Service Desk / ServiceNow Solutions Architect - Presales

We Are:

Navisite, a part of Accenture, has positioned itself as a reliable digital transformation partner for both emerging and established brands globally. We deliver tailored, customer-centric solutions with global capabilities specifically designed to meet the requirements of mid-market and small enterprise customers. Our team excels in digital transformation and managed services, holding profound expertise in cloud, infrastructure, and application services aimed at strengthening clients' digital foundations. With experience spanning multiple cloud providers, enterprise applications, and digital technologies, we serve diverse industries, including health, life sciences, technology, consumer goods, and retail. Our adaptive and client-focused approach enables us to support businesses in modernizing and becoming more agile, robust, and scalable. Since January 2024, our dedicated team of over 1,400 professionals has joined forces with Accenture, empowering us to assist customers in modernizing their IT for the AI era.

You Are:

An Enterprise Solution Architect possessing extensive knowledge in Service Desk operations and ServiceNow IT Service Management (ITSM) solutions.

Your ability to engage prospective customers during the presales cycle is exceptional, as you collaborate with sales teams to design, present, and communicate impactful technical solutions that enhance IT service management, automation, and operational transformation.

You are well-versed in the challenges of contemporary Service Desk operations, including SLA compliance, incident workflows, automation, shift-left strategies, knowledge management, agent experience, and omnichannel support, translating these into scalable solutions on the ServiceNow platform.

Comfortable in shaping solution architecture, you collaborate with clients and deliver polished live demonstrations of ITSM and related ServiceNow modules.

The Work:

Your main responsibility will be to serve as the Solution Architect across opportunities of various sizes involving Application Managed Services and Professional Services for Enterprise IT systems, particularly focusing on ServiceNow ITSM and Service Desk operations and transformation.

You will devise solutions using your deep experience in ServiceNow, ITSM workflows, and Service Desk operations. This includes collaboratively creating solutions with clients, advising on best practices, demonstrating platform capabilities, and shaping proposals that facilitate efficient and automated ITIL-aligned service delivery.

This role requires:

Expert proficiency in ServiceNow ITSM architecture, configuration, and demos.

Strong domain expertise in Service Desk operations.

A collaborative spirit with sales, SMEs, and delivery teams.

Comfort in designing integration patterns, workflows, scripting solutions, and automation models.

Lead Pre-Sales Architecture & Solutioning for ServiceNow ITSM:

Direct the design, development, and implementation scope of ServiceNow ITSM solutions throughout the presales cycle.

Architect solutions encompassing all major ITSM modules such as:

Incident, Problem, Change, Request, CMDB, Knowledge, Service Catalog, Service Portal, Discovery, Service Mapping, Workflow/Flow Designer, Automation Engine, Integrations. Tailor managed-services and professional-services delivery models to align with client needs.

Demonstrate ServiceNow ITSM & Service Desk Capabilities:

Conduct technical presentations, live demos, and proof-of-concepts that showcase ServiceNow ITSM and Service Desk best practices.

Develop and manage demo environments that illustrate automation, SLA tracking, workflow optimization, reporting, dashboards, and integrations.

Customize demos for Service Desk personas (agents, managers, executives) to demonstrate measurable value.

Architect Service Desk & ITIL-Aligned Solutions:

Assess customer environments, ITSM workflows, Service Desk maturity, and operational challenges.

Provide expert guidance on ITIL-aligned Service Desk processes, including:

Incident triage & escalation, Problem root-cause analysis, Change enablement, Request fulfillment, Knowledge management. Advise on modernization strategies such as AIOps, virtual agents, automation, shift-left, and self-service experiences.

Represent the Solution to Senior Stakeholders:

Facilitate solution discussions with Operating Group leadership, sales executives, CIO organizations, Service Desk leaders, and functional owners.

Communicate architectural decisions, integration patterns, and delivery rationale with a focus on compelling business value.

Governance, Risk & Delivery Alignment:

Lead Technology Delivery sign-off, ensuring alignment with business objectives, risks, pricing, SLAs, and delivery viability.

Promote standards by collaborating with Legal, Commercial, and Corporate Development Transaction Services.

Contribute to or hold accountability for relevant contractual terms, operational commitments, and service definitions.

Collaborate Across Sales, Delivery & SMEs:

Work closely with sales teams, ServiceNow product specialists, and delivery organizations to validate solution architectures.

Support proposal development through the creation of:

Technical architecture documents, Solution descriptions, Delivery models, Cost-benefit analysis, SOW inputs. Support Post-Sale Stabilization:

Assist Technology leadership in identifying delivery Points of Contact.

Lead early deal stabilization activities for a smooth transition from presales to delivery.

Travel may range from 0% to 100% depending on deal stage, client discussions, and business needs.

Here's what you need:

A minimum of 8 years in a technology environment (outsourcing, managed services, or systems integration preferred).

A minimum of 5 years of hands-on technical experience with Service Desk/ServiceNow and a deep understanding of Service Desk processes and operations.

A minimum of 5 years in solution planning, deal shaping, or presales architecture.

A Bachelor's degree or equivalent (12 years of work experience). If Associate's Degree, 6 years minimum related experience.

Accenture provides a competitive suite of benefits, including medical, dental, vision, life, and long-term disability coverage, a 401(k) plan, bonuses, paid holidays, and paid time off.

Join us to advance your career and be part of a dynamic team focused on driving transformation and delivering value!