Lead ServiceNow Order Management Architect (Remote)

Zaelab; United States; Remote; USD 140,000 - 200,000; Full time

Benefits offered by this job

Unlimited Vacation/PTO

Health benefits and 401k

Remote work

Parental leave

Training & education

0% Bureaucracy

Job summary

Zaelab is seeking a Digital Consulting Architect to lead ServiceNow Order Management architecture and delivery for enterprise clients. You will translate complex requirements into scalable, best‑practice platform solutions and collaborate with delivery, pre-sales, and practice teams.

As a trusted advisor, you will design end‑to‑end OM workflows, drive platform governance, integrations, and accelerators, and lead cross‑functional teams.

Qualifications

• 7+ years of experience in ServiceNow implementation, 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
• 0% Bureaucracy Culture - Focus is on responsibilities, not title

Responsibilities

• Lead end-to-end architecture and design of ServiceNow OM solutions, including order capture, decomposition, orchestration, and fulfillment workflows.
• Facilitate discovery workshops with client stakeholders to translate requirements into scalable OM design patterns and blueprints.
• Guide and oversee configuration of ServiceNow OM modules including order decomposition rules, fulfillment tasks, SLA management, and catalog-driven 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 and enforcing platform governance.
• Act as the primary technical point of contact for client architects, product owners, and business stakeholders, communicating decisions clearly.
• Identify opportunities to optimize order lifecycle processes and contribute to internal OM accelerators and reusable assets.
• Lead continuous improvement initiatives across the OM landscape.

Skills

ServiceNow

OM Architecture

APIs

Flow Designer

IntegrationHub

Service Catalog

CMDB

CRM integration

CIS/CAA

Technical leadership

Stakeholder management

Job description

Zaelab is seeking a Digital Consulting Architect to lead ServiceNow Order Management architecture and delivery for enterprise clients. You will translate complex requirements into scalable, best‑practice platform solutions and collaborate with delivery, pre-sales, and practice teams.

As a trusted advisor, you will design end‑to‑end OM workflows, drive platform governance, integrations, and accelerators, and lead cross‑functional teams.