ServiceNow Solution Architect (Pre‑Sales & Delivery)

We are seeking an experienced ServiceNow Solution Architect who can drive both pre‑sales solutioning and end‑to‑end delivery execution across our ServiceNow practice. This role requires a strong blend of technical depth, client‑facing communication, and hands‑on implementation expertise. You will partner closely with Sales, Delivery, and Client Leadership teams to define solutions, build roadmaps, estimate work, and lead successful implementations.

Key Responsibilities

Pre‑Sales Responsibilities (40%)

• Serve as the technical solution owner for ServiceNow opportunities across ITSM, ITOM, CSM, HRSD, SecOps, and custom app development.
• Participate in RFP/RFI responses, solution walkthroughs, and client presentations.
• Develop high‑level and detailed architecture designs, effort estimates, and implementation roadmaps.
• Conduct customer workshops to understand business needs and translate them into ServiceNow solutions.
• Create demo environments and lead ServiceNow product demonstrations.
• Support sales with POC/Prototype creation to validate client requirements.
• Collaborate with Sales to shape deals, define scope boundaries, and ensure delivery feasibility.

Delivery Responsibilities (60%)

• Lead discovery and assessment engagements including stakeholder workshops, current-state analysis, process mapping, and gap analysis to define the target ServiceNow architecture, transformation roadmap, and implementation strategy.
• Act as solution architect during implementation, providing guidance to onshore and offshore teams.
• Lead technical design sessions, oversee configuration, and ensure architectural integrity across modules.
• Provide hands‑on configuration and development expertise when needed (Flow Designer, Script Includes, UI Policies, Client Scripts, IntegrationHub, REST/SOAP integrations).
• Ensure adherence to ServiceNow best practices, governance, and architectural standards.
• Mentor developers, administrators, and junior architects within the ServiceNow practice.
• Perform quality reviews on stories/configuration before UAT.
• Engage with clients to manage expectations, resolve escalations, and ensure successful go‑lives.
• Support creation of best practice frameworks, accelerators, templates, and reusable delivery assets.

Required Skills & Experience

• 6–10+ years of hands‑on ServiceNow platform experience.
• Proven experience in both pre‑sales and delivery leadership roles.
• Strong expertise in multiple modules such as:
  • ITSM, ITOM, CSM, HRSD, SecOps
  • IntegrationHub, CMDB, Discovery, Service Portal
• Ability to architect end‑to‑end enterprise solutions.
• Strong understanding of ServiceNow data model, workflows, scripting, and integration patterns.
• Exceptional communication skills and ability to interact with C‑level stakeholders.
• Experience working with onshore/offshore delivery models.
• Strong problem‑solving and client‑management skills.

Preferred Certifications

• ServiceNow Certified System Administrator (CSA) – required
• ServiceNow Certified Implementation Specialist (one or more modules)
• ServiceNow Application Developer (CAD)
• ITIL v3/v4 certification
• Additional ServiceNow Architect‑level certifications are a plus

Nice‑to‑Have

• Experience integrating ServiceNow with Jira Service Management (JSM) or working across both platforms.
• Ability to design workflows or migration paths between ServiceNow and JSM environments.
• Experience helping build or scale a ServiceNow practice.
• Experience in proposal writing, SOW creation, and cost modeling.
• Exposure to AI‑enabled automation, workflow optimization, or hyperautomation solutions.

Who We are...

SmarTek21, founded in 2006, is an innovative digital transformation leader dedicated to empowering organizations through design-led, data-centric solutions. We believe that exceptional user experiences and intelligent data-driven insights are pivotal in shaping the future of business. At the heart of our approach is Design-Led Engineering, where we combine strategic design principles with cutting-edge technology to create tailored solutions that deliver significant business outcomes. Our commitment to accelerating digital transformation includes specialized expertise in Agile DevOps, Data Engineering and analytics, Testing Automation and support, and comprehensive Managed Application and Infrastructure Services. We’ve evolved from our consulting and development roots into a full-spectrum service provider, integrating advanced technologies like Generative AI (GenAI) to facilitate our clients' seamless, transformative digital journeys. A passion unites our dynamic team of technology visionaries and business strategists for innovation and excellence. At SmarTek21, you'll join a collaborative environment dedicated to shaping the digital landscape and driving impactful results for organizations worldwide.

SmarTek21 is committed to fostering a diverse and inclusive environment. We encourage applications from individuals of all backgrounds and experiences.