Service Desk Solutions Architect - Pre-Sales Specialist

We Are:

Navisite, a part of Accenture, is your trusted partner in digital transformation, serving both emerging and established brands globally. Our focus is on providing customer-centric solutions that meet the unique needs of mid-market and small enterprise clients. Our team excels in digital transformation and managed services with a wealth of knowledge in cloud, infrastructure, and application services aimed at enhancing our clients' digital foundations. Operating across various industries including health, life sciences, technology, consumer goods, and retail, we empower businesses to modernize and become more agile and scalable. Since January 2024, our team of over 1,400 professionals has joined forces with Accenture, positioning us to help customers modernize their IT for the AI era.

You Are:

An experienced Enterprise Solution Architect with deep expertise in Service Desk operations and ServiceNow IT Service Management (ITSM) solutions. You excel at engaging prospective customers during the pre-sales cycle, working with sales teams to design, present, and communicate powerful technical solutions that transform IT service management, automation, and operational efficiency.

With a solid understanding of the challenges faced in Service Desk operations such as SLA compliance, incident workflows, automation strategies, and knowledge management, you translate these challenges into scalable solutions on the ServiceNow platform. You are adept at shaping solution architecture, collaborating effectively with clients, and delivering insightful live demonstrations of ITSM and related ServiceNow modules.

The Work:

Your main responsibility will be to function as the Solution Architect for diverse opportunities involving Application Managed Services and Professional Services for Enterprise IT systems, specifically focusing on ServiceNow ITSM and Service Desk transformation.
• Lead Pre-Sales Architecture & Solutioning for ServiceNow ITSM:
• Oversee the design, development, and implementation of ServiceNow ITSM solutions throughout the pre-sales process.
• Architect comprehensive solutions across all major ITSM modules, including Incident, Problem, Change, Request, CMDB, Knowledge, Service Catalog, Service Portal, Discovery, Service Mapping, Workflow/Flow Designer, Automation Engine, and Integrations.
• Customize managed-services and professional-services delivery models to align with client objectives.
• Demonstrate ServiceNow ITSM & Service Desk Capabilities:
• Deliver technical presentations, live demonstrations, and proof-of-concepts that showcase ServiceNow ITSM and Service Desk best practices.
• Manage demo environments highlighting automation, SLA tracking, workflow optimization, reporting, dashboards, and integrations.
• Tailor demonstrations to Service Desk personas (agents, managers, executives) to illustrate measurable value.
• Architect Service Desk & ITIL-Aligned Solutions:
• Evaluate customer environments, ITSM workflows, Service Desk maturity, and operational challenges.
• Provide expert insights into ITIL-aligned Service Desk processes, including Incident triage, Problem analysis, Change enablement, Request fulfillment, and Knowledge management.
• Advise on modernization strategies such as AIOps, virtual agents, automation, shift-left, and self-service experiences.
• Represent the Solution to Senior Stakeholders:
• Facilitate solution discussions with leadership from Operating Groups, sales executives, CIO organizations, Service Desk leaders, and functional owners.
• Communicate architectural decisions and integration patterns, emphasizing compelling business value.
• Governance, Risk & Delivery Alignment:
• Lead Technology Delivery sign-off, ensuring alignment with business objectives, risks, pricing, SLAs, and delivery feasibility.
• Support standards by collaborating with Legal, Commercial, and Corporate Development Transaction Services.
• Contribute to or oversee relevant contractual terms, operational commitments, and service definitions.
• Collaborate Across Sales, Delivery & SMEs:
• Work closely with sales teams, ServiceNow product specialists, and delivery organizations to validate solution architectures.
• Support proposal development by creating:
• Technical architecture documents,
• Solution descriptions,
• Delivery models,
• Cost-benefit analysis,
• SOW inputs.
• Support Post-Sale Stabilization:
• Assist Technology leadership in establishing delivery Points of Contact.
• Lead early deal stabilization activities for a seamless transition from presales to delivery.

Travel may range from 0% to 100% depending on deal stage, client discussions, and business needs.

Here's what you need:
• A minimum of 8 years in a technology environment (outsourcing, managed services, or systems integration preferred).
• A minimum of 5 years of hands-on technical experience with Service Desk/ServiceNow and a profound understanding of Service Desk processes and operations.
• A minimum of 5 years in solution planning, deal shaping, or presales architecture.
• A Bachelor's degree or equivalent (12 years of work experience). If you have an Associate's Degree, a minimum of 6 years of relevant experience is required.

Accenture offers a competitive benefits suite including medical, dental, vision, life, and long-term disability coverage, a 401(k) plan, bonuses, paid holidays, and paid time off.

Join us to advance your career and be part of a dynamic team focused on driving transformation and delivering value!