This Technical Architect CRM & Industry Workflow is a functional and technical expert consulting with customers on implementing Service Now CRM & Industry Workflow's solutions based on best practices – all with the goal of accelerating and driving customer business outcomes. The role requires the person to be laser-focused on solving for the most relevant customer challenges - providing support during sales cycles, on direct engagements with our Customers and Partners, and advocating for customer needs within Service Now (e.g., Product Management, Customer & Partner Excellence, Training & Certification).

Technical Architect, CRM & Industry Workflow brings architectural guidance, business acumen in the industry (Customer Service, Field Service Management, Information Technology, etc.), along with deep product expertise, innovation, and knowledge capital to our customers and partners.

What will you be doing in this role?

Project Delivery

• Serve as primary technical point-of-contact for projects and as the face of the development team to the customer.
• Ensure quality of work delivered by technical team, serve as escalation point for client concerns, and identify and implement technical team process efficiencies to benefit the technical team and clients.
• Define, at an architectural and design level of detail, technical solutions aligned with our client’s business problems and Service Now Implementation Best Practices.
• Understand customer requirements, translate to high-quality technical solutions, and communicate and deliver them to clients.
• Write/estimate stories, monitor developer’s work, and own overall quality and delivery of development.
• Lead technical onboarding efforts with new clients to understand their current processes and platform configurations.
• Deliver any purchased development artifacts, documentation, and knowledge transfer activities.
• Collaborate with the engagement manager to monitor for scope creep and resolve critical path technical issues.
• Mentor developers and technical consultants on technical design standards and best practices.
• Research technology partner or other vendor solutions in context of client requirements for integration.

Pre-Sales

• Maintain and build proficient knowledge of the Service Now platform and products.
• Assist the pre-sales team with scoping service engagements typically involving multiple Service Now products and complex integrations with client applications/systems.
• Evangelize Service Now Expert Services by contributing to whitepapers, webinars, community groups and partnerships.

Product

• 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.

To be successful in this role, you will need to have the following qualifications:

• At least 8 years of consultation and/or configuration experience related to implementing complex, highly configurable technologies. Preferably Service Now CRM & Industry Workflow Solutions. (Knowledge of other CRM tools is a plus
• Salesforce, Service Now, Zendesk. Etc. Service Max, Pega, etc.)
• Minimum of 2 years of experience developing enterprise architectures, technical roadmaps.
• Strong Understanding of industry specific knowledge including system architecture, use cases, workflows, personas, industry standards, compliance and regulation requirements (Ex. HIPPA, PHI, and PII) typically found in the ecosystem.
• Demonstrated ability to influence and consult senior leaders (identification of needs, providing options with pros, cons and risks) in a large organization, while also providing thought leadership to sponsors/stakeholders in solving business process and/or technical problems.
• Understanding of data classifications and impacts to storage and security requestions for various types.
• 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 bringing project/program management and leadership expertise.
• Strong aptitude toward communicating complex business and technical concepts using visualization and modeling aids. Ability to conceptualize and design sophisticated wireframes, workflows, and diagrams.
• A passion to continually study new technologies and functionality, as well as be involved in projects that push the capabilities of existing technologies.

Certifications:

As a Service Now Expert Services Consultant, you will be a continuous learner required to achieve and maintain new accreditations and certifications, participate in professional development courses and be passionate about innovation.

Required Service Now Certifications:

• Certified System Administrator
• Certified Application Designer

Required in the first 90 days:

• Certified Implementation Specialist – Customer Service Management
• Certified Implementation Specialist – Field Service Management

Required in first year:

• Certified Technical Architect (required or must achieve in first year)

Preferred additional Service Now Certifications:

• Certified Implementation Specialist – IT Service Management
• Certified Implementation Specialist – IT Operations Management
• Certified Master Architect

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.