Job Title: ServiceNow CSM Solution Consultant / Architect
Location: USA, Remote
Job Description:
ServiceNow CSM Solution Consultant / Architect who combines deep ServiceNow expertise with strong client-facing, sales, pre-sales, and consulting capabilities.
This role will be responsible for helping customers reimagine their customer service and engagement workflows using ServiceNow CSM, while also supporting Simplify's sales organization through discovery, solutioning, demonstrations, proposals, estimations, and executive presentations.
The ideal candidate is not just a ServiceNow implementer they should be able to understand a customer's business problem, translate it into a ServiceNow solution, articulate the value proposition, and help win the opportunity.
Key Responsibilities
- CSM Consulting & Solution Architecture
- Lead ServiceNow CSM discovery and consulting engagements.
- Understand customer service processes, pain points, KPIs, and transformation objectives.
- Design end-to-end ServiceNow CSM solutions aligned with business requirements.
- Develop CSM solution architecture, process flows, integration architecture, and implementation approaches.
- Provide recommendations across:
- Customer Service Management
- Case Management
- Customer & Contact Management
- Customer Service Portal
- Knowledge Management
- Service Catalog
- Omni-Channel
- Virtual Agent
- Customer Service Operations
- CSM Configurable Workspaces
- CSM/FSM integrations
- IntegrationHub and APIs
- Sales & Pre-Sales
- Partner with Account Executives and sales teams to identify and qualify ServiceNow opportunities.
- Participate in customer discovery meetings and executive discussions.
- Lead CSM-focused solution workshops.
- Develop solution concepts and transformation roadmaps.
- Conduct compelling ServiceNow CSM demonstrations and proof-of-concepts.
- Translate customer requirements into differentiated solution propositions.
- Develop:
- Statements of Work (SOW)
- Proposals
- RFP/RFI responses
- Solution presentations
- Estimates
- Staffing models
- Implementation roadmaps
- ROI/value propositions
- Support sales teams throughout the opportunity lifecycle from discovery solutioning proposal negotiation closure.
- Identify opportunities for additional ServiceNow modules and capabilities.
- Executive & Customer Engagement
- Act as a trusted advisor to customer stakeholders.
- Present solutions to CIO, COO, Customer Service, Operations and IT leadership.
- Facilitate executive workshops and transformation discussions.
- Articulate the business value of ServiceNow beyond technology implementation.
- Build strong relationships with customer executives and business stakeholders.
- ServiceNow Demonstrations
Create and deliver tailored demonstrations covering areas such as:
- Customer case creation and management
- Customer self-service
- Customer portals
- Knowledge
- Virtual Agent
- Agent Workspace
- Omnichannel engagement
- Case routing and assignment
- SLA management
- Customer communications
- Workflow automation
- AI-powered customer service
- GenAI / Now Assist capabilities
- Customer service analytics and reporting
The candidate should be comfortable building a story-based demo around a customer's business problem.
- AI & Digital Transformation
Responsibilities include identifying opportunities for:
- Generative AI
- Agentic AI
- AI-powered case resolution
- Autonomous customer service workflows
- AI-powered knowledge generation
- Intelligent case classification
- AI-assisted agent workflows
- Virtual Agent
- Automated case summarization
- Predictive recommendations
- Customer intent detection
- Workflow automation
Experience with ServiceNow AI capabilities / Now Assist is highly desirable.
- Solution Development & Delivery Support
- Work closely with delivery architects and developers to ensure proposed solutions are technically feasible.
- Provide high-level architecture and implementation guidance.
- Review technical estimates and delivery assumptions.
- Support transition from pre-sales into implementation.
- Participate in project governance and solution reviews when required.
- Ensure solutions follow ServiceNow best practices and minimize unnecessary customization.
Required Qualifications
ServiceNow
- 5+ years of hands-on ServiceNow experience.
- Strong experience with ServiceNow CSM.
- Experience designing and implementing enterprise ServiceNow solutions.
- Strong understanding of ServiceNow architecture and platform capabilities.
- Experience with integrations, APIs, IntegrationHub and third-party systems.
- Strong understanding of ServiceNow security, roles, ACLs and data architecture.
- ServiceNow CSM certification preferred.
- CSA certification preferred.
- CIS-CSM strongly preferred.
Sales / Pre-Sales
- 3+ years of experience supporting technology sales or pre-sales.
- Demonstrated experience participating in ServiceNow sales pursuits.
- Experience responding to RFPs/RFIs.
- Experience developing proposals and SOWs.
- Experience with solution estimation and pricing.
- Strong presentation and demonstration skills.
- Ability to conduct discovery workshops independently.
- Experience working with sales/account executives.
