ServiceNow Retail Operations Architect – SME

This is a fully remote position, open to applicants in United States.

📋 Description

• Serve as the subject matter expert in store operations, field and district management, communication between stores and HQ, and store execution.

• Facilitate discovery workshops, map current processes, and design future-state solutions in collaboration with store, regional, and HQ stakeholders.

• Take ownership of the solution design for ServiceNow Retail, which includes the CSM foundation, retail organization hierarchy, related party configurations, roles, and Install Base.

• Create and configure Retail capabilities such as store inquiries, HQ communications, in-store operations cases, store plans, audits, Break-Fix processes, and the Retail portal and mobile experience.

• Design solutions for enterprise scale, ensuring that models validated in pilot stores can be applied across thousands of locations.

• Lead proofs of concept and solution demonstrations using ServiceNow.

• Develop phased rollout roadmaps and provide estimates of level-of-effort.

• Support developers and functional leads, review configurations, and ensure alignment with ServiceNow best practices while minimizing customization.

• Identify opportunities to enhance store support and HQ efficiency through Now Assist and AI agents.

• Contribute to proposals, solution narratives, and client-facing deliverables.

⛳️ Requirements

• A minimum of 5 years in retail operations, including roles in store, district, or regional management, or retail operations and HQ support.

• At least 3 years of hands-on experience with ServiceNow implementation.

• Strong preference for experience in Customer Service Management.

• Proven experience leading requirement gathering and solution design for multi-site or distributed operations.

• Ability to translate operational challenges into platform solutions and articulate trade-offs to both business and technical audiences.

• Excellent facilitation, communication, and executive presence in client-facing environments.

• Preferred implementation experience with ServiceNow Retail (Retail Service Management) or another ServiceNow industry solution.

• ServiceNow CSA certification is preferred, along with CIS-Customer Service Management and/or CIS-Field Service Management certifications.

• Experience with big-box, home improvement, or other large multi-site retail operations is preferred.

• Desired pre-sales, proof of concept, or rapid prototyping experience with a ServiceNow partner or directly with ServiceNow.

• Familiarity with Now Assist and agentic workflows on the platform is preferred.

• Successful completion of identity verification after a conditional offer and prior to the start date is a mandatory condition of employment.

🏝️ Benefits

• 15 PTO days

• 11 paid holidays

• Medical Insurance

• Dental Insurance

• Vision Insurance

• Short Term and Long Term Disability coverage with 100% premium support

• 401k Program with Bravium matching 100% of up to 4% of salary

• Training Program

• Employee Assistance Program

• Maternity Leave

• Paternity Leave

• Annual performance bonuses

• Referral bonus

• Flexible work arrangements

• Access to a comprehensive training and professional development program

• Employee Assistance Program (EAP) for mental health and wellness support