ServiceNow Retail Operations Architect/SME

Bravium Consulting is a dynamic and rapidly growing firm specializing in technology and management consulting for both public and private sector clients. Our team of skilled, certified professionals is dedicated to delivering innovative, effective, and fast-executing solutions. As a three-time ServiceNow Partner of the Year - winning Creator Workflow Partner of the Year in 2022, ServiceNow Store Partner of the Year in 2024 AND 2025 ServiceNow Worldwide Innovation Partner of the Year! - we take pride in our expertise and commitment to excellence. At Bravium, we believe that our people are our greatest strength, which is why we invest in hiring top talent who align with our core values:

• Strive for Greatness
• Do the Right Thing
• Foster Teamwork
• Respect Each Other
• Grow Together

Bravium is seeking a ServiceNow Retail Operations Architect / SME to lead solution design for retail clients. You’ll combine deep store operations experience with hands-on ServiceNow expertise. You’ll serve as the retail voice in discovery and the design authority for the Retail data model, partnering with ServiceNow account teams on proofs of concept and leading the path from POC to full rollout.

Key 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 (division, region, district, store), 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.
• Lead proofs of concept and solution demonstrations with ServiceNow, and build the phased rollout roadmap and level of effort that follow.
• Guide developers and functional leads, review configurations, and keep builds aligned with ServiceNow best practices and minimal customization.
• Identify where Now Assist and AI agents can improve store support and HQ efficiency.
• Contribute to proposals, solution narratives and client-facing deliverables.

Required Qualifications

• 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, with 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.

Preferred Qualifications

• Implementation experience with ServiceNow Retail (Retail Service Management) or another ServiceNow industry solution.
• ServiceNow CSA, plus CIS-Customer Service Management and/or CIS-Field Service Management.
• Experience with big-box, home improvement or other large multi-site retailers.
• Pre-sales, POC or rapid prototyping experience with a ServiceNow partner or ServiceNow directly.
• Familiarity with Now Assist and agentic workflows on the platform.

About Bravium Consulting Bravium Consulting provides technology and management consulting services for the public and private sectors. Our team is comprised of skilled, certified consultants that help clients achieve success with effective, created, and rapidly-executed solutions. Bravium Consulting is rapidly growing and we are always looking for intelligent and motivated people to join our team. We are committed to excellence so training, supporting, and empowering our team is a top priority for us. We offer competitive salaries and a comprehensive benefits package which includes:

• 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

Bravium Consulting verifies candidate identity as part of its hiring process to prevent interview fraud and protect company and client data. Identity verification is conducted after a conditional offer of employment and prior to the start date is a required condition of employment.

Bravium Consulting is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.