Technical Solution Architect, ServiceNow Expert

3 weeks ago

Sydney, New South Wales, Australia ServiceNow Full time
Job Description

At ServiceNow, we're on a mission to make the world work better for everyone. As a Technical Solution Architect, you'll play a critical role in helping us achieve this goal by designing and implementing best-in-class ServiceNow solutions that drive business value and customer satisfaction.

Key Responsibilities:

  • Design and architect ServiceNow 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.
  • Lead the design and development of complex solutions and integrations between ServiceNow 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 ServiceNow products in the Customer and Industry Workflow.
  • Guide cross-functional teams through the full lifecycle of ServiceNow projects, including design, development, testing, deployment, and post-implementation support.
  • Drive the adoption of best practices in ServiceNow architecture and development, focusing on scalability, performance, and maintainability.
  • Stay current with ServiceNow advancements and emerging trends in IT service management and customer service technologies.
  • Engage and collaborate closely with the ServiceNow product teams on new product service offerings and go-to-market activities.

Qualifications:

  • Certifications in Salesforce (e.g., Service Cloud Consultant, Architect) and/or ServiceNow (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 (e.g., HIPAA, 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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