Director, Enterprise Solution Consultant

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

Job Description

As a Transformational Platform Consultant , you will be the technical strategist and storyteller who co-designs holistic, multi-year transformation visions for ServiceNow's most valuable customers—pulling them beyond point-product thinking into enterprise-scale operational transformation.

You will serve as the trusted technical advisor to 2–3 Elevate Pursuit Leads driving transformational deal development. You will design the customer's "North Star" operating model by architecting ServiceNow's platform strategy across workflow, intelligence, and governance layers. Unlike traditional solution consultants who validate product fit, you own the transformation narrative: you uncover what's possible, co-create the future state with customer executives, and position ServiceNow as the essential platform enabling that vision.
Your expertise will span ServiceNow's application portfolio, platform architecture, and enterprise transformation methodology. You'll lead discovery workshops, design and own the end-to-end technical value narrative, and maintain executive momentum across a 9–18 month transformation journey. You'll work hand-in-hand with Elevate Pursuit Leads, specialized product solution consultants, engineering, cross-functional product specialists, and account teams to translate customer pain into architectural possibility.

Core Responsibilities
Strategic Platform Architecture & Transformation Narrative

• Co-design the customer's "North Star" operating model with Pursuit Leads and customer executives
• Own the technical transformation narrative: articulate the "why" and "what" of the platform architecture, not just the "how"
• Lead discovery workshops and ideation sessions that unlock what the customer hasn't yet imagined is possible
• Translate customer business imperatives (cost, speed, experience, control, risk) into a coherent ServiceNow platform hypothesis that creates genuine competitive advantage
• Uncover what's possible; position ServiceNow as the essential platform enabling that vision

Executive Engagement & Conviction-Building

• Build and deliver the technical point of view for compelling C-level and board-level presentations that position the transformation as a business imperative, not an IT project
• Drive C-suite conversations on business outcomes (revenue, efficiency, innovation, control, risk) and how ServiceNow platform architecture enables them
• Move customers out of single-product or siloed-BU thinking into integrated, platform-centric operational models
• Co-create transformation stories with Pursuit Leads and customer executives—building conviction through authentic partnership, not presentation
• Maintain executive momentum across the 9–18 month journey, working through customer uncertainty and competing priorities

Technical Credibility & Methodology

• Demonstrate authoritative knowledge of ServiceNow's platform architecture, workflow orchestration, AI governance, and integration patterns
• Map customer use cases to appropriate ServiceNow products (ITSM, ITOM, CSM, FSM, GRC, CMDB, Intelligence) within a coherent platform strategy
• Identify and articulate technical risks, integration dependencies, and architectural tradeoffs early
• Partner with specialist solution consultants and product teams to validate platform feasibility and scope transformational architecture

Pursuit Deal Development & Strategy Partnership

• Partner with Elevate Pursuit Leads on deal development strategy, technical approach, and customer engagement planning
• Coordinate pre-sales discovery, architecture validation, and technical deliverables to maximize deal velocity and strategic value capture
• Develop proposal architecture, transformation roadmaps, and go-live readiness assessments that reflect the 9–18 month journey
• Ensure clean handoff to delivery teams with clear technical specifications, architecture documentation, and value-realization milestones
• Own technical risk identification and mitigation across the deal cycle

Domain & Industry Leadership

• Maintain deep understanding of industry-specific challenges, trends, and ServiceNow success patterns (e.g., Financial Services digital transformation, Healthcare interoperability, Manufacturing resilience)
• Serve as a voice of the field: bringing customer feedback to Product and driving innovation in service of transformation outcomes
• Contribute to Elevate enablement, battle cards, and industry-specific sales plays

Qualifications

Experience

• 10+ years in enterprise pre-sales consulting, customer success, or solution architecture roles (ServiceNow experience preferred but not required)
• Demonstrated success in account-based, long-cycle (12+ month) deal environments with C-level stakeholder engagement
• Proven experience designing and owning end-to-end transformation strategies or operating model redesigns
• Track record of building and delivering executive-level presentations and strategic recommendations

Technical Knowledge

• Authoritative understanding of enterprise workflow platforms, business process automation, and IT service management principles
• Working knowledge of IT service management (ITSM) best practices: incident, change, problem, and request management
• Demonstrated technical knowledge of at least two major ServiceNow application modules (ITOM, CSM, FSM, GRC, CMDB, or Intelligence)
• Comfort with enterprise architecture concepts: integration patterns, data governance, platform consolidation, and API-driven orchestration
• Understanding of business process discovery, workflow design, and process optimization methodology

Leadership & Collaboration

• Strong executive presence: ability to build credibility with C-suite, drive conversations, and influence strategic direction
• Excellent storytelling and presentation skills: ability to craft compelling narratives, pivot messaging for different audiences, and drive conviction
• Collaborative mindset: proven ability to work across sales, delivery, product, and customer teams toward shared outcomes
• Problem-solving orientation: strong critical thinking, intellectual curiosity, and comfort with ambiguity in complex customer environments

Personal Attributes

• Self-directed and proactive: ability to take ownership, manage competing priorities, and maintain momentum across long deal cycles
• Customer-centric: genuine empathy for customer challenges, commitment to building transformation that sticks
• Adaptable: ability to operate effectively across different customer cultures, industries, and stakeholder dynamics
• Growth mindset: enthusiasm for learning new technologies, methodologies, and business domains

Preferred

Qualifications

• ServiceNow product expertise (platform, workflow, AI, or industry cloud experience)
• Customer-side experience (having worked inside an enterprise on digital transformation or operational change initiatives)
• Industry-specific domain expertise (Financial Services, Healthcare, Manufacturing, Public Sector)
• Sales process or GTM experience (understanding deal stages, buyer personas, and sales methodology)
• Public speaking or conference presentation experience

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.  

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact View email address on us.fitly.work for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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