ServiceNow

Senior Principal Solution Architect, Platform Expert Services

ServiceNow • $130K — $180K *
US-AnywhereRemote in Addison, TX
Technical Services
8 - 10 years of experience
1 month ago
Job Overview by Ladders

Qualifications

  • 8+ years of consulting/configuration experience with complex technologies
  • 5+ years implementing ServiceNow Workflow Solutions
  • Expertise in PaaS and Low Code platforms (e.g., Salesforce, PowerApps)
  • Knowledge of AI and Deep Learning Models, with a focus on Generative AI
  • Experience with ServiceNow's Predictive Intelligence and Virtual Agent
  • Proven ability to influence senior leaders in complex organizations
  • Customer-focused with a commitment to ensuring success

Responsibilities

  • Support pre-sales activities, including presentations and workshops
  • Lead project teams to achieve significant customer outcomes
  • Engage with senior leadership on implementation roadmaps
  • Design solutions for common customer use cases and share them widely
  • Build relationships with product owners to promote Workflow Solutions
  • Conduct presentations and webinars for field delivery stakeholders
  • Foster continuous improvement in delivery materials
  • Mentor team members and partners in the ecosystem

Benefits

  • ServiceNow certifications required or provided
  • Flexible work personas based on nature of work
  • Opportunities for professional development and training
  • Supportive environment for continuous improvement
  • Exposure to high-level client interactions and leadership engagement
Full Job Description
Job Description

The Team

The Customer Excellence Group at ServiceNow works with customers to help them achieve their business outcomes by providing prescriptive guidance. As part of the Customer Excellence Group, you will work with our customers to drive consumption, adoption, and customer satisfaction and ultimately help our customers grow their business on the ServiceNow platform by getting them to see the value of their ServiceNow investment.

The Role

The Solution Architect, Platform is a functional and technical expert consulting with customers on implementing a ServiceNow Workflow's Solutions based on best practices - all with the goal of accelerating and driving customer business outcomes. The role requires the person to be laser-focused on solving for the most relevant customer challenges - providing support during sales cycles, on direct engagements with our Customers and Partners, and advocating for customer needs within ServiceNow (e.g., Product Management, Customer & Partner Excellence, Training & Certification).

Solution Architect, Platform brings architectural guidance, business acumen in the industry (e.g., Low code platforms, AI, UX, integrations, App Engine Information Technology, etc.), along with deep product expertise, innovation, and knowledge capital to our customers and partners.

What you get to do in this role:
  • Support pre-sales activities like conducting sales presentations, leading solutioning/scoping discussions/workshops, estimating implementation engagement efforts in partnership with Services Account Executives, Solution Sales Executives/Consultants, Sales Account Executives, and Partner Sales Organizations
  • Be a lead member of an overall engagement project team focused on delivering successful and substantive customer outcomes, focused on inter-connectivity between Workflow applications and a Customer's technology landscape, while informing customer on governance best practices
  • Interacts with senior leadership or even CXO roles to support discussions related to their implementation roadmap and change management best practices for implementing applications within a Workflow
  • Design solutions using a Workflow's 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, to promote awareness of Workflow Solutions capabilities and roadmaps
  • Lead office hours, formal presentations, webinars and other learning events tailored to field delivery stakeholders (advisory, delivery, GTM, etc.) to showcase customer use cases and successes
  • Promotes continuous improvement practices for delivery/engagement materials in partnership with related Customer & Partner Excellence Team
  • 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


Qualifications
  • At least 8 years of consultation and/or configuration experience related to implementing complex, highly-capable, technologies - inclusive of integrations and portals
  • At least 5 years of consultation and/or configuration experience related to implementing the ServiceNow Workflow Solutions this position is posted for
  • Vast experience with leading PaaS and Low Code app Platform software (Salesforce, Outsystems, Pega, PowerApps etc.)
  • Understanding of AI Models, Deep Learning Models, and Large Language Models with a focus on Generative AI.
  • Experience with ServiceNow's Predictive/Task Intelligence, AI Search, and Virtual Agent is highly valued.
  • Demonstrated ability to influence and consult senior leaders (identification of needs, providing options with pros, cons and risks) in a complex organization, while also 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
  • ServiceNow Certifications:
    • Certified System Administrator (required or must achieve within the first 60 days)
    • Certified Application Developer
    • Certified Implementation Specialist
    • Desired ServiceNow Certifications:
    • Certified Technical Architect (required or must achieve within the first 120 days)
  • Beneficial Industry Certifications:
    • ITILv4
    • IT4IT
    • TOGAF


Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

About ServiceNow

ServiceNow provides cloud-based solutions that define, structure, manage, and automate services for enterprise operations in North America, Europe, the Middle East, Africa, the Asia Pacific, and other countries. The company offers service management solutions, including incident, problem, change, request, and cost management as well as service catalogs; and IT, HR, facilities, and field service management solutions. It also provides IT operations management solutions covering service mapping, delivery, and assurance solutions; business management solutions such as financial management, project portfolio suite, vendor performance management, and performance analytics as well as governance, risk, and compliance; and application development services.

ServiceNow Careers

Join the dynamic team at ServiceNow, a global leader in digital workflow solutions, where innovation and leadership converge to shape the future of work. At ServiceNow, we offer more than just job opportunities; we provide a platform for professional growth and a chance to be part of a culture that values diversity, creativity, and continuous learning.

Work You’ll Do

Embark on a career journey with ServiceNow and contribute to the world’s leading enterprises' digital transformation. Our team is at the forefront of developing cutting-edge technologies that improve how people work. With ServiceNow, you will use your skills to impact businesses and industries profoundly, driving efficiency and innovation.

Join Our Market-Leading Team

ServiceNow is not just another technology company. We are a team that thrives on diversity and leadership, fostering an inclusive environment that promotes growth and development. Our commitment to diversity training ensures that every team member can achieve their potential.

Innovative Work

ServiceNow is home to more than 10,000 dedicated professionals who lead the charge in digital workflows and enterprise solutions. As part of our team, you will engage in projects that merge technology with practical applications, creating revolutionary products that advance how services are delivered and managed.

Career Development

At ServiceNow, your career trajectory is filled with boundless opportunities. We support your growth with robust training programs, leadership development courses, and access to global challenges. Whether you are looking for an internship, full-time position, or leadership role, ServiceNow equips you with the tools to excel.

Be Part of a Great Team

Working at ServiceNow means being part of a community that values teamwork and innovation. Our collaborative environment encourages networking and sharing ideas, making our workplace vibrant and dynamic. The benefits of joining ServiceNow extend beyond comprehensive health and wellness; they include fostering professional connections and friendships that last a lifetime.

Explore Job Opportunities and Internships

Whether you’re a seasoned professional or a recent graduate, ServiceNow offers a range of employment options to suit your career goals. From internships that provide real-world experience to full-time positions that challenge you to leverage your expertise, we are committed to hiring the best talent.

Stay Connected

Join Our Team Search open positions that match your skills and interests. At ServiceNow, we look for passionate, curious, and solution-driven team players. Explore the possibilities that await you at a company that is committed to your professional success.

Keep Up to Date

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ServiceNow Careers

Empowering professionals to achieve more, ServiceNow is where careers are future-proofed, and ambitions are realized. Join us in our journey of growth and innovation.
Learn more about ServiceNow
Size
16,881 employees
Market Cap
$76.5 billion
Industry
Information Technology
Net Income
$118.5 million
Founded
2004
5 Year Trend
+33.5%
Revenue
$4.5 billion
NASDAQ
NOW
* Ladders Estimates

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