- Remote, United States
- Remote
- 5+ years
Lead solution design for retail clients using ServiceNow Retail, combining deep store operations experience with hands‑on ServiceNow expertise.
Responsibilities
- 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 and in‑store operations cases, store plans, store audits, Break‑Fix, and the Retail portal and mobile experience.
- Design for enterprise scale so a model proven in a few pilot stores extends cleanly across thousands of locations.
Requirements
- Nice to have: ServiceNow Retail (Retail Service Management)
- Nice to have: big‑box retail experience
- Nice to have: home improvement retail experience
- Nice to have: pre‑sales
- Nice to have: POC