Telecommunication à United States

THE ROLE

The ServiceNow Telco, Media & Technology Platform Architect is a technical advisory role, focused on guiding our customers in establishing a robust technical foundation in the ServiceNow Platform and designing solutions that drive business outcomes.

Responsibilities include advocating best practices for instance strategy, technical governance, core data, integrations, and overall platform health. This role is highly consultative and does not involve direct platform configuration; instead, it guides partner and customer resources to adhere to best practices. The role involves engaging with customers at various levels, including executives, platform owners, enterprise architects, and development teams, throughout the sales, structuring, and implementation phases of solutions.

The ideal candidate will have attained a senior-level position as an enterprise architect and have a successful track record in management consulting (with professional services firms or cloud software companies), focusing on technology strategy, governance, data, and solution design. They should have demonstrated the ability to become a trusted advisor to senior executives and facilitate customer success through strategic planning functions such as identifying business value, road mapping, advising on execution strategies including governance frameworks, and managing large enterprise programs.

RESPONSIBILITIES

• Cultivate strong relationships with CIOs and business leaders to grasp the client’s vision and the role of ServiceNow in their digital transformation journey. Translate business objectives into outcomes and create a customer roadmap.
• Establish and oversee technical governance processes by serving as the primary technical contact for large or complex customers (e.g., multi-platform, multiproject).
• Collaborate with Pre-sales Transformation Architects to develop the overall solution and technical roadmap for customers, ensuring alignment with the customer's vision and strategy.
• Support the sales effort by scoping and estimating projects that refine the customer vision and capabilities into activities and estimates.
• Coordinate with Solution Leads and ServiceNow Product Leads to ensure proposals align with established practices, products, and technical capabilities, and to ensure the accuracy of resource / cost estimates.
• Attend customer governance meetings and collaborate closely with Client Executives and Client Success Directors to ensure overall customer success.

Analyze and translate business information and technical requirements into an architectural blueprint outlining solutions to achieve complex business objectives.

• Engage with customer enterprise architects to position ServiceNow as the digital transformation platform integrated with core systems.
• Define solutions across the platform that align with out-of-the-box capabilities.
• Ensure instance health by reviewing and guiding the remediation of configurations that do not align with ServiceNow best practices.
• Collaborate with clients and teams to establish delivery operating model governance to ensure successful go-lives, end-user adoption, and ongoing support.
• Promote ServiceNow’s advisory and expert services best practices and industry use cases with clients.
• Guide customers through a prescriptive solution design and manage the technical implementation decision points.

QUALIFICATIONS

• 10+ years large program experience leading architecture and design

Cloud Application Technology Experience

• Minimum of 5 years of hands-on experience working with TelCo clients, particularly within the OSS Domain, covering Service Assurance, Fulfilment, Activation, Plan & Build, OM, Service Bridge and Field Services Management
• ServiceNow certifications, such as Certified Implementation Specialist (CIS) in IT Service Management (ITSM) or Customer Service Management (CSM)
• A solid command of various ServiceNow TMT components is essential, encompassing ITSM, FSM, TNI, OMT, SPM, and TSOM
• Significant role in implementation of one or more; Salesforce, Workday, Success Factors, Oracle Cloud, Remedy
• Familiarity with Enterprise Workflow Platform Consulting Experience
• Management Consulting Experience preferred, (Big 4, Strategy Firm) or OEM software or Cloud company
• 8+ years of experience in management consulting leadership roles at a top-tier consulting company focused on technology (Digital / SaaS / Enterprise Software)
• Fortune 500 or OEM Software or Cloud CO enterprise architect
• Experience working with functional business leaders

NICE TO HAVE

• Experience with other ServiceNow modules, such as IT Service Management (ITSM) and IT Operations Management (ITOM)