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. Were building an AI-native culture where technology and talent are unstoppable together. And were 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 ServiceNows 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 customers "North Star" operating model by architecting ServiceNows platform strategy across workflow, intelligence, and governance layers. Unlike traditional solution consultants who validate product fit, you own the transformation narrative: you uncover whats possible, co-create the future state with customer executives, and position ServiceNow as the essential platform enabling that vision.

Your expertise will span ServiceNows application portfolio, platform architecture, and enterprise transformation methodology. Youll lead discovery workshops, design and own the end-to-end technical value narrative, and maintain executive momentum across a 9–18 month transformation journey. Youll 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 customers "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 hasnt 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 whats 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 ServiceNows 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