Digital Consulting Architect, ServiceNow

The Digital Consulting Architect, ServiceNow reporting to the Director, CRM will be responsible for leading the architecture, design, and delivery of ServiceNow Order Management (OM) solutions for enterprise clients. This role plays a critical part in translating complex business requirements into scalable, best-practice platform solutions — driving value across sales, fulfillment, and operational workflows. You will serve as a trusted advisor to clients while collaborating closely with internal delivery, pre-sales, and practice teams.

Your Key Responsibilities

• Solution Architecture: 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.
• Requirements & Discovery: Facilitate discovery workshops with client stakeholders to gather and translate business and technical requirements into scalable OM design patterns and solution blueprints.
• Platform Configuration & Oversight: Guide and oversee the configuration of ServiceNow OM modules including order decomposition rules, fulfillment tasks, SLA management, and catalog-driven order flows.
• Integration Design: Define integration strategies between ServiceNow OM and external systems such as CRM, ERP, billing, and provisioning platforms, leveraging REST/SOAP APIs and IntegrationHub.
• Technical Leadership: Provide hands-on technical leadership to development and configuration teams, conducting design reviews, enforcing platform governance, and ensuring adherence to ServiceNow best practices.
• Stakeholder Engagement: Act as the primary technical point of contact for client architects, product owners, and business stakeholders, communicating solution design decisions clearly and confidently.
• Continuous Improvement: Identify opportunities to optimize order lifecycle processes, recommend platform enhancements, and contribute to the development of internal OM accelerators, templates, and reusable assets.