Senior ServiceNow Solution Architect - FSM (US)

Why Us 

NewRocket, a global, full-service Elite ServiceNow partner, helps top enterprise leaders solve their toughest business problems and navigate change with confidence. The go-to ServiceNow guide, NewRocket was recently awarded the “ServiceNow 2024 Partner Award for Employee Workflow, Americas region” and “2024 ServiceNow Customer and Industry Workflows Delivery Success Partner (CIWF)”

We work with some of the world’s biggest brands, bridging the gap between what customers expect and what their technology can deliver.  We #GoBeyondWorkflows to create new kinds of experiences for our customers. 

Come join our Crew and be a part of ServiceNow MVPs & Rising Stars! 

Why You

NewRocket is a global team made up of ServiceNow professionals who help our customers run and grow their ServiceNow environments.  We are hiring for a Senior ServiceNow Solution Architect – FSM for our Customer Practice. The candidate will be responsible for leading the successful delivery of ServiceNow solutions and services, for large client programs. The Sr. Solution Architect is responsible for leading and mentoring a team of Software Engineers on projects and aligning project tasks to engineers’ skill set.  As a Sr. Solution Architect, you will be responsible for hosting workshops, architecting, designing, and implementing solutions on the ServiceNow platform. The Sr. Solutions Architect will provide technical pre-sales support and input regarding solutions, structure, and growth for complex professional services projects. The candidate will join an existing team working within the US and Canada.

What You Will Be Doing

• Assist Pre-Sales team with scoping service engagements typically involving multiple ServiceNow products and complex integrations with client applications/systems
• Serve as primary technical point-of-contact for projects and as the face of the engineering team to the customer 
• Define, at an architectural and design level of detail, technical solutions aligned with the client’s business problems and ServiceNow Implementation Best Practices
• Write/estimate Stories, monitor engineers work, and own overall quality and delivery of development; may perform a portion of development on Stories that cannot be delegated
• Responsible for demos and delivery of additional documentation, proof of concepts, and knowledge transfer activities for project and crew members
• Work collaboratively with Project Manager to monitor for scope creep and resolve critical path technical issues, complex business processes, and escalations from customers
• Collaborate with Pre-sales and project managers to ensure solutions are not introducing unnecessary customization and minimize technical debt
• Draft and publish to company repository technical and process documentation.
• Prepare and facilitate customer workshops to capture and define customer’s requirements.
• Collaborate with Pre-Sales team and Delivery Organization on creating plans that drives results based on the customers’ requirements and budget
• Research industry impact and innovative opportunities to propose NewRocket product enhancements.
• Provide engineers with architectural blueprints/requirements for implementations

What You Bring Along

• Experience with CSM, FSM on the ServiceNow Platform.
• 8-12 years’ experience in application development at a SaaS, PaaS, or Enterprise Software Development Company.
• 3+ Years of ServiceNow Platform Experience with an in-depth understanding of ServiceNow architecture.
• Experience with Order Management for Customer Service Management
• Passion in engineering science and technology. Applying principles, techniques, procedures, and equipment to the design and production of managed services.
• Collaboration with customers is something you love to do! Including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Strong problem-solving skills and the ability to simplify complex situations.
• Fundamental understanding of the CSM data model (Accounts, Contacts, Cases, Entitlements, etc.).
• Experience with documentation software (e.g., Microsoft Word, Excel, PowerPoint, Lucidchart).
• Experience with IT systems and technology platforms.
• Adapts quickly in a fast-paced environment!

Technical Skills

• Proven ability to consult as a key technical resource leading the development and delivery of ServiceNow solutions in client environments
• Knowledge of ITIL, minimum Foundation and/or CSDM, Common Service Data Model.
• Proficient i