FAQs
What is the primary focus of the Solution Architect for Customer Workflows role?
The primary focus of this role is to guide clients through the implementation of ServiceNow’s Customer Service Management (CSM) and Field Service Management (FSM) solutions, delivering best-practice-based solutions that drive business outcomes and enhance operational efficiency.
Is prior experience with ServiceNow required for this position?
Familiarity with ServiceNow, especially in Customer Service Management (CSM) or IT Service Management (ITSM), is a plus; however, a willingness to learn and become certified in ServiceNow is also acceptable.
What industries should candidates have experience in?
Candidates should have proven experience in the telecommunications industry, with an understanding of its trends, pain points, and processes. Knowledge of system architecture, use cases, and industry standards such as 3GPP, TMF, and MEF is also beneficial.
What qualifications are required for this role?
Candidates are required to have Salesforce certifications (such as Service Cloud Consultant). ServiceNow certifications (like CSA or CIS-CSM) are highly preferred.
What skills are emphasized for this role?
Key skills include strong problem-solving abilities, excellent communication skills for engaging and influencing stakeholders, technical acumen, user experience design focus, analytical skills, and leadership capabilities.
How does this role interact with clients?
The Solution Architect acts as the primary technical liaison for projects, oversees technical delivery, defines and architects technical solutions, and leads technical onboarding with clients.
What type of projects will the Solution Architect be involved in?
The Solution Architect will be involved in delivering complex service engagements and solutions involving ServiceNow products, particularly focused on Field Service Management (FSM).
Will there be opportunities for professional development in this position?
Yes, the position includes mentorship opportunities where the architect can guide developers and consultants on best practices in technical design and field service management workflows.
Is there a focus on thought leadership in this role?
Yes, the role includes contributing to webinars, whitepapers, and community groups aimed at highlighting expertise in field service management.
Does the company support a diverse working environment?
Yes, ServiceNow is committed to creating an inclusive environment where all voices are heard, valued, and respected, welcoming candidates from all backgrounds.