ServiceNow Legal & Contract Operations - Senior Solution Architect / Consultant

We are seeking a senior, customer-facing ServiceNow Legal & Contract Operations (LCO) Solution Architect / Technical Consultant to advise enterprise customers, conduct architecture and capability reviews, and drive adoption and value realization of ServiceNow LCO solutions.

The ideal candidate will have 8+ years of customer-facing consulting experience, including experience as a Solution Architect, Technical Consultant, Process Consultant, Customer Success Manager, or similar role. Candidates should also have at least 2 years of ServiceNow technical platform experience and preferably 2+ years working with legal or contract-management processes or technology.

This role requires a strong combination of ServiceNow technical knowledge, legal/contract-management domain expertise, customer success, executive stakeholder management, and value consulting.

• Conduct customer architecture and capability reviews.
• Provide legal and contract-management advisory sessions.
• Advise customers on ServiceNow LCO capabilities, processes, and best practices.
• Drive adoption of ServiceNow Legal & Contract Operations products.
• Develop 101-level LCO training and enablement content.
• Deliver training sessions to ServiceNow Impact teams and customers.
• Engage with low-adoption and undeployed customers to identify opportunities for improvement.
• Support customer renewal-risk assessments and mitigation activities.
• Partner with CSMs, CSEs, Solution Sellers, Product Management, and other cross-functional teams.
• Manage and support cross-functional customer adoption initiatives.
• Monitor customer engagement, adoption metrics, and reporting compliance.
• Review and improve NowCreate implementation and enablement content.
• Develop customer success stories and customer-facing materials.
• Create adoption sequencing and high-value capability content.
• Coach and mentor customers on ServiceNow capabilities and best practices.
• Support value consulting and value-realization initiatives.
• Develop and deliver customer-facing webinars and presentations.

• 8+ years of experience in customer-facing consulting, such as Solution Architecture, Technical Consulting, Process Consulting, Customer Success, or related roles.
• 2+ years of ServiceNow platform experience in a technical capacity.
• Experience as a ServiceNow Developer, Solution Architect, Technical Consultant, or similar technical role.
• Strong knowledge of ServiceNow:
  • Playbooks
  • Process Automation Designer
  • Integration Hub
  • Integration capabilities
• Strong customer-success and advisory mindset.
• Strong ability to advise, coach, and mentor enterprise customers.
• Strong understanding of legal and contract-management processes.
• Experience with value consulting and value realization.
• Data-driven approach to customer adoption and engagement.
• Excellent written and verbal communication skills.
• Experience developing customer-facing content, presentations, training, or webinars.
• Ability to work effectively with executive-level stakeholders.

• 5+ years managing executive business stakeholders within customer organizations.
• 2+ years of experience with Legal or Contract Management processes or technology.
• Experience implementing ServiceNow Legal & Contract Operations products.
• Experience with enterprise legal operations, contract lifecycle management, or legal technology.
• Experience with ServiceNow Impact or similar customer-success/adoption programs.
• Experience creating implementation, adoption, and enablement content.