Technical Solution Architect, Ciwf

1 month ago

Sydney, New South Wales, Australia Servicenow Full time
About Us

At Service Now, we're on a mission to make the world work better for everyone. Our intelligent cloud-based platform connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work.

Job Description

We're seeking a dynamic and experienced Service Now Technical Architect to join our team. As a key member of our architecture team, you'll be responsible for designing and implementing best-in-class Service Now solutions that align with business needs and industry best practices.

Key Responsibilities:

  • 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.
  • Think big but start small.
  • Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
  • Lead the design and development of complex solutions and integrations between Service Now and other enterprise platforms, including CRM, ERP, Telephony, and other IT systems.
  • 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'll need:

  • 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 (Ex. HIPPA, PHI, PII, KYC, AML, PCI DSS, Reg E, Reg Z, etc.) typically found in the financial services 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.
  • 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 and be involved in projects that push existing technologies' capabilities.

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