ServiceNow Architect

About the job you're considering

Service Now Solution Architect is a role within Digital Customer Experience’s (DCX) Business Technology practice in the UK. You will be responsible for programme management and technical delivery, with a focus on driving Service Now implementation across clients, and ensuring the success of Service Now initiatives within the business.

Your role

• Drive sales activities and business development around Service Now solutions, identifying opportunities for new business, and building relationships with key clients.

• Lead the sales process from pre-sales through to contract signing, including proposal development, presentations, and negotiations.

• Collaborate with the sales team to design, scope, and pitch innovative Service Now solutions to prospective clients.

• Identify market trends and client needs, aligning Digital Customer Experience’s Service Now offerings with those insights to drive sales growth.

• Act as the primary point of contact for senior client and internal stakeholders, establishing trust and delivering results in strategic Service Now engagements.

• Work with C-level executives, IT leaders, and functional business units to understand requirements and tailor Service Now solutions to meet their needs.

• Build and maintain strong relationships with Service Now’s leadership, as well as key partners, to ensure ongoing collaboration and alignment.

Your skills and experience

• Service Now Platform Expertise:
You need a deep understanding of the Service Now platform, including its capabilities, modules, and best practices for implementation. This involves knowledge of HR Service Delivery (HRSD), IT Service Management (ITSM), IT Operations Management (ITOM), Customer Service Management (CSM), Employee Service Centre, Case and Knowledge Management, and Performance Analytics.

• People Experience and HR Processes:
Familiarity with HR processes and employee experience strategies is essential. This includes understanding how to enhance employee engagement, streamline HR operations, and improve overall employee satisfaction. Knowing how to design and implement workflows that support these goals will be beneficial.

• Customer Experience (CX) Strategies:
Understanding customer experience strategies and how to improve customer interactions and satisfaction. This includes knowledge of customer journey mapping, customer feedback mechanisms, and customer service best practices.

• Technical

Skills:

Proficiency in technical aspects such as system integration, data migration, and customization of the Service Now platform is important. This includes scripting, workflow automation, and configuring Service Now to meet specific business needs. Being able to troubleshoot and resolve technical issues is also key.

• Analytical and Problem-Solving

Skills:

The ability to analyse business requirements, identify gaps, and propose effective solutions is crucial. This involves critical thinking and the ability to troubleshoot issues that may arise during implementation. Being able to interpret data and make informed decisions will enhance the overall solution.

• Communication and

Collaboration:

Excellent communication skills are needed to interact with stakeholders, gather requirements, and provide updates. Engagement with the business including collaboration with departments such as including IT, HR, and business leaders, is crucial for successful implementation. Being able to articulate technical concepts to non-technical stakeholders up to CXO level is also important.

• Change Management:
Understanding change management principles is essential to ensure smooth adoption of new processes and technologies. This includes training and supporting end-users to maximize the benefits of the Service Now platform. Being able to manage resistance to change and ensure a positive transition is key.

• Sales and Consulting

Skills:

The ability to help build demonstrations that can be used to present solutions to clients that demonstrate the value of Service Now and provide consulting services to tailor the platform…