Role Description The Solution Architect (SA) position is a leadership position in the organization that is responsible for managing multiple sales opportunities and account teams/programs. The Solution Architect provides sales and solution assurance of services for clients through a range of internal and external functions in the following areas: - Solution - Account Interaction - Service Design Development - Practice pipeline responsibilities A ServiceNow SA has the experience and background to identify resources, resource allocation, integration requirements, contract attributes and costing, customer interaction, and other key aspects of solution-based managed services for complex deliverable-based, fully outsourced, or extremely large scale engagements or programs and contribute input to a larger cross-functional solution. The Solution Architect is a key member of the ServiceNow implementation project team and is responsible for the overall design of the application and mapping client business requirements from the project team to systems/technical requirements. The Solution Architect works as a team member along with the Project Manager, Technical Architect and supporting team members to deliver the complete solution for the customer. This role may require up to 50% travel. Key Accountabilities and Priorities: - Solution Development - Gain a clear understanding of customers’ business requirements and their technical requirements. - Understand, develop, and mature the solution design by collaborating with customers and stakeholders to manage their expectations and resolve sales, stakeholder, and delivery issues in a timely manner. - Facilitate internal communication and assembly of a delivery team for new engagements to include practice support, delivery (regional and/or practice), and account team members. - Consolidate solution status and proposed costing information across the project stakeholders. - Ensure sales/solution escalation procedures are addressed and communicated to client, consultants, and managers. - Implement knowledge management strategy and communicate process and procedures for knowledge transfer from sales/solutions to delivery. - Perform sales/solutions risk and opportunity issue management and facilitate issue resolution with proper notification to all affected parties. - Identify and coordinate the solution change control process. - Practice & Product Line Management - Perform periodic practice pipeline and opportunity analysis, product line review, and solution “health checks” with practice and delivery resources. - Examine customer reference-ability and establish on-going relationships with the customer and account team members. - Refine practice pipeline and product line attributes based upon metrics and analysis as well as overall fit within the marketplace and technological changes. - Support the development and execution of an Account Strategy in collaboration with internal stakeholders. - Management Responsibilities - Understand and manage customer requirements (solution and environmental factors) to ensure contract understanding and acceptance for deliverables, cost, contract type, timeline, risk and assumptions, and customer satisfaction. - Ensure solution methodology is understood by team from opportunity assessment to project closeout; sales to delivery knowledge transfer. - Financial and contractual responsibility for engagement profitability. - Maintain awareness for additional business opportunities and support pursuit of future business through quality results and escalation to internal stakeholders when additional business opportunities may present themselves. - Ensure Sales and Solutions management methodology is followed on all client opportunities. - Mentor, manage and develop product/project team members. Team size varies from 3 team members up to 8-10 team members. - Conduct annual reviews and provide feedback throughout the year on employee performance where required. - Ensure Human Resources policies and procedures are communicated and executed according to internal and consultant HR policies. Qualifications - Bachelors Degree or equivalent, relevant experience - 10+ years’ experience in information technology and/or professional services, with significant emphasis on ServiceNow. - Experience in delivering projects/programs, delivering and administrating client professional services agreements including the change management process. - Frequent interactions with external customers at the Director level or above; normal level of interactions is the CXO level; established consulting and interpersonal skills with 10+ years’ experience - 7+ years in IT service management/project management delivering projects/programs and daily delivery/consulting oversight within a professional services environment or equivalent, relevant experience in managing resources in ITSM/ITL environment. - IT Experience: Consultant, Architect, Enterprise Architect, Business Analyst, Development, or other IT experience. - ITIL Expert Certification Desired, but not required. - Sufficient understanding of Services Outsourcing and Project Management - ServiceNow certifications: Certified Implementation Specialist, Certified Architect, Certified Application Developer OR equivalent experience - Sales Enablement Ability to develop, market and sell services and products Requirements - Strong conceptual and analytical skills, which demonstrate out of the box problem solving - Proven ability to appropriately prioritize and plan complex work in a rapidly changing environment - Team player with experience leading and collaborating cross-teams to deliver successful solutions - Excellent oral and written communication skills (English language). - Superior people and personnel management skills. Benefits - Medical, Dental, and Vision - Critical Illness, Accident, and Hospital - 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available - Life Insurance (Voluntary Life and AD&D for employee and dependents) - Short and Long-Term Disability - Health Spending Account (HSA) - Transportation Benefits - Employee Assistance Program - Time Off/Leave (PTO, Vacation or Sick Leave) Company Description We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.