Industry Architect, Customer and Industry Workflows - Telco

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Job Overview:

As a ServiceNow Industry Architect, you will play a crucial role in defining the business value and solution architecture that meet our clients’ needs. You will work closely with stakeholders to understand their strategic objectives, bring Industry best practices around typical challenges and use cases, map them to ServiceNow Industry Solutions and help customer understand the value of ServiceNow over competition. You will also document and guide the delivery of transformative ServiceNow implementations utilizing your experience and knowledge of the Telecommunications industry. 

Key Responsibilities: 

Consult and Advise: Engage with senior VP+ stakeholders to understand their short term and long-term goals and challenges, providing expert advice both in pre-sales and delivery capability on how ServiceNow can optimize their operations. 

Solution Design: Design and architect end-to-end solutions using ServiceNow Industry products that align with business requirements and Industry best practices with strong focus on service management, customer service, automation and user experience, clearly defining the value of ServiceNow. 

Process Improvement: Proactively analyze the current state and identify new options for improving ways of working to achieve / exceed business results. Make sense of complex or contradictory information to effectively solve problems.  

Cross-Functional Collaboration: Work closely with IT, operations, and business stakeholders, product and other external and internal teams to ensure that solutions are aligned with business needs and are implemented effectively. Constantly positioning effective cross-product solutions for the industry. 

Industry Best Practices: Drive and develop plans for the adoption of Industry Best Practices across ServiceNow products at process, solution architecture and technical leadership in the configuration, customization and implementation of ServiceNow Industry Solutions. 

Thought Leadership: Keep up to date on the emerging and latest Industry & competitive trends, the latest ServiceNow capabilities, trends, and best practices, sharing regularly this knowledge with the team and clients. 

Qualifications: 

Implementation Service Expertise: Proven experience as a Presales Architect, Solution Architect, or Consultant in competitive solutions such as Salesforce Service Cloud, with a strong understanding of service management and customer service processes. 

Telecommunications Industry Experience: Knowledge and track record of delivering transformative solutions in the Telecommunications space with an understanding of industry trends, pain points and processes. 

• Strong Understanding of industry specific knowledge including system architecture, use cases, workflows, personas, compliance and industry standards (Ex. 3GPP, TMF, and MEF) typically found in the ecosystem.  

• Experience in a wide variety of Telecommunications Networking Technologies such as 5G, Fiber Optic, Mobile Edge Computing, IP and Optical Networking, SD-WAN, Cloud and Data Center technologies, Satellite, Etc. 

ServiceNow Knowledge: Familiarity with ServiceNow, especially in Customer Service Management (CSM) or Field Service Management (FSM) or IT Service Management (ITSM), is a plus. Willingness to learn and become certified in ServiceNow if not already. 

Consultative Mindset: Strong problem-solving skills with the ability to think strategically and drive complex projects from concept to completion. 

Stakeholder Management: Excellent communication skills with the ability to engage and influence stakeholders at all levels. 

Technical Acumen: Understanding of integration, data models, and process automation, with the ability to communicate technical concepts to non-technical audiences. 

User Experience: Ability to deliver solutions that provide best in class user experience with a focus on ease of use, logical process flows, accessibility and productivity. 

Analytical Skills: Experience in analyzing business processes, creating workflow diagrams, and documenting requirements in a clear and concise manner. 

Certifications: Competitive certifications like Salesforce certifications (such as Service Cloud Consultant) or ServiceNow certifications (like CSA or CIS-CSM) are highly preferred. 

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.

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If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at [email protected] for assistance.

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