ServiceNow Architect / Presales Lead

Job description

Role: **ServiceNow Architect / Presales Lead** Location: **Bangalore/Hyderabad/Chennai** Experience: **10–15+ years in enterprise platforms with 6+ years on ServiceNow; proven presales leadership on mid‑to‑large pursuits** **Role Summary** You will lead solutioning and presales for ServiceNow pursuits and provide architecture oversight for strategic deliveries. The role blends client‑facing advisory, bid leadership (RFI/RFP/Orals), demo/POV orchestration, and reference designs across ITSM, ITOM (incl. Discovery/Service Mapping), CSM, ITAM, and platform capabilities (IntegrationHub, Flow Designer, CMDB, ATF). You’ll shape win themes, produce compelling proposals/SOWs/estimates, and ensure delivery‑ready architectures that scale, integrate, and unlock value—now increasingly with Now Assist (GenAI) and AI‑enabled experiences. **Key Responsibilities** **Presales & Deal Leadership (Primary)** - Own technical strategy for pursuits: discovery, solution hypothesis, value articulation/TCO/ROSI, competitive positioning, and win‑theme development. - Lead RFI/RFP responses: solution architecture, estimation, SOW, staffing plans, risks & assumptions, and traceability to requirements. - Orchestrate tailored demos/POVs across ITSM/ITOM/CSM/ITAM and platform capabilities (Flow Designer, IntegrationHub, Virtual Agent, Mobile, ATF). - Partner with Sales/Alliances/Marketing to shape offers, accelerators, and reference architectures for target industries and US‑geo opportunities. - Present and defend solutions to business, architecture, and procurement stakeholders; run executive storylines and objection handling. Architecture & Delivery Oversight (Secondary) - Define end‑to‑end reference architectures: multi‑instance strategy, domain separation, performance, security, and compliance. - Govern platform foundations: CMDB strategy, Discovery & Service Mapping, health scans, observability, and upgrade roadmaps. - Direct integration patterns (REST/SOAP, webhooks, eventing) with Entra ID/Okta (SAML/OAuth), ITOM AIOps tools (e.g., Splunk, Dynatrace, AppDynamics), ITSM peers, HRIS/ERP/CRM, and DevOps (Azure DevOps/Jira). - Embed Now Assist and GenAI constructs where relevant (knowledge search, case deflection, agent assist, content summarization) with guardrails. - Mentor Tech Leads/Developers; uphold design quality, estimation accuracy, and transition‑to‑delivery readiness. **Required Skills** - 10–15+ years in enterprise platforms with 6+ years on ServiceNow; proven presales leadership on mid‑to‑large pursuits. - Deep expertise in at least two: ITSM, ITOM (Discovery/Service Mapping/Event), CSM, ITAM; strong CMDB & data model mastery. - Track record producing winning proposals, defensible estimates, and SOWs; confident in orals and solution defense. - Hands‑on platform depth: Flow Designer, IntegrationHub, ATF, performance best practices, upgrade planning, and platform security. - Integration design with common enterprise stacks (SSO, IDP, event mgmt, observability, ITSM peers, ERP/HR). - Excellent client communication, storytelling, and C‑suite facilitation. Nice‑to‑Have SKills - ServiceNow Certifications: CSA (required); CIS-ITSM / CIS‑ITOM / CIS‑CSM (2+ preferred); CAD; CTA/CMA a plus. - Exposure to Now Assist/GenAI, Process Optimization, App Engine/Creator workflows. - Industry familiarity in HLS/Services/Hitech/BFSI, aligning to our pursuit mix.