Remote ServiceNow OM Architect - Digital Consulting Leader

Zaelab; Región Centro; Remote; MXN 2,209,000 - 3,313,000; Full time

Benefits offered by this job

Unlimited Vacation/PTO

Full Health Benefits

Fully remote and distributed teams

Paid Parental Leave

Ongoing training and education

0% Bureaucracy Culture

Job summary

Zaelab seeks a Digital Consulting Architect to lead ServiceNow Order Management architecture for enterprise clients. You will translate complex business needs into scalable platform solutions, guiding design, integration, and configuration while collaborating with sales, delivery, and practice teams.

You will drive workshops, oversee OM modules, and define integration strategies across CRM, ERP, and billing ecosystems, ensuring governance and best practices in a fast-paced consulting environment.

Qualifications

• 7+ years in ServiceNow, with at least 3+ years focused on Order Management (OM) architecture and delivery.
• Proven experience designing and deploying ServiceNow OM solutions including order decomposition, catalog integration, and fulfillment orchestration.
• Strong understanding of ServiceNow platform fundamentals — Flow Designer, IntegrationHub, Service Catalog, CMDB, and Scripted APIs.
• Experience integrating ServiceNow OM with CRM platforms (e.g., Salesforce, ServiceNow Sales OM) and ERP or billing systems.
• Familiarity with Sales Order Management (Sales OM) and its handoff to fulfillment OM workflows is a strong asset.
• Experience in telecom or CSP environments with exposure to Service Order Management (SOM), TM Forum APIs, or BSS/OSS integrations is considered a bonus.
• ServiceNow Certified Implementation Specialist (CIS) or Certified Application Architect (CAA) designation preferred
• Strong communication and stakeholder management skills, with the ability to present complex architectural concepts to both technical and business audiences
• Comfortable operating in a fast‑paced, client‑facing consulting environment with the flexibility to adapt as project needs evolve

Responsibilities

• Lead the end-to-end architecture and design of ServiceNow Order Management solutions, including order capture, decomposition, orchestration, and fulfillment workflows aligned to client business needs.
• Facilitate discovery workshops with client stakeholders to gather and translate business and technical requirements into scalable OM design patterns and solution blueprints.
• Guide and oversee the configuration of ServiceNow OM modules including order decomposition rules, fulfillment tasks, SLA management, and catalog-driven order flows.
• Define integration strategies between ServiceNow OM and external systems such as CRM, ERP, billing, and provisioning platforms, leveraging REST/SOAP APIs and IntegrationHub.
• Provide hands‑on technical leadership to development and configuration teams, conducting design reviews, enforcing platform governance, and ensuring adherence to ServiceNow best practices.
• Act as the primary technical point of contact for client architects, product owners, and business stakeholders, communicating solution design decisions clearly and confidently.
• Identify opportunities to optimize order lifecycle processes, recommend platform enhancements, and contribute to the development of internal OM accelerators, templates, and reusable assets.

Skills

ServiceNow

Architecture design

Stakeholder mgmt

Platform governance

API integration

Leadership

Education

ServiceNow CIS/CAA certification

Tools

IntegrationHub

Flow Designer

Service Catalog

CMDB

Scripted APIs

Job description

Zaelab seeks a Digital Consulting Architect to lead ServiceNow Order Management architecture for enterprise clients. You will translate complex business needs into scalable platform solutions, guiding design, integration, and configuration while collaborating with sales, delivery, and practice teams.

You will drive workshops, oversee OM modules, and define integration strategies across CRM, ERP, and billing ecosystems, ensuring governance and best practices in a fast-paced consulting environment.