ServiceNow Architect / Presales Lead

Role: ServiceNow Architect / Presales Lead

Location: Bangalore/Hyderabad/Chennai

Experience: 10-15+ years in enterprise platforms with 6+ years on ServiceNow; proven presales leadership on mid to large pursuits

Role Summary

You will lead solutioning and presales for ServiceNow pursuits and provide architecture oversight for strategic deliveries. The role blends client facing advisory, bid leadership (RFI/RFP/Orals), demo/POV orchestration, and reference designs across ITSM, ITOM (incl. Discovery/Service Mapping), CSM, ITAM, and platform capabilities (IntegrationHub, Flow Designer, CMDB, ATF). You'll shape win themes, produce compelling proposals/SOWs/estimates, and ensure delivery ready architectures that scale, integrate, and unlock value-now increasingly with Now Assist (GenAI) and AI enabled experiences.

Key Responsibilities

Presales & Deal Leadership (Primary)

- Own technical strategy for pursuits: discovery, solution hypothesis, value articulation/TCO/ROSI, competitive positioning, and win theme development.

- Lead RFI/RFP responses: solution architecture, estimation, SOW, staffing plans, risks & assumptions, and traceability to requirements.

- Orchestrate tailored demos/POVs across ITSM/ITOM/CSM/ITAM and platform capabilities (Flow Designer, IntegrationHub, Virtual Agent, Mobile, ATF).

- Partner with Sales/Alliances/Marketing to shape offers, accelerators, and reference architectures for target industries and US geo opportunities.

- Present and defend solutions to business, architecture, and procurement stakeholders; run executive storylines and objection handling.

Architecture & Delivery Oversight (Secondary)

- Define end to end reference architectures: multi instance strategy, domain separation, performance, security, and compliance.

- Govern platform foundations: CMDB strategy, Discovery & Service Mapping, health scans, observability, and upgrade roadmaps.

- Direct integration patterns (REST/SOAP, webhooks, eventing) with Entra ID/Okta (SAML/OAuth), ITOM AIOps tools (e.g., Splunk, Dynatrace, AppDynamics), ITSM peers, HRIS/ERP/CRM, and DevOps (Azure DevOps/Jira).

- Embed Now Assist and GenAI constructs where relevant (knowledge search, case deflection, agent assist, content summarization) with guardrails.

- Mentor Tech Leads/Developers; uphold design quality, estimation accuracy, and transition to delivery readiness.

Required Skills

- 10-15+ years in enterprise platforms with 6+ years on ServiceNow; proven presales leadership on mid to large pursuits.

- Deep expertise in at least two: ITSM, ITOM (Discovery/Service Mapping/Event), CSM, ITAM; strong CMDB & data model mastery.

- Track record producing winning proposals, defensible estimates, and SOWs; confident in orals and solution defense.

- Hands on platform depth: Flow Designer, IntegrationHub, ATF, performance best practices, upgrade planning, and platform security.

- Integration design with common enterprise stacks (SSO, IDP, event mgmt, observability, ITSM peers, ERP/HR).

- Excellent client communication, storytelling, and C suite facilitation.

Nice to Have SKills

- ServiceNow Certifications: CSA (required); CIS-ITSM / CIS ITOM / CIS CSM (2+ preferred); CAD; CTA/CMA a plus.

- Exposure to Now Assist/GenAI, Process Optimization, App Engine/Creator workflows.

- Industry familiarity in HLS/Services/Hitech/BFSI, aligning to our pursuit mix.