Service Desk/ITSM Presales Demo Solutions Architect

Solution Architecture Associate Manager
|
Mid-Level
|
Full time

Job No. R00303445
|
Multiple Locations

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Job Description

We Are:

Navisite, part of Accenture, has evolved to become a trusted digital transformation partner for growing and established global brands. We provide global capabilities, customer-centric solutions, and flexible approaches that are specifically rightsized for the needs of mid-market and small enterprise customers. This team specializes in digital transformation and managed services with deep expertise in cloud, infrastructure and application services dedicated to assisting clients in building a strong digital core. With experience across multiple cloud providers, enterprise applications and digital technologies, Navisite serves clients in the health and industrial, life sciences, technology, consumer goods and retail industries. Given their customer-centric solutions and flexible approaches, this team is adept at scaling our services for clients seeking to modernize and build more agile, resilient, and scalable businesses. The Navisite team of more than 1,400 members globally joined Accenture in January 2024. As part of Accenture, you will be working with an ambitious, collaborative team more empowered than ever to help customers modernize their IT for the AI era.

You Are:

An Enterprise Solution Architect with deep expertise in Service Desk operations and IT Service Management (ITSM) solutions.

You excel at engaging prospective customers during the presales cycle, partnering with sales teams to design, present, and articulate compelling technical solutions that address IT service management, automation, and operational transformation.

You understand the realities of modern Service Desk operations—SLA compliance, incident workflows, automation, shift-left strategies, knowledge management, agent experience, and omnichannel support—and can translate those needs into scalable solutions.

You are equally comfortable shaping solution architecture, collaborating with clients, and delivering polished live demonstrations of ITSM and associated modules.

The Work:

Your primary responsibility is to function as a Solution Architect across opportunities of all sizes involving Application Managed Services and Professional Services for Enterprise IT systems—particularly centered on Service Desk/ITSM operation and transformation.

You will design solutions leveraging deep experience in ServiceDesk, ITSM workflows, and Service Desk operations. You will co‑create solutions with clients, advise on best practices, demonstrate platform capabilities, and shape proposals that enable efficient, automated, ITIL‑aligned service delivery.

This role requires:

• Expert proficiency in ITSM architecture, configuration, and demos
• Strong domain expertise in Service Desk operations
• Ability to collaborate with sales, SMEs, and delivery teams
• Comfort designing integration patterns, workflows, scripting solutions, and automation models

Lead Pre‑Sales Architecture & Solutioning for ITSM:

• Lead the design, development, and implementation scope of ITSM solutions during the presales cycle.

• Architect solutions covering all major ITSM modules:

• Incident, Problem, Change, Request, CMDB, Knowledge, Service Catalog, Service Portal

• Discovery, Service Mapping, Workflow/Flow Designer, Automation Engine, Integrations
• Shape managed‑services and professional‑services delivery models tailored to client needs.

Demonstrate ITSM & Service Desk Capabilities:

• Deliver technical presentations, live demos, and proof‑of‑concepts showcasing ITSM and Service Desk best practices.
• Build and maintain demo environments illustrating automation, SLA tracking, workflow optimization, reporting, dashboards, and integrations.
• Tailor demos to Service Desk personas (agents, managers, executives) to show measurable value.

Architect Service Desk & ITIL‑Aligned Solutions:

• Analyze customer environments, ITSM workflows, Service Desk maturity, and operational challenges.

• Provide expert guidance on ITIL‑aligned Service Desk processes, including:

• Incident triage & escalation

• Problem root‑cause analysis
• Change enablement
• Request fulfillment
• Knowledge management
• Recommend modernization strategies (AIOps, virtual agents, automation, shift-left, self‑service experiences).

Represent the Solution to Senior Stakeholders:

• Lead solution discussions with Operating Group leadership, sales executives, CIO organizations, Service Desk leaders, and functional owners.
• Communicate architectural decisions, integration patterns, and delivery rationale in a compelling, business‑value‑focused narrative.

Governance, Risk & Delivery Alignment:

• Drive Technology Delivery sign‑off, ensuring alignment with business objectives, risks, pricing, SLAs, and delivery feasibility.
• Promote standards by coordinating with Legal, Commercial, and Corporate Development Transaction Services.
• Provide input—or take accountability—for relevant contractual terms, operational commitments, and service definitions.

​

Collaborate Across Sales, Delivery & SMEs:

• Work closely with sales teams, product specialists, and delivery organizations to validate solution architectures.

• Support proposal development through creation of:

• Technical architecture documents

• Solution descriptions
• Delivery models
• Cost‑benefit analysis
• SOW inputs

Support Post‑Sale Stabilization:

• Assist Technology leadership in identifying delivery Points of Contact.
• Lead early deal stabilization activities to ensure a smooth handoff from presales to delivery.

Travel may range from 0% to 100% depending on deal stage, client discussions, and business need

Qualification

Here's what you need:

• Minimum 8 years in a technology environment (outsourcing, managed services, or systems integration preferred).
• Minimum 5 years of hands‑on technical experience with Service Desk/ITSM and deep expertise and understanding of Service Desk processes and operations
• Minimum 5 years in solution planning, deal shaping, or presales architecture.
• Bachelor’s degree or equivalent (12 years work experience). If Associate’s Degree: 6 years minimum related experience.

Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired as set forth below.

We anticipate this job posting will be posted until 5/15/2026/

Accenture offers a market competitive suite of benefits including medical, dental, vision, life, and long-term disability coverage, a 401(k) plan, bonus opportunities, paid holidays, and paid time off. See more information on our benefits here:

U.S. Employee Benefits | Accenture

Role Location                                  Annual Salary Range

California                                           $73,800 to $218,800

Cleveland                                            $68,300 to $175,000

Colorado                                            $73,800 to $189,000

District of Columbia                         $78,500 to $201,300

Illinois                                                 $68,300 to $189,000

Maryland                                           $73,800 to $189,000

Massachusetts                                  $73,800 to $201,300

Minnesota                                         $73,800 to $189,000

New York                                           $68,300 to $218,800

New Jersey                                        $78,500 to $218,800

Washington                                      $80,200 to $201,300

Locations

Chicago, IL

Albany, NY

Arlington, VA

Atlanta, GA

Austin, TX

Beaverton, OR

Bentonville, AR

Boston, MA

Carmel, IN

Charlotte, NC

Cincinnati, OH

Cleveland, OH

Columbus, OH

Culver City, CA

Denver, CO

Des Moines, IA

Detroit, MI

Hartford, CT

Houston, TX

Irving, TX

Kirkland, WA

Miami, FL

Milwaukee, WI

Minneapolis, MN

Morristown, NJ

Mountain View, CA

Nashville, TN

New York City, NY

Oklahoma City, OK

Overland Park, KS

Philadelphia, PA

Pittsburgh, PA

Raleigh, NC

Redmond, WA

Sacramento, CA

San Diego, CA

San Francisco, CA

Scottsdale, AZ

Seattle, WA

St. Louis, MO

St. Petersburg, FL

Walnut Creek, CA

Additional Information

Requesting an Accommodation

Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.

If you would like to be considered for employment opportunities with Accenture and have accommodation needs such as for a disability or religious observance, please call us toll free at 1 (877) 889-9009 or send us an email or speak with your recruiter.

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communi

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