ServiceNow
Tech / AI / Software
SolutionArchitect
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“Solution Architect at ServiceNow. Skills: CRM Architect Director, telecommunications industry expertise, ServiceNow implementations, CRM architecture skills. Lead ServiceNow CRM implementations for telecommunications customers. Translate telco-specific business challenges into effective CRM solution designs”
Industry & Context.
solving business process and technology problems
Must be able to travel up to 25% annually, when applicable, Export Control Regulations
What They're Looking For.
Must Have
10+ years of experience in customer-facing implementation and delivery roles such as Solution Architect, Technical Consultant, or developer, 10+ years in the CRM technology industry, Significant experience working with or within telecommunications companies — including carriers, CSPs, cableroadband providers, or telco infrastructure firms, Deep understanding of telco business models, customer lifecycle management, and operational challenges (e. g. , churn, order management, B2B/enterprise sales, network-driven service delivery), Familiarity with OSSSS architecture and how CRM systems interact with broader telco technology stacks, Comfort learning new technology platforms quickly, Ability to perform deep architectural advisory work, Excellent verbal and written communication skills, including ability to present to executives, chair workshops, and facilitate complex stakeholder sessions, Highly data-driven with commitment to driving customer engagement toward business outcomes and value realization, Fanatical about customer success and tenacious at driving long-term customer value
Nice to Have
prior ServiceNow experience helpful but not required, Ideally ServiceNow CSA and CSM certified, or willingness to certify upon hire
What You'll Do.
Lead ServiceNow CRM implementations for telecommunications customers
Translate telco-specific business challenges into effective CRM solution designs
Serve as a trusted advisor to telco customers
Engage and collaborate with ServiceNow R&D teams on escalated technical issues
Provide thought leadership to telco sponsors and stakeholders
Review customer architecture
and system integrations
Configure solution environments to address customer requirements and business issues
Contribute to pre-sales campaigns
Mentor field resources on telco industry context and delivery best practices for CRM applications in telecommunications
Collaborate with Product Management to surface telco customer needs and inform the ServiceNow product roadmap
Share industry insights and lessons learned with internal teams and the broader ServiceNow community
How You'll Work.
Team & Collaboration
Engage and collaborate with ServiceNow R&D teams on escalated technical issues; Collaborate with Product Management to surface telco customer needs and inform the ServiceNow product roadmap; Share industry insights and lessons learned with internal teams and the broader ServiceNow community
Communication Scope
Excellent verbal and written communication skills; ability to present to executives; chair workshops; facilitate complex stakeholder sessions
Full Job Description
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone. About the Role ServiceNow is seeking a CRM Architect Director with deep telecommunications industry expertise to join our Customer & Industry Workflows Expert Services team. This role is designed for a seasoned CRM architect who brings both the technical depth to lead complex ServiceNow implementations and the industry fluency to speak credibly about telco-specific business challenges, operational models, and transformation priorities. You do not need prior experience with ServiceNow’s telecom product portfolio — we will invest in building that expertise. What matters is that you bring a genuine understanding of how telecommunications companies operate: from network and service management to customer lifecycle, revenue assurance, and the operational complexity unique to carriers, CSPs, and infrastructure providers. This industry knowledge, paired with your CRM architecture skills, will enable you to drive exceptional outcomes for some of the world’s most complex telco customers. What You Will Do * Lead ServiceNow CRM implementations for telecommunications customers, applying industry knowledge to accelerate adoption and drive measurable business outcomes * Translate telco-specific business challenges — such as customer churn, order fallout, service assurance, and B2B/B2C complexity — into effective CRM solution designs * Serve as a trusted advisor to telco customers, connecting the
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