Solution Architect

ServiceNow • Chicago, IL

2d • Remote

About The Position

ServiceNow is seeking a driven CRM Architect Director to serve a dual mandate: leading hands-on customer delivery engagements and partnering with our sales organization on pre-sales solutioning and scoping. This role sits at the intersection of delivery excellence and revenue growth, requiring equal fluency in architecting real-world CRM implementations and shaping compelling, credible solutions for prospective customers. Approximately half of your time will be spent in active delivery — guiding customers through complex CRM implementations, ensuring adoption, and driving measurable outcomes. The other half will be spent in pre-sales — working alongside account teams to scope engagements, respond to customer challenges, and develop implementation strategies that win trust and close deals. This is a rare opportunity for an architect who thrives both in the field and in front of prospects.

Requirements

• 10+ years of experience in customer-facing implementation and delivery roles such as Solution Architect, Technical Consultant, or developer — ideally in professional services or consulting
• 10+ years in the CRM technology industry
• Demonstrated pre-sales or solutioning experience — including SOW development, scoping, effort estimation, or pursuit support
• Deep domain knowledge in Customer Relationship Management
• Ability to perform deep architectural advisory work as well as hands-on configuration and coding in ServiceNow
• Excellent verbal and written communication skills, including ability to chair sessions, present to executives, and facilitate workshops
• Highly data-driven with commitment to driving customer engagement toward business outcome and value realization
• Fanatical about customer success and tenacious at driving long-term customer value
• Must be able to travel up to 25% annually, when applicable

Nice To Haves

• Ideally ServiceNow CSA and CSM certified

Responsibilities

• Lead and architect complex ServiceNow CRM implementations, owning delivery quality and customer outcomes end-to-end
• Partner with sales teams on pre-sales pursuits — scoping engagements, developing implementation strategies, and building customer confidence in our approach
• Create and present compelling solution designs, project scopes, and delivery roadmaps for prospective customers
• Develop SOW content, effort estimates, and risk assessments that reflect realistic delivery expectations
• Demonstrate a deep sense of empathy for the customer and genuine passion in helping them succeed
• Engage and collaborate with ServiceNow R&D teams on escalated technical issues
• Influence and consult (providing options with pros, cons, and risks) while providing thought leadership to sponsors and stakeholders on business process and technical problems
• Review customer architecture, design processes, and system integrations to the platform
• Configure solution environments to address customer requirements and business issues
• Mentor field resources in implementation methodology, configuration, and best practices for CRM applications
• Share best practices and known solutions with internal teams, the community, and customers to promote faster time to value
• Collaborate with Product Management and Development to enhance ServiceNow products with capabilities that address customer needs
• Stay current on competitive analyses and articulate differentiators between ServiceNow and its competitors

Benefits

• ServiceNow is an equal opportunity employer.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed