Servicenow Presales Solution Architect

Role & responsibilities

8+ years in IT, including strong ServiceNow consulting, process design, solutioning, and presales experience

Primary focus

Platform architecture, integration, security, data, automation, technical estimation, and end-to-end presales, service design, and value realization

Key domains

ITSM, ITOM, SPM/ITBM, CSM, HRSD, SecOps, GRC, Asset Management, and Enterprise Service Management as relevant

Job Summary

Lead the end-to-end solutioning of ServiceNow opportunitiesfrom client discovery and solution design through estimation, proposal, bid defence, and transition to delivery. The role converts business and service-management needs into a practical platform roadmap, implementation approach, managed-services model, and measurable value case.

Key Responsibilities

• Lead qualification, discovery workshops, solution design, estimation, proposal development, demonstrations, bid defence, and delivery handover.
• Assess client processes, platform maturity, pain points, governance, data readiness, user experience, and transformation priorities.
• Design fit-for-purpose solutions across ITSM, ITOM, SPM, CSM, HRSD, SecOps, GRC, Asset Management, and Enterprise Service Management.
• Translate requirements into process designs, user journeys, platform capabilities, integrations, scope, roadmap, and operating model.
• Define assumptions, dependencies, risks, responsibilities, effort, team structure, commercials, and delivery approach.
• Create RFP responses, statements of work, solution narratives, estimates, benefit cases, and executive presentations.
• Work with technical, delivery, commercial, partner, and client teams to ensure the solution is scalable, secure, commercially sound, and delivery-ready.
• Develop reusable propositions, estimation models, workshop assets, and industry-specific ServiceNow solutions.

Presales & Solution Expertise

• Strong IT service management process design experience and practical knowledge of ITIL-aligned operating models.
• Deep functional knowledge of ITSM, ITOM, and Strategic Portfolio Management / ITBM, with broader awareness of adjacent ServiceNow workflows.
• Strong experience with ServiceNow implementation, development, upgrades, maintenance, platform administration, and technical architecture.
• Hands-on knowledge of ServiceNow scripting and configuration, including JavaScript, Glide APIs, client and server-side components, security rules, flows, notifications, import sets, and custom applications.
• Deep integration knowledge covering REST, SOAP/WSDL, JSON, MID Server, Integration Hub, authentication patterns, error handling, monitoring, and integration support.
• Experience defining service catalogs, request models, CMDB governance, service mapping outcomes, asset processes, metrics, SLAs, dashboards, reporting, and Performance Analytics requirements.
• Understanding platform implementation lifecycle, upgrades, release governance, testing, training, organizational change, adoption, and managed-service operations.
• Proven experience estimating functional scope and identifying cost drivers, risks, dependencies, exclusions, and conditions required for a credible commercial model.

Qualifications / Certifications

• Bachelor's degree in business, Engineering, Computer Science, Information Systems, or a related discipline; equivalent relevant experience may be considered.
• 10+ years of IT experience with significant ServiceNow consulting, process transformation, solutioning, or presales responsibility.
• 5+ years of IT service management process design experience and strong exposure to ServiceNow implementations or transformations.
• ServiceNow Certified System Administrator preferred; one or more relevant Certified Implementation Specialist credentials strongly preferred.
• ITIL certification is strongly preferred; process, architecture, agile, project, change-management, or business-analysis certification is advantageous.
• Experience in at least 2-3 end-to-end ServiceNow implementation or major transformation and multiple complex presales pursuits is preferred.