Company Description It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work.
Fast forward to today — Service Now stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500.
Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work.
But this is just the beginning of our journey.
Join us as we pursue our purpose to make the world work better for everyone.
Job Description What you get to do in this role: We are seeking a dynamic and experienced Service Now Technical Architect who can leverage their expertise in Salesforce Service Cloud to architect and implement best-in-class Service Now solutions.
If you are a seasoned Salesforce Service Cloud Architect looking to pivot into the Service Now ecosystem, this is a unique opportunity to utilize your skills in workflow automation, customer service excellence, and enterprise-level architecture in a new and exciting platform.
Key Responsibilities: Lead the design and development of complex solutions and integrations between Service Now and other enterprise platforms (i.e.
Salesforce, etc), including CRM, ERP, Telephony, and other IT systems.
Maintain skills/certifications on CSM (Customer Service Management) and/or FSM (Field Services Management) and/or Industry product offerings such as Telecommunications, Financial Services, Health Care and Life Sciences for Customer Workflows.
Design and architect Service Now solutions that align with business needs and industry best practices, with a strong focus on service management, customer service, workflow automation, and user experience.
Partner with business stakeholders and executives to understand short-term and long-term business goals and priorities.
Proactively analyze current state and identify new options for improving ways of working to achieve/exceed business results.
Collaborate with stakeholders to gather and analyze requirements, translating business processes into technical solutions that enhance efficiency and user experience.
Provide technical leadership in the customization, configuration, and implementation of Service Now products in the Customer and Industry Workflow.
Guide cross-functional teams through the full lifecycle of Service Now projects, including design, development, testing, deployment, and post-implementation support.
Drive the adoption of best practices in Service Now architecture and development, focusing on scalability, performance, and maintainability.
Stay current with Service Now advancements and emerging trends in IT service management and customer service technologies.
Engage and collaborate closely with the Service Now product teams on new product service offerings and go to market activities.
Interface with the product team during new product implementations to gain best practices insights and give feedback on new features and capabilities to enhance the product.
Qualifications To be successful in this role you have: Certifications in Salesforce (e.g., Service Cloud Consultant, Architect) and/or Service Now (e.g., Certified System Administrator, Certified Application Developer) are required.
Industry domain expertise in any of: Telecommunications, Banking/Financial Services, Healthcare, Manufacturing, Government, Field Services, Procurement, etc.
At least 8 years of consultation and/or configuration experience related to implementing complex, highly configurable Salesforce solutions.
Minimum of 5 years of experience developing enterprise architectures and technical roadmaps with integrations with Customer Facing Portals, Core Case Management Systems, Transactional Based Systems, Document Management Platforms, Data Warehouses, etc.
Strong Understanding of industry specific systems architecture, security, use cases, workflows, personas, industry standards, compliance and regulatory requirements.
Demonstrated ability to influence and consult senior leaders in a large organization.
Experience creating implementation design artifacts, conducting solution presentations and obtaining customer acceptance of solution design.
Strong capabilities in forging trust, engaging a remote or in-person audience.
Strong aptitude toward communicating complex business and technical concepts using visualization and modeling aids.
A passion to continually study new technologies and functionality and be involved in projects that push existing technologies' capabilities.
Additional Information Work Personas We approach our distributed world of work with flexibility and trust.
Work personas (flexible, remote, or required in office) are categories that are assigned to Service Now employees depending on the nature of their work.
Equal Opportunity Employer Service Now is an equal opportunity employer.
All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law.
Accommodations We strive to create an accessible and inclusive experience for all candidates.
If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact ****** for assistance.
Export Control Regulations For positions requiring access to controlled technology subject to export control regulations, including the U.
S.
Export Administration Regulations (EAR), Service Now may be required to obtain export control approval from government authorities for certain individuals.
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