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ServiceNow Retail Operations Architect – SME
Bravium Consulting Inc.. Act as the subject matter expert on store operations, field and district management, store-to-HQ communication, and store execution .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in ServiceNow Retail implementation and solution design, with a strong focus on customer service management and retail operations. Capable of leading cross-functional teams and translating operational challenges into effective platform solutions.
Highest-signal resume keywords
ServiceNow Implementation ExperienceCustomer Service ManagementRetail Operations ManagementSolution Design for Multi-Site OperationsStrong Communication Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
ServiceNow RetailSolution DesignProcess MappingRequirements GatheringConfiguration ManagementOperational Pain Point AnalysisPhased Rollout PlanningProofs of ConceptAI Agent IntegrationRetail Capability Design
Soft Skills
FacilitationExecutive PresenceClient-Facing CommunicationTeam LeadershipStakeholder Engagement
Tools & Technologies
ServiceNowNow AssistRetail PortalMobile ExperienceBreak-Fix Management
Certifications & Qualifications
ServiceNow CSACIS-Customer Service ManagementCIS-Field Service Management
Industry Keywords
Retail OperationsMulti-Site RetailBig-Box RetailHome Improvement RetailStore Management
Tech Stack
Tools & technologiesServiceNow
About the role
Key responsibilities & impact- Act as the subject matter expert on store operations, field and district management, store-to-HQ communication, and store execution
- Lead discovery workshops, current-state process mapping and future-state design with store, regional and HQ stakeholders
- Own the solution design for ServiceNow Retail, including the CSM foundation, retail organization hierarchy, related party configurations, roles, and Install Base
- Design and configure Retail capabilities including store inquiry, HQ communications, in-store operations cases, store plans, store audits, Break-Fix, and the Retail portal and mobile experience
- Design for enterprise scale so models proven in pilot stores extend across thousands of locations
- Lead proofs of concept and solution demonstrations with ServiceNow
- Build phased rollout roadmaps and level-of-effort estimates
- Guide developers and functional leads, review configurations, and maintain alignment with ServiceNow best practices and minimal customization
- Identify opportunities for Now Assist and AI agents to improve store support and HQ efficiency
- Contribute to proposals, solution narratives, and client-facing deliverables
Requirements
What you’ll need- 5+ years in retail operations, such as store, district or regional management, or retail operations or HQ support roles
- 3+ years hands-on ServiceNow implementation experience
- Customer Service Management strongly preferred
- Experience leading requirements and solution design for multi-site or distributed operations
- Ability to translate operational pain points into platform solutions and explain trade-offs to business and technical audiences
- Strong facilitation, communication and executive presence in client-facing settings
- Implementation experience with ServiceNow Retail (Retail Service Management) or another ServiceNow industry solution preferred
- ServiceNow CSA preferred, plus CIS-Customer Service Management and/or CIS-Field Service Management preferred
- Experience with big-box, home improvement or other large multi-site retailers preferred
- Pre-sales, POC or rapid prototyping experience with a ServiceNow partner or ServiceNow directly preferred
- Familiarity with Now Assist and agentic workflows on the platform preferred
- Identity verification after a conditional offer and prior to the start date is a required condition of employment
Benefits
Comp & perks- 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 robust training and professional development program
- Employee Assistance Program (EAP) for mental health and wellness support