Solution Architect

ServiceNow • Addison, TX

12h • Hybrid

About The Position

ServiceNow is seeking a CRM Architect Director with deep telecommunications industry expertise to join their Customer & Industry Workflows Expert Services team. This role is designed for a seasoned CRM architect who brings both the technical depth to lead complex ServiceNow implementations and the industry fluency to speak credibly about telco-specific business challenges, operational models, and transformation priorities. While prior experience with ServiceNow’s telecom product portfolio is not required, a genuine understanding of how telecommunications companies operate, from network and service management to customer lifecycle, revenue assurance, and operational complexity, is essential. This industry knowledge, paired with CRM architecture skills, will enable the successful candidate to drive exceptional outcomes for complex telco customers.

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
• Significant experience working with or within telecommunications companies — including carriers, CSPs, cable/broadband providers, or telco infrastructure firms
• Deep understanding of telco business models, customer lifecycle management, and operational challenges (e.g., churn, order management, B2B/enterprise sales, network-driven service delivery)
• Familiarity with OSS/BSS architecture and how CRM systems interact with broader telco technology stacks
• Comfort learning new technology platforms quickly
• Ability to perform deep architectural advisory work
• Excellent verbal and written communication skills, including ability to present to executives, chair workshops, and facilitate complex stakeholder sessions
• Highly data-driven with commitment to driving customer engagement toward business outcomes 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

• Prior ServiceNow experience helpful but not required
• Ideally ServiceNow CSA and CSM certified, or willingness to certify upon hire

Responsibilities

• Lead ServiceNow CRM implementations for telecommunications customers, applying industry knowledge to accelerate adoption and drive measurable business outcomes
• Translate telco-specific business challenges — such as customer churn, order fallout, service assurance, and B2B/B2C complexity — into effective CRM solution designs
• Serve as a trusted advisor to telco customers, connecting their operational priorities to ServiceNow platform capabilities
• Demonstrate empathy for the customer and genuine passion in helping them succeed in a highly competitive industry
• Engage and collaborate with ServiceNow R&D teams on escalated technical issues, including telco-specific product gaps and enhancements
• Provide thought leadership to telco sponsors and stakeholders in solving business process and technology problems
• Review customer architecture, design processes, and system integrations, with sensitivity to legacy telco environments and OSS/BSS landscapes
• Configure solution environments to address customer requirements and business issues
• Contribute to pre-sales campaigns by sharing telco-specific implementation strategies and best practices
• Mentor field resources on telco industry context and delivery best practices for CRM applications in telecommunications
• Collaborate with Product Management to surface telco customer needs and inform the ServiceNow product roadmap
• Share industry insights and lessons learned with internal teams and the broader ServiceNow community

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees