Role: Service

Now Architect / Presales Lead Location: Bangalore/Hyderabad/Chennai Experience: 10–15 years in enterprise platforms with 6 years on Service

Now; proven presales leadership on mid‑to‑large pursuits Role Summary You will lead solutioning and presales for Service

Now 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 (Integration

Hub, 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, Integration

Hub, 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, App

Dynamics), ITSM peers, HRIS/ERP/CRM, and Dev

Ops (Azure Dev

Ops/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 Service

Now; proven presales leadership on mid‑to‑large pursuits. - Deep expertise in at least two: ITSM, ITOM (Discovery/Service Mapping/Event), CSM, ITAM; solid 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, Integration

Hub, 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 - Service

Now 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.

📌 ServiceNow Architect / Presales Lead (India)
🏢 Sonata Software
📍 India