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- Tasks: Lead CRM transformation initiatives and design tailored solutions for enterprise customers.
- Company: Join a global leader in innovative AI-enhanced technology with a collaborative culture.
- Benefits: Competitive salary, health benefits, and opportunities for professional growth.
- Why this job: Make a real impact by optimising operations for top-tier clients using cutting-edge technology.
- Qualifications: Experience in CRM transformation and strong problem-solving skills required.
- Other info: Dynamic work environment with a focus on continuous learning and development.
The predicted salary is between 36000 - 60000 ÂŁ per year.
As a CRM Architect, you will play a vital role in our CRM strategy by supporting our enterprise customers throughout their ServiceNow journey, defining the business value and tailoring end‑to‑end solution architecture to their specific needs, business model, value chains, and streams. You will collaborate closely with stakeholders to understand their strategic objectives, bring industry best practices for common challenges and use cases, map these to ServiceNow Industry Solutions, and help the customer understand the value of ServiceNow compared to competitors. You will also document and guide the delivery of transformative ServiceNow implementations, leveraging your experience and knowledge of the telecommunications industry.
Key Responsibilities
- Consult and Advise: Engage with senior VP+ stakeholders to understand their short‑term and long‑term goals and challenges, providing expert advice both in pre‑sales and delivery capability on how ServiceNow can optimize their operations.
- Solution Design: Design and architect end‑to‑end solutions using ServiceNow Industry products that align with business requirements and industry best practices, with strong focus on service management, customer service, automation, and user experience, clearly defining the value of ServiceNow.
- Process Improvement: Proactively analyze the current state and identify new options for improving ways of working to achieve or exceed business results. Make sense of complex or contradictory information to effectively solve problems.
- Cross‑Functional Collaboration: Work closely with IT, operations, business stakeholders, product, and other internal teams to ensure that solutions are aligned with business needs and are implemented effectively. Constantly positioning effective cross‑product solutions for the industry.
- Industry Best Practices: Drive and develop plans for the adoption of industry best practices across ServiceNow products at process, solution architecture and technical leadership in the configuration, customization, and implementation of ServiceNow Industry Solutions.
- Thought Leadership: Keep up to date on emerging and latest industry and competitive trends, the latest ServiceNow capabilities, trends, and best practices, sharing regularly this knowledge with the team and clients.
Qualifications
- CRM Transformation Experience: Proven experience leading or contributing to end‑to‑end CRM transformation initiatives, including assessment of legacy CRM landscapes, definition of target operating models, redesign of customer‑facing processes (sales, service, fulfillment), and execution of large‑scale CRM platform rollouts. Experience guiding customers through change management, adoption, and value realization in complex, multi‑stakeholder CRM programs.
- Implementation Service Expertise: Proven experience as a Presales Architect, Solution, Platform Architect, or Principal Consultant in competitive solutions, such as Salesforce, Microsoft, or Pegasystems, with a strong understanding of service management and customer service processes.
- ServiceNow Knowledge: Familiarity with ServiceNow, especially in Customer Service Management (CSM) or Field Service Management (FSM), or IT Service Management (ITSM), is a plus. Willingness to learn and become certified in ServiceNow if not already.
- Consultative Mindset: Strong problem‑solving skills with the ability to think strategically and drive complex projects from concept to completion.
- Stakeholder Management: Excellent communication skills with the ability to engage and influence stakeholders at all levels.
- Technical Acumen: Understanding of integration, data models, and process automation, with the ability to communicate technical concepts to non‑technical audiences.
- User Experience: Ability to deliver solutions that provide best‑in‑class user experience with a focus on ease of use, logical process flows, accessibility, and productivity.
- Analytical Skills: Experience in analyzing business processes, creating workflow diagrams, and documenting requirements in a clear and concise manner.
- Certifications: Competitive certifications, such as Salesforce certifications (e.g., Service Cloud Consultant) or ServiceNow certifications (e.g., CSA, CIS‑CSM), are highly preferred.
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today – ServiceNow stands as a global market leader, bringing innovative AI‑enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud‑based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
CRM Architect employer: ServiceNow
Contact Detail:
ServiceNow Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land CRM Architect
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and engage with potential employers on platforms like LinkedIn. We all know that sometimes it’s not just what you know, but who you know!
✨Tip Number 2
Prepare for those interviews by researching the company and its culture. Understand their CRM strategy and how you can contribute. We want you to walk in feeling confident and ready to showcase your expertise!
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience aligns with the role of a CRM Architect. We suggest rehearsing with a friend or in front of a mirror to nail down your delivery.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace CRM Architect
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience with CRM transformation and ServiceNow. We want to see how your skills align with the role of a CRM Architect, so don’t hold back on showcasing your relevant achievements!
Showcase Your Problem-Solving Skills: In your application, give examples of how you've tackled complex challenges in previous roles. We love seeing candidates who can think strategically and drive projects from start to finish, so let us know how you’ve made an impact!
Highlight Collaboration Experience: Since this role involves working closely with various stakeholders, be sure to mention any cross-functional collaboration you've done. We’re looking for someone who can engage with senior leaders and influence decisions, so share those experiences!
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen to join our team at StudySmarter!
How to prepare for a job interview at ServiceNow
✨Know Your ServiceNow Inside Out
Make sure you’re well-versed in ServiceNow’s capabilities, especially in Customer Service Management and IT Service Management. Familiarise yourself with the latest features and how they can solve common industry challenges. This will help you demonstrate your expertise and show how you can add value to the company.
✨Understand the Business Landscape
Research the telecommunications industry and the specific challenges it faces. Be prepared to discuss how your experience aligns with these challenges and how you can leverage ServiceNow to drive transformation. This shows that you’re not just a techie but also understand the business side of things.
✨Engage Stakeholders Effectively
Practice your communication skills, especially when it comes to engaging with senior stakeholders. Think about how you can influence their strategic objectives and articulate the value of ServiceNow clearly. Role-playing scenarios can help you feel more confident in these discussions.
✨Showcase Your Problem-Solving Skills
Prepare examples from your past experiences where you’ve successfully solved complex problems or improved processes. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will highlight your analytical skills and consultative mindset, which are crucial for the role.
