The Digital Consulting Architect, ServiceNow reporting to the Director, CRM will be responsible for leading the architecture, design, and delivery of ServiceNow Order Management (OM) solutions for enterprise clients. This role plays a critical part in translating complex business requirements into scalable, best-practice platform solutions — driving value across sales, fulfillment, and operational workflows. You will serve as a trusted advisor to clients while collaborating closely with internal delivery, pre-sales, and practice teams.
Your Key Responsibilities
- Solution Architecture: Lead the end-to-end architecture and design of ServiceNow Order Management solutions, including order capture, decomposition, orchestration, and fulfillment workflows aligned to client business needs.
- Requirements & Discovery: Facilitate discovery workshops with client stakeholders to gather and translate business and technical requirements into scalable OM design patterns and solution blueprints.
- Platform Configuration & Oversight: Guide and oversee the configuration of ServiceNow OM modules including order decomposition rules, fulfillment tasks, SLA management, and catalog-driven order flows.
- Integration Design: Define integration strategies between ServiceNow OM and external systems such as CRM, ERP, billing, and provisioning platforms, leveraging REST/SOAP APIs and IntegrationHub.
- Technical Leadership: Provide hands-on technical leadership to development and configuration teams, conducting design reviews, enforcing platform governance, and ensuring adherence to ServiceNow best practices.
- Stakeholder Engagement: Act as the primary technical point of contact for client architects, product owners, and business stakeholders, communicating solution design decisions clearly and confidently.
- Continuous Improvement: Identify opportunities to optimize order lifecycle processes, recommend platform enhancements, and contribute to the development of internal OM accelerators, templates, and reusable assets.
Requirements
- 7+ years of experience in ServiceNow implementation, with at least 3+ years focused on Order Management (OM) architecture and delivery
- Proven experience designing and deploying ServiceNow OM solutions including order decomposition, catalog integration, and fulfillment orchestration
- Strong understanding of ServiceNow platform fundamentals — Flow Designer, IntegrationHub, Service Catalog, CMDB, and Scripted APIs
- Experience integrating ServiceNow OM with CRM platforms (e.g., Salesforce, ServiceNow Sales OM) and ERP or billing systems
- Familiarity with Sales Order Management (Sales OM) and its handoff to fulfillment OM workflows is a strong asset
- Experience in telecom or CSP environments with exposure to Service Order Management (SOM), TM Forum APIs, or BSS/OSS integrations is considered a bonus
- ServiceNow Certified Implementation Specialist (CIS) or Certified Application Architect (CAA) designation preferred
- Strong communication and stakeholder management skills, with the ability to present complex architectural concepts to both technical and business audiences
- Comfortable operating in a fast-paced, client-facing consulting environment with the flexibility to adapt as project needs evolve
Benefits
- Unlimited Vacation/PTO
- Full Health Benefits and 401k Fixed Percentage Plan (USA only) RRSP (Canada)
- Fully remote and distributed teams
- Paid Parental Leave
- Ongoing training and education opportunities
- 0% Bureaucracy Culture - Focus is on responsibilities, not title
Like what you see but don’t meet every requirement? Apply anyways! Studies have shown that various groups (women and people of colour) are less likely to apply to jobs unless they meet every requirement. At Zaelab, we’re committed to building and fostering an inclusive accessible environment, where all employees feel valued, respected and supported. We are dedicated to creating a culture with a diversity of talented individuals who join, stay, and work in an environment that enables them to thrive.
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