About the role
JOB DESCRIPTION
ServiceNow Solution Architect
Presales and Deal Solutioning
Function
Presales / Solutioning
Accountability
Qualification to contract signature
SOW & Contracting
Owned by Delivery
Handover
To Delivery after contract signature
Role Purpose
Own the end-to-end ServiceNow solution across the presales lifecycle, from opportunity qualification through contract signature. The role leads discovery, architecture, estimation, proposal development, demonstrations, solution defence, and transition to delivery. Delivery owns SOW preparation and contracting; this role provides and validates the solution content, scope, assumptions, estimates, dependencies, and technical commitments.
Key Responsibilities
- Act as the single point of accountability for the ServiceNow solution during the pursuit lifecycle.
- Qualify opportunities for platform fit, feasibility, complexity, risks, and delivery readiness.
- Lead customer discovery workshops and translate business, operational, and technical needs into a scalable solution.
- Define the end-to-end architecture covering ServiceNow products, workflows, CMDB/CSDM, integrations, automation, reporting, security, environments, and data migration.
- Prioritize standard platform capabilities and control unnecessary customization.
- Own ServiceNow content for RFIs, RFPs, proposals, architecture documents, roadmaps, and executive presentations.
- Develop effort estimates, staffing assumptions, implementation approach, delivery model, and technical inputs to pricing.
- Lead solution demonstrations, technical workshops, clarification responses, and solution defence.
- Maintain clear scope, assumptions, dependencies, exclusions, risks, customer responsibilities, and decision logs.
- Assess the solution impact of commercial or contractual changes and maintain alignment between proposal, estimate, SOW, and contract.
- Provide solution inputs to Delivery for SOW and contracting, and validate that contractual commitments reflect the approved solution.
- Complete a structured handover of requirements, architecture, estimates, risks, assumptions, and commitments to Delivery.
Required Experience
- 10+ years in service management, enterprise platforms, digital workflow, consulting, or related technology roles.
- 5+ years in ServiceNow solution architecture, including complex pursuits, RFPs, and solution sales.
- Experience across relevant capabilities such as ITSM, ITOM, ITAM, CMDB/CSDM, SecOps, HRSD, CSM, SPM, App Engine, IntegrationHub, Discovery, Service Mapping and AI.
- Strong knowledge of platform architecture, security, integrations, data, workflow, governance, reporting, and upgrade-safe design.
- Experience in estimation, staffing models, proposal development, executive engagement, demonstrations, and solution defence.
- Working knowledge of ITIL practices and service management operating models.
Core Skills
Technical and Solutioning
Presales and Leadership
ServiceNow architecture; CMDB/CSDM; integrations and APIs; workflow automation; security; data migration; reporting; environment and release strategy.
Discovery; opportunity shaping; RFP response; estimation; commercial awareness; customer workshops; executive communication; risk and scope control.
Preferred Certifications
ServiceNow CSA; CIS-ITSM and other relevant CIS certifications; CAD; CTA or architecture-path credentials; ITIL Foundation or higher.
Success Measures
- Solution quality and customer confidence
- Alignment across requirements, proposal, estimate, SOW, and contract
- Estimation accuracy and minimal post-contract solution rework
- Timely governance approvals and complete delivery handover
Role Boundary
Accountable: ServiceNow solution from qualification through contract signature. Delivery accountable: SOW authoring, contracting process, implementation, and operational delivery. The Solution Architect remains responsible for validating that the SOW and contract accurately represent the approved solution.