Principal Workflow Architect - CRM & Industry Workflows(m/w/x)

Description

As a lead architect, you will design sophisticated ServiceNow CRM solutions and guide technical delivery to solve complex client challenges while mentoring teams and shaping the product strategy.

Requirements

• •Experience integrating AI into work processes
• •8 years in complex technology implementation
• •2 years in enterprise architecture
• •Expertise in Customer Service Management solutions
• •Experience in Telecoms, Media, or Technology
• •Knowledge of Customer Service and Sales
• •Ability to influence senior stakeholders
• •Proficiency in architectural design and integration
• •Experience with Web and SaaS technologies
• •ServiceNow CSM and SOM Implementation certifications
• •Certified System Administrator certification
• •Certified Implementation Specialist – CSM, SOM, TSOM
• •Certified Technical Architect certification
• •ServiceNow experience or comparable Salesforce certifications

Tasks

• •Lead customer workshops to assess and establish future-state processes
• •Design ServiceNow solutions following technical standards and leading practices
• •Advise customers on leveraging platform capabilities for process improvement
• •Act as the primary technical liaison for project delivery
• •Oversee technical delivery for CSM and SOM implementations
• •Architect detailed technical solutions aligned with client business needs
• •Lead technical onboarding and assess existing platform configurations
• •Perform hands-on development using JavaScript, HTML, and Flow Designer
• •Resolve critical technical issues and serve as an escalation point
• •Mentor developers on technical design and AI capabilities
• •Partner with pre-sales teams to scope complex service engagements
• •Contribute to webinars and whitepapers to demonstrate thought leadership
• •Provide feedback on new features to ServiceNow product teams
• •Support go-to-market strategies for new CRM service offerings

Tools & Technologies