Domain Consultant

Solution Architect

Job Summary: 8+ years in a customer facing role as a Solution Architect, Technical/Process Consultant, Customer Success manager, or additional related role. 5+ years of experience managing executive business stakeholders in a customer organization, preferred. 2+ years of experience with the ServiceNow platform in a technical capacity: developer, solution architect, technical consultant, or additional relevant role. Knowledge of ServiceNow platform topics such as Playbooks, Process Automation Designer, and Integration Hub preferred. Knowledge of ServiceNow's integration tools and capabilities preferred. 2+ years of experience working with Legal or Contract Management processes or technology preferred. Experience implementing ServiceNow Legal & Contract Operations products strongly preferred. Fanatical about customer success and tenacious about advising, coaching and mentoring customers on our technology as well as the disciplines of procurement and supply chain. Other skills which will help you succeed in this role: data driven, experience with value consulting/realization, verbal and written communication talent, content (webinar) development.

Key Responsibilities:

• To integrate/re-engineer / design process(s) to maximize the adoption and usage of pre-delivered Best Practices /Standard Functionalities
• To evaluate & recommend different appropriate product solutions based on customer requirements.
• To identify and facilitate customer to implement organizational changes required for effective business product Implementation
• To design and conduct solution workshop(s) to get early buy-in from the relevant stakeholders and thereby also identify additional opportunities to engage with the client
• To develop and guide others for their career progression
• To continually update oneself for developing self; contribute to business cases| market collaterals etc.

Skill Requirements:

Create content showcasing product adoption sequencing and capabilities that are known to drive value for customers who have deployed them. Publish the content to Community and YouTube channel. Create product training content for ServiceNow Impact teams. Includes a 101-level product overview, explanation of common use cases, and agentic capabilities. Deliver training sessions for ServiceNow Impact teams based on the content created in the line above. Include at least 1 live session in each geographic region and a recorded version. Engage with customers to deliver architecture reviews, customer capability reviews, and advisory/best practice sessions with a goal of driving product adoption for Legal, HR, and S2P products. Contact core account + Impact team CSMs and CSEs of low adoption and undeployed customers to share adoption content and product training material. Contact solution sellers and Impact team CSMs & CSEs of customers renewing in the next 4 quarters to obtain renewal risk assessments and details. Program manage cross-team initiatives (value metrics, Focus customer program, Journeys adoption tracking, downsell risk management) Monitor reporting compliance SSFs and Tasks included in all plays and vanguards; cases are updated at least once/week. Triage CRIR requests and risk signals to identify when PEx engagement is needed. Report findings to team manager for prioritization. Review and improve NowCreate content. Deploy the product, create the templates/content, publish to Best Practice Center, clean up broken links, remove outdated content. Create customer story slides. Work with Outbound Product Management to publish on the Sales Success Center.