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Accenture · 12 hours ago

Service Desk/ServiceNow Solutions Architect*

Albany, New York Metropolitan Area

Full-time

Hybrid

Senior Level, Lead/Staff

$74K/yr - $219K/yr

8+ years exp

Accenture, through its subsidiary Navisite, is a trusted digital transformation partner for global brands. The role involves functioning as a Solution Architect, focusing on ServiceNow ITSM and Service Desk operations, designing solutions, and collaborating with clients to enhance IT service management and operational transformation.

Business Information SystemsConstructionConsultingInformation ServicesInformation TechnologyInfrastructureManagement ConsultingOutsourcing

No H1B

Responsibilities

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

ServiceNow ITSM architectureService Desk operationsSolution architectureIntegration patternsITIL-aligned processesAutomation modelsCollaborationTechnical presentations

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