Sobre

Location: (Remote) Engagement: Full-time Reporting to: Director of Engineering / Solution Delivery Lead Mission Own the end-to-end architecture and delivery of ServiceNow Sales & Order Management (SOM/OM) solutions—from product catalog & order capture through order decomposition, orchestration, fulfillment, and post-sales care—integrating with CRM/CPQ and ERP to accelerate quote-to-cash. What You’ll Do • Solution Architecture o Design target architectures for ServiceNow Order Management / Sales & Order Management (SOM) aligned to business goals and SLAs. o Model enterprise product catalogs (offers, products, services, rules, prices, bundles) and govern lifecycle. o Define order capture patterns (agent workspace, portals, external ingestion) and dynamic orchestration for fulfillment. • Standards & Integrations o Apply TM Forum standards ( where relevant; design and document Open API contracts. o Lead integrations with CRM/CPQ (Salesforce, Dynamics), ERP (SAP S/4HANA, Oracle), payment/tax, inventory, and entitlements. • Delivery Leadership o Run discovery, process mapping (lead-to-order, order-to-cash), and backlog definition; translate into epics/stories with acceptance criteria. o Guide configuration/low-code development (Flow Designer, IntegrationHub, Order Workspace), and steer any custom extensions. o Establish non-functional baselines (performance, security, resiliency) and oversee ATF/automation for regression. • Governance & Quality o Create architecture decision records (ADRs), reference blueprints, naming/versioning standards, and CI/CD conventions. o Conduct design reviews, risk assessments, and cutover/migration strategies for data and in-flight orders. • Stakeholder & Pre-Sales o Partner with Product/Business, run demos/POCs, shape SOWs, and estimate delivery—especially on multi-cloud, multi-region rollouts. • Coaching o Mentor admins/developers, upskill teams on SOM, catalog modeling, orchestration, and TMF APIs. Core Tech You Know (Hands-On) • ServiceNow: Order Management / SOM, Customer Service Management (CSM) for orders, Product Catalog, Pricing/Rules, Order Workspace, Flow Designer, IntegrationHub, ATF. • APIs/Standards: TMF-640 Product Ordering, TMF-641 Service Ordering, eventing/webhooks, OAuth/JWT, REST best practices. • Integrations: Salesforce (Sales/CPQ), SAP/Oracle ERPs, tax (Avalara), payments (Stripe/Adyen), identity (SSO/SAML/OIDC). • Data & Ops: Data migration/mapping, logging/observability, performance profiling on Now Platform. Qualifications • 7–10+ years on ServiceNow; 3+ years leading Order Management / SOM programs end-to-end. • Proven design/delivery of catalog-to-fulfillment solutions with measurable outcomes (order cycle time, fall-out reduction). • Certifications strongly preferred: ServiceNow CSA, CIS-CSM, CAD (or equivalent). TM Forum knowledge a plus. • Clear, executive-ready communication and the ability to translate business goals into pragmatic technical roadmaps. • Comfortable leading globally distributed teams and vendor ecosystems. Nice-to-Haves • Telecom/media domain (add/change/suspend/resume/disconnect, site/location, inventory reservations). • CPQ strategy (bundling, pricing/eligibility rules), entitlement/subscription management. • Exposure to product telemetry & SLAs (order jeopardy, proactive ops).