Service Desk/ServiceNow Solutions Architect

Accenture•Chicago, IL

About The Position

We Are: Navisite, part of Accenture, has evolved to become a trusted digital transformation partner for growing and established global brands. We provide global capabilities, customer-centric solutions, and flexible approaches that are specifically rightsized for the needs of mid-market and small enterprise customers. This team specializes in digital transformation and managed services with deep expertise in cloud, infrastructure and application services dedicated to assisting clients in building a strong digital core. With experience across multiple cloud providers, enterprise applications and digital technologies, Navisite serves clients in the health and industrial, life sciences, technology, consumer goods and retail industries. Given their customer-centric solutions and flexible approaches, this team is adept at scaling our services for clients seeking to modernize and build more agile, resilient, and scalable businesses. The Navisite team of more than 1,400 members globally joined Accenture in January 2024. As part of Accenture, you will be working with an ambitious, collaborative team more empowered than ever to help customers modernize their IT for the AI era. You Are: An Enterprise Solution Architect with deep expertise in Service Desk operations and ServiceNow IT Service Management (ITSM) solutions. You excel at engaging prospective customers during the presales cycle, partnering with sales teams to design, present, and articulate compelling technical solutions that address IT service management, automation, and operational transformation. You understand the realities of modern Service Desk operations—SLA compliance, incident workflows, automation, shift-left strategies, knowledge management, agent experience, and omnichannel support—and can translate those needs into scalable solutions built on the ServiceNow platform. You are equally comfortable shaping solution architecture, collaborating with clients, and delivering polished live demonstrations of ITSM and associated ServiceNow modules. The Work : Your primary responsibility is to function as a Solution Architect across opportunities of all sizes involving Application Managed Services and Professional Services for Enterprise IT systems—particularly centered on ServiceNow ITSM and Service Desk operation and transformation. You will design solutions leveraging deep experience in ServiceNow, ITSM workflows, and Service Desk operations. You will co‑create solutions with clients, advise on best practices, demonstrate platform capabilities, and shape proposals that enable efficient, automated, ITIL‑aligned service delivery.

Requirements

Minimum 8 years in a technology environment (outsourcing, managed services, or systems integration preferred).
Minimum 5 years of hands‑on technical experience with Service Desk/ServiceNow and deep expertise and understanding of Service Desk processes and operations
Minimum 5 years in solution planning, deal shaping, or presales architecture.
Bachelor’s degree or equivalent (12 years work experience). If Associate’s Degree: 6 years minimum related experience.

Responsibilities

Lead Pre‑Sales Architecture & Solutioning for ServiceNow ITSM : Lead the design, development, and implementation scope of ServiceNow ITSM solutions during the presales cycle.
Architect solutions covering all major ITSM modules: Incident, Problem, Change, Request, CMDB, Knowledge, Service Catalog, Service Portal Discovery, Service Mapping, Workflow/Flow Designer, Automation Engine, Integrations
Shape managed‑services and professional‑services delivery models tailored to client needs.
Demonstrate ServiceNow ITSM & Service Desk Capabilities: Deliver technical presentations, live demos, and proof‑of‑concepts showcasing ServiceNow ITSM and Service Desk best practices.
Build and maintain demo environments illustrating automation, SLA tracking, workflow optimization, reporting, dashboards, and integrations.
Tailor demos to Service Desk personas (agents, managers, executives) to show measurable value.
Architect Service Desk & ITIL‑Aligned Solutions: Analyze customer environments, ITSM workflows, Service Desk maturity, and operational challenges.
Provide expert guidance on ITIL‑aligned Service Desk processes, including: Incident triage & escalation Problem root‑cause analysis Change enablement Request fulfillment Knowledge management
Recommend modernization strategies (AIOps, virtual agents, automation, shift-left, self‑service experiences).
Represent the Solution to Senior Stakeholders: Lead solution discussions with Operating Group leadership, sales executives, CIO organizations, Service Desk leaders, and functional owners.
Communicate architectural decisions, integration patterns, and delivery rationale in a compelling, business‑value‑focused narrative.
Governance, Risk & Delivery Alignment: Drive Technology Delivery sign‑off, ensuring alignment with business objectives, risks, pricing, SLAs, and delivery feasibility.
Promote standards by coordinating with Legal, Commercial, and Corporate Development Transaction Services.
Provide input—or take accountability—for relevant contractual terms, operational commitments, and service definitions.
Collaborate Across Sales, Delivery & SMEs: Work closely with sales teams, ServiceNow product specialists, and delivery organizations to validate solution architectures.
Support proposal development through creation of: Technical architecture documents Solution descriptions Delivery models Cost‑benefit analysis SOW inputs
Support Post‑Sale Stabilization: Assist Technology leadership in identifying delivery Points of Contact.
Lead early deal stabilization activities to ensure a smooth handoff from presales to delivery.