ServiceNow Sales Order Management Solution Architect

Women AI Labs; United States; On-site; USD 150,000 - 210,000; Full time

Job summary

Women AI Labs is seeking a Lead Architect to own end-to-end order management and fulfillment design, connecting sales, orders, product, inventory, activation, billing, and support into a scalable operating model.

You will drive ServiceNow Sales Order Management, define complex relationships, and establish SLA tracking while mentoring teams and collaborating with Sales, Operations, Finance, Fulfillment, Product, and Tech.

Qualifications

• 8+ years in enterprise technology, order management, CRM or customer operations.
• 5+ years of ServiceNow implementation experience.
• 3+ years of solution architecture experience.
• Strong understanding of enterprise order-management concepts.
• Strong workflow and platform architecture knowledge.
• Strong integration experience.
• Ability to translate business processes into scalable technical architecture.
• Strong workshop facilitation and stakeholder-management skills.

Responsibilities

• Lead architecture for ServiceNow Sales Order Management.
• Design order capture, validation, decomposition, orchestration, fulfillment, and completion workflows.
• Define relationships for order, product, service, customer, account, location, and fulfillment.
• Establish approval, exception, amendment, cancellation, and escalation workflows.
• Support new orders, renewals, changes, disconnects, and service modifications.
• Connect commercial orders to downstream operational fulfillment.
• Establish order status visibility and design SLA and milestone tracking.
• Define reusable fulfillment templates; reduce manual handoffs and duplicate entry.
• Design integrations with CRM, ERP, CPQ, billing, inventory, logistics, and provisioning systems.
• Define system-of-record and data ownership; design reconciliation and exception handling.
• Establish dashboards for order volume, aging, backlog, fallout, cycle time, and fulfillment performance.
• Lead workshops with Sales, Customer Service, Operations, Finance, Fulfillment, Product, and Technology teams.
• Partner with Integration Architects, BPCs, Technical Consultants, and enterprise architects.
• Support testing, release planning, deployment, and stabilization.
• Mentor development and technical teams.

Skills

Order management

CRM experience

Solution architecture

Workflow architecture

System integration

Workshop facilitation

Tools

ServiceNow

IntegrationHub

Flow Designer

Job description

Lead architecture for end-to-end order management and fulfillment solutions, connecting customer, product, order, service, fulfillment, inventory, activation, billing, assets, and support into a traceable and scalable operating model.

Candidates should understand the flow from sale through order capture, validation, approval, decomposition, fulfillment, provisioning, activation, billing, and completion, plus common failure modes: order fallout, partial fulfillment, failed integrations, customer changes, inventory constraints, cancellations, rework, escalations, and activation failures.

What you'll do

• Lead architecture for ServiceNow Sales Order Management
• Design order capture, validation, decomposition, orchestration, fulfillment, and completion workflows
• Define order, product, service, customer, account, location, and fulfillment relationships
• Design order decomposition and fulfillment task models
• Establish approval, exception, amendment, cancellation, and escalation workflows
• Support new orders, renewals, changes, disconnects, and service modifications
• Connect commercial orders to downstream operational fulfillment
• Establish order status visibility and design SLA and milestone tracking
• Define reusable fulfillment templates; reduce manual handoffs and duplicate entry
• Design integrations with CRM, ERP, CPQ, billing, inventory, logistics, and provisioning systems
• Define system-of-record and data ownership; design reconciliation and exception handling
• Establish dashboards for order volume, aging, backlog, fallout, cycle time, and fulfillment performance
• Lead workshops with Sales, Customer Service, Operations, Finance, Fulfillment, Product, and Technology teams
• Partner with Integration Architects, BPCs, Technical Consultants, and enterprise architects
• Support testing, release planning, deployment, and stabilization
• Mentor development and technical teams

Required qualifications

• 8+ years of enterprise technology, order management, CRM, telecommunications, or customer operations experience
• 5+ years of ServiceNow implementation experience
• 3+ years of solution architecture experience
• Strong understanding of enterprise order-management concepts
• Strong workflow and platform architecture knowledge
• Strong integration experience
• Ability to translate business processes into scalable technical architecture
• Strong workshop facilitation and stakeholder-management skills

Preferred experience

• Sales and Order Management
• Customer Service Management
• Telecommunications Service Management
• Product Catalog
• Service Catalog
• IntegrationHub
• Flow Designer
• CMDB
• CSDM
• FSM
• ITSM
• Performance Analytics
• ServiceNow AI capabilities
• Salesforce
• SAP
• Oracle
• Microsoft Dynamics
• CPQ platforms
• Billing platforms
• Inventory systems
• Logistics platforms
• Provisioning systems
• Customer portals
• Contract-management platforms

Preferred certifications

• ServiceNow CSA
• Relevant CIS certifications
• ServiceNow CAD
• CTA preferred
• ITIL advantageous

Success measures

• Faster order fulfillment
• Lower order fallout
• Fewer manual handoffs
• Better order visibility
• Higher fulfillment accuracy
• Faster revenue activation
• Reduced rework
• Improved customer experience
• Improved integration reliability
• Lower technical debt