ServiceNow CSM Solution Architect – Pre-Sales & Consulting | Remote | Direct Hire
Tranzeal is an industry leading global Business Transformation Service Provider offering specific consulting services as well as prepackaged, industry specific solutions and services to companies around the world. Our Consulting Services are dedicated to helping our clients maximize their investments in IT and the overall effectiveness and efficiency of the business. Tranzeal s deep industry experience makes us the partner of choice for a growing number of Fortune 1000 companies, midsize enterprises and small businesses worldwide. We are currently looking for 'ServiceNow CSM Solution Architect – Pre-Sales & Consulting | Remote | Direct Hire' to support one of our clients with the following skills: Requirement: We're Hiring: ServiceNow CSM Solution Architect – Pre-Sales & Consulting Work Mode: Remote (Open to travel as required) Employment Type: Direct Hire Base Salary: $160,000–$200,000 per year Job Summary We are seeking an experienced ServiceNow CSM Solution Architect – Pre-Sales & Consulting to lead customer-facing solution architecture, consulting, and technology pre-sales engagements. The ideal candidate must have strong hands-on technical and functional expertise in ServiceNow Customer Service Management (CSM), combined with proven pre-sales, solutioning, and client-facing consulting experience. This role requires a professional who can understand customer business challenges, lead discovery workshops, design end-to-end CSM solutions, deliver compelling demonstrations, develop proposals and Statements of Work (SOWs), estimate solutions, and support sales opportunities through closure. Important: This is not a pure implementation or development role. Candidates must demonstrate a strong combination of technical depth, functional knowledge, solution architecture, and pre-sales capabilities. Mandatory Skills ServiceNow CSM: Strong hands-on technical and functional expertise in ServiceNow Customer Service Management. Solution Architecture: Proven experience designing end-to-end ServiceNow CSM solutions and implementation roadmaps. Pre-Sales & Solutioning: Hands-on experience in technology pre-sales, solution consulting, sales engineering, and solution design. Customer Service Management: Strong understanding of customer service processes, case management, customer portals, knowledge management, Agent Workspace, and Omni-Channel capabilities. ServiceNow Integrations: Experience with ServiceNow APIs, IntegrationHub, and integration architecture. Discovery & Consulting: Ability to lead customer discovery workshops, requirements gathering, business process analysis, and solutioning sessions. Demos & POCs: Experience delivering ServiceNow CSM demonstrations and proof-of-concept engagements. Proposal & Estimation: Experience preparing RFP/RFI responses, proposals, SOWs, solution estimates, staffing models, and technical presentations. Sales Pursuits: Proven ability to collaborate with Account Executives and sales teams throughout the sales lifecycle. Executive Communication: Strong client-facing communication, presentation, stakeholder management, and executive-level engagement skills. Certifications: CIS-CSM strongly preferred; CSA preferred.
Key Responsibilities
Lead ServiceNow CSM discovery, consulting, and solution architecture engagements. Understand customer service workflows, business challenges, pain points, KPIs, and digital transformation objectives. Translate business requirements into scalable, effective, and technically sound ServiceNow CSM solutions. Design end-to-end solution architectures, integration approaches, and implementation roadmaps. Conduct customer discovery workshops, technical discussions, and solutioning sessions. Deliver compelling ServiceNow CSM demos and POCs tailored to customer requirements. Prepare RFP/RFI responses, technical proposals, SOWs, estimates, staffing models, and executive presentations. Partner with sales teams and Account Executives to qualify opportunities, develop solution strategies, and support deal closure. Present proposed solutions, technical capabilities, business benefits, and value propositions to senior executives and business stakeholders. Support seamless transition from pre-sales solutioning to implementation and delivery teams. Identify opportunities to incorporate AI, Generative AI, Now Assist, Virtual Agent, workflow automation, and intelligent customer service capabilities. Required Qualifications 5+ years of ServiceNow experience, including strong hands-on ServiceNow CSM expertise. Strong technical and functional knowledge of ServiceNow CSM capabilities and solution architecture. Proven experience designing and presenting end-to-end ServiceNow CSM solutions. 3+ years of technology pre-sales, solution consulting, or sales engineering experience. Demonstrated experience supporting ServiceNow sales pursuits and customer-facing consulting engagements. Hands-on experience with ServiceNow integrations, APIs, and IntegrationHub. Experience with CSM Case Management, Customer Portal, Knowledge Management, Agent Workspace, Omni-Channel, and Virtual Agent. Proven experience leading discovery workshops, solution demonstrations, RFP/RFI responses, proposal development, SOW preparation, and solution estimation. Strong executive communication, presentation, analytical, and problem-solving skills. CIS-CSM certification strongly preferred; CSA certification preferred. Experience with ServiceNow Now Assist, AI capabilities, and intelligent workflow automation is highly desirable. Ideal Candidate Profile We are looking for a senior ServiceNow professional who can confidently manage the complete pre-sales solution lifecycle: Customer Discovery → Business & Technical Analysis → Solution Architecture → CSM Demonstration/POC → Proposal & SOW → Estimation → Sales Support → Delivery Transition The candidate must be equally comfortable discussing business challenges and value propositions with executive stakeholders and technical architecture with ServiceNow architects and developers. Candidates with only implementation, administration, or development experience and no meaningful pre-sales/solutioning background will not be a fit for this role. Interested Candidates If you have strong hands-on ServiceNow CSM expertise and a proven track record in solution architecture, pre-sales, and customer-facing consulting, we would love to hear from you. Please share your updated resume with [email protected]