Location: Sydney or Melbourne

Team

The Enterprise Architecture Team sits within our presales organization and plays a strategic role in developing and evangelizing cross-functional architecture strategies for our most complex and regulated customers. Focused on our largest Telecommunications clients in Australia & New Zealand, this role supports the platform vision and co-creates long-term roadmaps that solve for security, compliance, risk, and operational efficiency at scale.

Why This Role Matters

You'll have a genuine impact on how Australia's telecommunications institutions modernize in the era of AI. Your work will shape technology decisions and help organizations solve problems that matter to their customers and employees. This is where strategic thinking meets technical expertise to drive real change.

What You'll Do

• Lead pre-sales architecture & technical solution strategy for transformational customers & deals across the Telecommunications domain.
• Partner with Account Executives, Engagement Leads, and Solution Consulting teams to architect the technical foundation of ample strategic opportunities.
• You'll work directly with C-suite executives, including CIOs, CDOs, CTOs & Lead Architects to craft solutions that align with their business objectives and define platform strategies aligned with their digital priorities, such as BSS/OSS modernisation, 5G rollout, NOC/SOC automation, and AI-driven service operations.
• Collaborate with commercial strategists to ensure technical specifications support financial models, pricing strategies, and deal structures.
• Structure and define cross-platform execution with Account Executives & Solution Consulting teams. Design and present high-level architectures that solve complex customer challenges. Deliver, oversee & support proof of concepts and proofs of value that demonstrate business impact.
• Build influence as a trusted technical advisor. Act as the bridge between customer needs and internal capabilities. Drive integrated go-to-market activities for Strategic Accounts, including account planning and strategic pursuits. Scale best practice sharing and become the industry and architecture authority.
• Translate complex network and operational challenges into innovative Service Now solutions across domains such as IT, customer operations, network operations, field services, and partner ecosystems.
• Be proficient in emerging AI technologies and articulate how they integrate with core customer platforms while optimizing for Service Now strategy and roadmaps.
• Lead cross-domain architecture engagements covering: AI Transformation
• Customer experience transformation
• ITSM, ITOM, Sec Ops
• GRC/IRM & ESG reporting
• Customer Service Mgt (CSM) for Contact Centre transformation
• Vendor & procurement workflows
• TM Forum-aligned architecture models
• Network and IT service management unification
• Autonomous Network Ops - experience with strategy building and execution
• Support strategic initiatives, including telecom-specific use case development, industry solution design, and joint innovation programs.

What You'll Bring

• 15+ years of technology experience, including 5+ years in the telecommunications industry, ideally in pre-sales, architecture, consulting, or technology strategy roles. Strong knowledge of Telco business models, operations, and architecture frameworks, such as TM Forum ODA
• Experience in delivering TM Forum Catalyst Project/s
• Proven ability to influence Telco executives and technical stakeholders by articulating industry-specific value propositions and transformational outcomes.
• Deep understanding of cloud-based platforms, SaaS architectures, and emerging technologies such as AI/ML, 5G, edge computing, and network automation.
• Hands-on experience mapping Telco use cases to platform capabilities, such as: Product Catalog, pricing & entitlements
• Customer onboarding, activation & service orchestration
• Partner ecosystem integration & supply chain workflows
• Digital field service & workforce optimization
• Strong communication and storytelling skills with the ability to translate technical solutions into executive level business value narratives.
• Proven ability to influence at the executive level. You communicate complex technical concepts with clarity and build trust with senior decision makers navigating transformation.
• Have an ‘art of the possible’ and collaborative mindset with strong commercial awareness. You thrive working across diverse teams, understand the business context behind technical decisions, and balance client needs with company objectives. You bring people together to achieve outcomes.
• Familiarity with Service Now or similar platforms (e.g., Salesforce, Oracle, Pega, Appian, Amdocs) preferred.

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 and their assigned work location. Learn more here. To determine eligibility for a work persona, Service Now may confirm the distance between your primary residence and the closest Service Now office using a third-party service.

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. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

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 globaltalentss@servicenow.com 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. All employment is contingent upon Service Now obtaining any export license or other approval that may be required by relevant export control authorities.

From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license.

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.