Service Desk and ServiceNow Solutions Architect

We are excited to welcome you to Navisite, a part of Accenture, where we are dedicated to being your trusted partner in digital transformation. Our expertise spans cloud solutions, infrastructure services, and application management, tailored specifically for mid-market and small enterprise customers. With a team specializing in digital transformation, we help clients across various industries including health, life sciences, technology, consumer goods, and retail, modernize their operations for the AI era.

You will play a pivotal role as an Enterprise Solution Architect with extensive knowledge in Service Desk operations and ServiceNow IT Service Management (ITSM) solutions. Your primary focus will be engaging prospective clients during the presales cycle, collaborating with sales teams to design and present innovative technical solutions that enhance IT service management and operational transformation.

This role demands a comprehensive understanding of modern Service Desk operations including SLA compliance, incident workflows, automation, and omnichannel support. You will translate these needs into scalable solutions built on the ServiceNow platform and deliver compelling live demonstrations showcasing ITSM and related modules.

The Work:

• Function as a Solution Architect across various opportunities related to Application Managed Services and Professional Services.
• Design solutions leveraging your extensive experience with ServiceNow and ITSM workflows.
• Co-create solutions with clients, advising on best practices, and demonstrating platform capabilities.
• Shape proposals that enable efficient, automated, and ITIL-aligned service delivery.

Key Responsibilities:

• Lead the design and implementation scope of ServiceNow ITSM solutions during the presales phase.
• Architect solutions that cover all major ITSM modules: Incident, Problem, Change, Request, CMDB, Knowledge, Service Catalog, Service Portal, and more.
• Conduct technical presentations, live demos, and proof-of-concepts showcasing best practices in ServiceNow.
• Maintain demo environments demonstrating automation, SLA tracking, reporting, workflows, and integrations.
• Analyze customer environments and ITSM workflows to provide expert guidance on ITIL-aligned processes.
• Represent solutions to senior stakeholders, emphasizing business-value-focused narratives.
• Ensure alignment with business objectives, risks, SLAs, and delivery feasibility in governance and risk management.
• Collaborate with sales, delivery teams, and SMEs to validate solution architectures and support proposal development.
• Assist in post-sale stabilization activities for a seamless transition from presales to delivery.

Travel may vary based on client discussions and business needs.

Qualifications:

• Minimum of 8 years in a technology environment, preferably in outsourcing, managed services, or systems integration.
• At least 5 years of hands-on experience with Service Desk/ServiceNow and a solid understanding of Service Desk operations.
• A minimum of 5 years in solution planning, deal shaping, or presales architecture.
• A Bachelor’s degree or equivalent experience (minimum 12 years without a degree; 6 years experience with an Associate's degree).

Join us at Navisite, where your expertise will help our clients modernize their IT systems and succeed in a digital-first world!