Principal Solution Architect, ITSM

About the Position

Principal Solution Architect, ITSM

Join ServiceNow as a Principal Solution Architect, ITSM, to drive customer business outcomes with advanced technology workflow solutions.

Responsibilities

• Support pre-sales activities like conducting sales presentations, leading solutioning/scoping discussions/workshops, estimating implementation engagement efforts in partnership with various teams.
• Be a lead member of an overall engagement project team focused on delivering successful and substantive customer outcomes.
• Interact with senior leadership or even CXO roles to support discussions related to their implementation roadmap and change management best practices.
• Design solutions using Technology Workflow solutions for common customer use cases, publishing those use cases for broader consumption.
• Establish mutually beneficial relationships with a Workflow’s product owners and stakeholders.
• Lead office hours, formal presentations, webinars, and other learning events tailored to field delivery stakeholders.
• Promotes continuous improvement practices for delivery/engagement materials in partnership with related teams.
• Enable and mentor other members of the ServiceNow delivery team and partner ecosystem.
• Up to 50% travel annually, driven by customer needs and internal meetings.

Requirements

• At least 8 years of consultation and/or configuration experience related to implementing complex, highly-capable technologies; including integrations and portals.
• At least 5 years of consultation and/or configuration experience related to implementing the ServiceNow Technology Workflow solution suite.
• Vast and varied experience across leading Technology software platforms.
• Demonstrated ability to influence and consult senior leaders, providing thought leadership to sponsors/stakeholders in solving business process and/or technical problems.
• Customer-centric mentality, willing to go the extra mile for the customer, and will break down all barriers to ensure customer success.
• Interacts well with both technical and non-technical customers, attains relevant technical and business requirements, analyzes information, and designs comprehensive solutions.
• Capable of developing visually rich and professional conceptual design documents targeted to varying audiences of business and technical aptitude.
• Experience conducting solutions presentations and obtaining customer acceptance to solution design.
• Strong capabilities in forging trust, engaging a remote or in-person audience.
• Strong aptitude toward communicating complex business and technical concepts using visualization and modeling aids. Ability to conceptualize and design sophisticated wireframes, workflows, and diagrams.
• A passion to continually study new technologies and functionality, as well as be involved in projects that push the capabilities of existing technologies.
• Required ServiceNow Certifications:
  • Certified System Administrator (required or must be achieved within the first 60 days)
  • At least 2 relevant Certified Implementation Specialist certifications (ITSM, ITOM)
• Desired ServiceNow Certifications:
  • Certified Technical Architect (required or must be achieved within the first 365 days)

We Offer

• Competitive salary
• Flexible or Remote work options
• Professional development opportunities

About the Company

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone-freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow-helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.