Sr. Solution Architect (ESM Presales)

• Role Overview

Presales Sr. Solution Architect, a self-driven individual who can independently shape and win Enterprise Service Management (ESM) deals on ServiceNow® and Atlassian®. The ideal candidate combines strong ITIL® consulting depth with hands-on platform knowledge and the commercial acumen to turn customer requirements into compelling solutions, effort estimates, pricing and proposals.

Job Description

a. Own the end-to-end solutioning for ESM opportunities – from discovery and requirement analysis through solution design, effort sizing, pricing, proposal and solution defense

b. Respond to RFIs, RFPs and BAFOs with clear, well-structured functional and technical responses, assumptions, scope and SOWs

c. Lead discovery workshops and prepare questionnaires to uncover customer pain points, current-state maturity and target outcomes

d. Build and present capability presentations, product demos and solution walkthroughs to business and technical stakeholders, up to CXO level

e. Design delivery and resourcing models for assessments, implementations, migrations and managed services (AMS) engagements

f. Work with sales, delivery and ServiceNow / Atlassian partner teams on licensing, SKU mapping and joint pursuits

g. Create and maintain reusable presales assets – proposal content, estimation templates, case studies and one-sliders

h. Provide a detailed handover to the delivery team and act as functional & technical consultant through the sales/contract cycle

i. Travel to international or domestic customer locations as per business requirements

• Required Skills & Expertise:

a. Presales & Solutioning

i. Proven ability to translate business requirements into end-to-end ESM solutions and articulate the business value

ii. Strong skills in effort estimation, resource loading, Gantt/plan creation and pricing across fixed-price, T&M and managed services models

iii. Experience writing winning proposals, executive summaries and SOWs, with sharp storytelling in PowerPoint and solid modelling in Excel

iv. Confidence in leading orals, solution defense and objection handling with customers and advisors

b. Platform & Technology

i. Strong functional knowledge of ServiceNow® ITSM, plus working knowledge of at least two other workflows – ITOM, ITAM/HAM/SAM, HRSD & Employee Center, IRM, Security Operations, CSM or App Engine

ii. Good understanding of ServiceNow® licensing, SKUs and packaging to map products to customer scope

iii. Working knowledge of Atlassian® Jira Service Management and Confluence, and of tool migrations to ServiceNow® or JSM

iv. Awareness of GenAI / Agentic AI on the platform (Now Assist, Virtual Agent, AIOps) and the ability to position realistic use cases

v. Understanding of integration, automation and platform governance concepts (Integration Hub, upgrades, configuration vs customization)

c. Professional Skills

i. Excellent written and verbal English communication, including business writing and the ability to explain technical concepts in non-technical language

ii. Strong customer orientation and ability to work with all levels of client and internal stakeholders

iii. Analytical problem-solver with a passion for designing creative solutions

iv. Close attention to detail and accuracy; deadline driven and results oriented, able to manage multiple bids in parallel

v. Ability to organize, delegate and leverage support from other parts of the organization

vi. Flexible attitude and comfort working in a fast-changing environment as part of the driving force behind change

• Qualifications & Experience:

a. 8 – 10 years of IT experience, of which at least 5 – 7 years in presales for IT / Enterprise Service Management

b. Hands-on delivery or operational experience on ServiceNow® (preferred) or similar tools such as Jira Service Management, BMC Remedy® or Cherwell®

c. ITIL® 4 Foundation certification (mandatory)

• Good to Have:

a. ServiceNow® certifications – CSA and one or more CIS (ITSM, HRSD, IRM, ITOM, etc.)

b. SIAM Foundation / Professional certification; ITIL® 4 Managing Professional or Strategic Leader

c. Exposure to Agile, Design Thinking or TOGAF® methodologies

d. Atlassian® certifications (e.g. Jira Service Management)

e. Industry experience in Retail, Healthcare & Life Sciences or BFSI