Position Location: Ft Bragg, Fayetteville, NC


Description: SOFtact Solutions (STS) is seeking a proven senior level ServiceNow Solution Architect to join our team. The Senior Solution Architect is responsible for managing the successful deployment of the ServiceNow platform, acting as the primary customer contact for solution definition, implementation, and deployment; handling any known issues; mitigating risks; providing status reporting to all stakeholders; maintaining high levels of customer satisfaction; and, ultimately, ensuring that the ServiceNow platform supports Department of Defense mission. Additionally, as the lead ServiceNow Architect, this candidate should possess the technical knowledge and experience to provide architectural oversight, direction, and decision making. This position requires a TS/SCI security clearance.


Education: Bachelor’s degree in Computer Science, STEM, or related technical field


Qualifications: 5+ years of ServiceNow platform experience, with a comprehensive understanding of the product suite, technical analysis, and ITSM, CSM, ITBM, ITOM business processes



  • Facilitate discovery and requirements gathering workshops with a variety of executive, leadership, process, technical, and end-user stakeholders
  • Lead the solution design and implementation efforts
  • Provide solution options and approaches and facilitate customer decision making when necessary
  • Design reusable solution components and approaches that will assist in subsequent implementation projects
  • Advise on business process and service management best practices
  • Demonstrate both the standard and tailored product to prospects and existing customers
  • Forge strong relationships within the ServiceNow organization and community to collaboratively serve the needs of current or potential clients
  • Assist in the sales process providing architectural and technical insight and documentation
  • Scope and develop proposals
  • Lead and direct project team with an emphasis on mission over self
  • Foster a culture of team success and individual excellence
  • Mentor project team members on process, platform, solution architecture, and organizational change management
  • Develop customer relationships and build customer trust in the SOFtact brand
  • Own the full life cycle of the ServiceNow platform implementation process from strategy and design to training and delivery
  • Establish strong rapport with clients and keep both internal and external stakeholders informed of progress on a consistent basis
  • Improve the customer experience continuously by connecting the value and benefit of the ServiceNow platform to client needs and objectives
  • Reporting of project status and timecards
  • Participate in Sprint planning, user story, and backlog grooming
  • Manage project scope, schedule, and budget
  • Facilitate scoping revisions and change order process
  • Identify, prevent, and mitigate project issues and risks
  • Drive project governance and communications
  • Ensure customer satisfaction throughout the project and conduct lessons learned


Required Skills:

  • Creative problem-solving skills
  • Commitment to the mission
  • Project management experience
  • Exceptional verbal and writing skills
  • Exceptional presentation and articulation skills
  • Relationship-building through open, honest, and frequent communication
  • Ability to take ambiguous requirements and construct a logical approach to clients
  • Persuasive ability to paint a vision and inspire others to that vision
  • Experience in leading large, transformative engagements
  • Experience managing both waterfall and Agile projects
  • Strong sense of urgency and deadline-orientation
  • Flexible and adaptable in challenging work environments
  • Deep and broad knowledge of the ServiceNow platform (3+ years)
  • Pre-Sales and/or experience in implementing ServiceNow and/or being the platform owner as a ServiceNow customer (3+ years)
  • ServiceNow Certified System Administrator (CSA) certification
  • One or more ServiceNow Certified Implementation Specialist (CIS) certifications


Preferred Skills:

  • Successful track record in delivering ServiceNow implementations on time and on budget with exceptional CSAT scores and with verifiable references
  • Experience working in a consultative environment where listening and collaboration are key
  • Experience with scoping and proposal development
  • Service Management industry experience


Clearance: TS/SCI


SOFTACT Solutions is an equal opportunity and affirmative action employer. We consider applicants without regard to race, color, religion, creed, gender, national origin, age, disability, genetic information, marital or veteran status, or any other category protected by federal, state, or local law.