Accenture · 2 weeks ago
Service Desk/ServiceNow Presales DEMO Solutions Architect
Albany, New York Metropolitan Area
Full-time
Hybrid
Senior Level, Lead/Staff
$74K/yr - $219K/yr
8+ years expAccenture, through its subsidiary Navisite, is a trusted digital transformation partner for global brands. The role involves acting as a Solution Architect for ServiceNow ITSM and Service Desk operations, driving presales architecture, and collaborating with clients to deliver tailored solutions.
Business Information SystemsConstructionConsultingInformation ServicesInformation TechnologyInfrastructureManagement ConsultingOutsourcing
No H1B
Responsibilities
Function as a Solution Architect across opportunities of all sizes involving Application Managed Services and Professional Services for Enterprise IT systems—particularly centered on ServiceNow ITSM and Service Desk operation and transformation
Design solutions leveraging deep experience in ServiceNow, ITSM workflows, and Service Desk operations
Co-create solutions with clients, advise on best practices, demonstrate platform capabilities, and shape proposals that enable efficient, automated, ITIL-aligned service delivery
Lead the design, development, and implementation scope of ServiceNow ITSM solutions during the presales cycle
Architect solutions covering all major ITSM modules: Incident, Problem, Change, Request, CMDB, Knowledge, Service Catalog, Service Portal, Discovery, Service Mapping, Workflow/Flow Designer, Automation Engine, Integrations
Shape managed-services and professional-services delivery models tailored to client needs
Deliver technical presentations, live demos, and proof-of-concepts showcasing ServiceNow ITSM and Service Desk best practices
Build and maintain demo environments illustrating automation, SLA tracking, workflow optimization, reporting, dashboards, and integrations
Tailor demos to Service Desk personas (agents, managers, executives) to show measurable value
Analyze customer environments, ITSM workflows, Service Desk maturity, and operational challenges
Provide expert guidance on ITIL-aligned Service Desk processes, including: Incident triage & escalation, Problem root-cause analysis, Change enablement, Request fulfillment, Knowledge management
Recommend modernization strategies (AIOps, virtual agents, automation, shift-left, self-service experiences)
Lead solution discussions with Operating Group leadership, sales executives, CIO organizations, Service Desk leaders, and functional owners
Communicate architectural decisions, integration patterns, and delivery rationale in a compelling, business-value-focused narrative
Drive Technology Delivery sign-off, ensuring alignment with business objectives, risks, pricing, SLAs, and delivery feasibility
Promote standards by coordinating with Legal, Commercial, and Corporate Development Transaction Services
Provide input—or take accountability—for relevant contractual terms, operational commitments, and service definitions
Work closely with sales teams, ServiceNow product specialists, and delivery organizations to validate solution architectures
Support proposal development through creation of: Technical architecture documents, Solution descriptions, Delivery models, Cost-benefit analysis, SOW inputs
Assist Technology leadership in identifying delivery Points of Contact
Lead early deal stabilization activities to ensure a smooth handoff from presales to delivery
Qualification
Required
Minimum 8 years in a technology environment (outsourcing, managed services, or systems integration preferred)
Minimum 5 years of hands‑on technical experience with Service Desk/ServiceNow and deep expertise and understanding of Service Desk processes and operations
Minimum 5 years in solution planning, deal shaping, or presales architecture
Bachelor's degree or equivalent (12 years work experience). If Associate's Degree: 6 years minimum related experience
Expert proficiency in ServiceNow ITSM architecture, configuration, and demos
Strong domain expertise in Service Desk operations
Ability to collaborate with sales, SMEs, and delivery teams
Comfort designing integration patterns, workflows, scripting solutions, and automation models
Company
Accenture
Accenture is a professional services company that provides solutions in strategy, consulting, digital, technology and operations.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$6MKey Investors
Youth Business International
2018-10-01Grant· $6M
2001-07-27IPO
Leadership Team
Jeff Laue
CEO and Senior Managing Director of Accenture Digital Inside Sales
Aditya Tandon
Intelligent Automation Canada Lead
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