ServiceNow Retail Operations Architect/SME

Bravium Consulting•Remote, Remote

23h

About The Position

Bravium Consulting is seeking a ServiceNow Retail Operations Architect / SME to lead solution design for retail clients. The role combines deep store operations experience with hands-on ServiceNow expertise. The architect serves as the retail voice during discovery and as the design authority for the Retail data model, partnering with ServiceNow account teams on proofs of concept and leading the transition from proof of concept to full rollout. The position involves designing and configuring ServiceNow Retail capabilities and guiding development teams to deliver scalable solutions aligned with ServiceNow best practices and minimal customization. It also contributes to client proposals, solution narratives, demonstrations, and delivery planning. Bravium Consulting provides technology and management consulting services for public- and private-sector clients. The company emphasizes excellence, teamwork, respect, doing the right thing, and supporting employees through training and professional development. Candidate identity verification is required after a conditional offer and before the start date. Bravium is an Equal Opportunity Employer.

Requirements

At least 5 years of experience in retail operations, such as store, district, or regional management, or retail operations or HQ support roles.
At least 3 years of hands-on ServiceNow implementation experience; Customer Service Management is strongly preferred.
Experience leading requirements and solution design for multi-site or distributed operations.
Ability to translate operational pain points into platform solutions and explain trade-offs to business and technical audiences.
Strong facilitation and communication skills, with executive presence in client-facing settings.

Nice To Haves

Implementation experience with ServiceNow Retail (Retail Service Management) or another ServiceNow industry solution.
ServiceNow CSA certification, plus CIS-Customer Service Management and/or CIS-Field Service Management certification.
Experience with big-box, home improvement, or other large multi-site retailers.
Pre-sales, proof-of-concept, or rapid prototyping experience with a ServiceNow partner or ServiceNow directly.
Familiarity with Now Assist and agentic workflows on the platform.

Responsibilities

Act as the subject matter expert on store operations, field and district management, store-to-HQ communication, and store execution.
Lead discovery workshops, current-state process mapping, and future-state design with store, regional, and HQ stakeholders.
Own ServiceNow Retail solution design, including the Customer Service Management foundation, retail organization hierarchy, related party configurations, roles, and Install Base.
Design and configure Retail capabilities, including store inquiry, HQ communications, in-store operations cases, store plans, store audits, Break-Fix, and the Retail portal and mobile experience.
Design solutions for enterprise scale, extending proven models from pilot stores across thousands of locations.
Lead proofs of concept and solution demonstrations with ServiceNow, and develop phased rollout roadmaps and associated level-of-effort estimates.
Guide developers and functional leads, review configurations, and keep builds aligned with ServiceNow best practices and minimal customization.
Identify opportunities for Now Assist and AI agents to improve store support and HQ efficiency.
Contribute to proposals, solution narratives, and client-facing deliverables.