Level: FJ11 | Experience: 10+ years | Location: Flexible, with travel as required

Job Summary

Lead the end-to-end solutioning of ServiceNow opportunities—from client discovery and solution design through estimation, proposal, bid defence, and transition to delivery. The role converts business and service-management needs into a practical platform roadmap, implementation approach, managed-services model, and measurable value case

Key Responsibilities 

• Lead qualification, discovery workshops, solution design, estimation, proposal development, demonstrations, bid defence, and delivery handover.
• Assess client processes, platform maturity, pain points, governance, data readiness, user experience, and transformation priorities.
• Design fit-for-purpose solutions across ITSM, ITOM, SPM, CSM, HRSD, SecOps, GRC, Asset Management, and Enterprise Service Management.
• Translate requirements into process designs, user journeys, platform capabilities, integrations, scope, roadmap, and operating model.
• Define assumptions, dependencies, risks, responsibilities, effort, team structure, commercials, and delivery approach.
• Create RFP responses, statements of work, solution narratives, estimates, benefit cases, and executive presentations.
• Work with technical, delivery, commercial, partner, and client teams to ensure the solution is scalable, secure, commercially sound, and delivery-ready.
• Develop reusable propositions, estimation models, workshop assets, and industry-specific ServiceNow solutions.

Presales & Solution Expertise 

• Strong IT service management process design experience and practical knowledge of ITIL-aligned operating models. 

• Deep functional knowledge of ITSM, ITOM, and Strategic Portfolio Management / ITBM, with broader awareness of adjacent ServiceNow workflows. 

• Strong experience with ServiceNow implementation, development, upgrades, maintenance, platform administration, and technical architecture.  

• Hands-on knowledge of ServiceNow scripting and configuration, including JavaScript, Glide APIs, client and server-side components, security rules, flows, notifications, import sets, and custom applications.  

• Deep integration knowledge covering REST, SOAP/WSDL, JSON, MID Server, Integration Hub, authentication patterns, error handling, monitoring, and integration support 

• Experience defining service catalogs, request models, CMDB governance, service mapping outcomes, asset processes, metrics, SLAs, dashboards, reporting, and Performance Analytics requirements. 

• Understanding platform implementation lifecycle, upgrades, release governance, testing, training, organizational change, adoption, and managed-service operations. 

• Proven experience estimating functional scope and identifying cost drivers, risks, dependencies, exclusions, and conditions required for a credible commercial model. 

Qualifications / Certifications 

• Bachelor's degree in business, Engineering, Computer Science, Information Systems, or a related discipline; equivalent relevant experience may be considered. 

• 10+ years of IT experience with significant ServiceNow consulting, process transformation, solutioning, or presales responsibility. 

• 5+ years of IT service management process design experience and strong exposure to ServiceNow implementations or transformations. 

• ServiceNow Certified System Administrator preferred; one or more relevant Certified Implementation Specialist credentials strongly preferred. 

• ITIL certification is strongly preferred; process, architecture, agile, project, change-management, or business-analysis certification is advantageous. 

• Experience in at least 2-3 end-to-end ServiceNow implementation or major transformation and multiple complex presales pursuits is preferred. 

SOFT SKILLS & SUCCESS MEASURES 

• Excellent written, oral, presentation, facilitation, and executive stakeholder-management skills. 

• Strong analytical, troubleshooting, estimation, decision-making, and structured problem-solving capability. 

• Quality-oriented mindset with disciplined production of proposals, architectures, estimates, assumptions, and delivery-ready artifacts. 
• Collaborative team players who can mobilize matrix teams, manage competing priorities, and work effectively across cultures and time zones. 

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