Senior Solutions Architect, ServiceNow

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Job Summary:

West Monroe is a global business and technology consulting firm seeking a Solution Architect with expertise in ServiceNow implementations to join their Platforms & Customer Strategy team. The role involves leading project teams, managing client relationships, and designing solutions that enhance customer service operations.

Responsibilities:

• Serve as a delivery leader on engagements, communicating with client sponsors directly without oversight, and exemplifying engagement management, client relationship, client satisfaction, risk management, and delivery team management skills.

• Oversee engagement scope, budget, deliverables, profitability, work management and reporting, change management, vendor management, and team development.

• Stay current with ServiceNow product updates, enhancements, and industry trends to provide cutting-edge solutions.

• Direct how to design, develop, test, and implement ServiceNow projects

• Manage client relationships and meet with clients to determine business and functional requirements

• Participate in and/or lead efforts to develop and execute testing, training and documentation

• Facilitate effective change management programs within the client organization including creating and administering communication plans to promote end-user adoption

• Act as a user advocate to ensure overall system usability and adoption

• Demonstrate strong ServiceNow product knowledge skills including a thorough understanding of how to interpret customer business needs and the translation of those needs into technology and operational requirements

• Drive the development and enhancement of WMP’s methodologies and approaches to client delivery and provide thought leadership for internal practice development

• Manage consultants and participate actively in the performance expectation process

• Participate in business development with prospective clients including solution definition, pre-sales, estimating, negotiating and project planning

• Create work plans, pricing estimates, and risk assessments for prospects

• Participate in key client relationships and growing those accounts within the practice and cross selling to other areas within WMP

Qualifications:

Required:

• Bachelor’s degree or equivalent experience required.

• 7+ years of ServiceNow consulting experience, with a focus on Customer Service Management.

• Expert project manager with extensive experience managing ServiceNow-CSM projects including developing work plans, project scopes, pricing estimates, budget management, issue and risk management, and presenting deliverables.

• Extensive experience managing ServiceNow implementations from end-to-end including leading discovery workshops with large audiences, managing requirements sessions, processing workflows, leading solutions design and prototype demonstrations, configuring CSM solutions, conducting systems integrator and user acceptance testing, managing deployment/go-live, and providing ongoing support.

• Hands-on configuration experience with ServiceNow App Engine.

• Demonstrated ServiceNow product knowledge including a thorough understanding of how to interpret customer business needs and the translation of those needs into technology and operational requirements.

• Business development experience including farming leads and assisting in managing the sales process – pursuit strategy, client development cycle and tools, proposal development, fee and profitability planning, and contract management.

• Exceptional written and verbal communication skills including the ability to create impactful and concise executive stakeholder-ready deliverables, and polished client-facing oral communication skills.

• A commitment to inclusion and diversity, and openness to new ideas and perspectives.

• Ability to travel up to 50%.

• Hybrid role: 2x per week in the office.

Preferred:

• ServiceNow Certified Implementation Specialist – Customer Service Management (CIS-CSM) is strongly preferred.

Company:

West Monroe offers digital transformation, analytics, cloud, cyber security, business advisory, and management consulting services. Founded in 2002, the company is headquartered in Chicago, Illinois, USA, with a team of 1001-5000 employees. The company is currently Late Stage. West Monroe has a track record of offering H1B sponsorships.