ServiceNow CSM Solution Consultant / Architect

Job Description

Job Description Job Title: ServiceNow CSM Solution Consultant / Architect
Location: Remote, open to travel as per client need

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
1. 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

2. 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.

3. 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.

4. 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. 5. 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. 6. 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.