Partner Technology Architect — Autonomous Workforce

ServiceNow•Vienna, VA

About The Position

ServiceNow is seeking a senior technical strategist to drive partner growth across AI-powered enterprise workflows, including IT service and operations management, employee experience, and strategic portfolio execution. The role combines technical expertise in ITSM, ITOM, HRSD, and SPM with business acumen, partner activation, and the ability to translate complex operational and employee-experience requirements into commercially viable solutions. As a practice-aligned architect in the Autonomous Workforce Practice, you will provide specialized IT, operations, and employee-workflow expertise alongside partner-aligned Partner Technology Architects and Partner Solution Engineers. The practice focuses on workflows where AI agents, automation, and people work together. This role helps partners transition from ticket-driven service models to AI-native operations, enabling them to position, build, and deliver differentiated solutions that replace legacy platforms and produce measurable outcomes. The role emphasizes co-innovation, partner technical enablement, executive engagement, competitive strategy, and connecting operational architecture to business value. It does not include platform configuration, development, solution delivery, commercial contract or pricing ownership, day-to-day partner relationship management, or ownership of product roadmap decisions.

Requirements

At least 8 years of pre-sales, solution architecture, or technical consulting experience, with demonstrated success in ITSM, ITOM, employee experience, or enterprise service management solutions.
At least 5 years of deep domain expertise in IT service management, IT operations, HR service delivery, or enterprise workflow automation platforms.
Expert knowledge of service and operations architectures, including incident, problem, and change management; CMDB/CSDM; event management and AIOps; knowledge management; and employee self-service.
Demonstrated understanding of the competitive landscape, including BMC, Atlassian, Ivanti, Microsoft, and emerging enterprise service management platforms.
Deep expertise in IT or employee-experience transformation in at least two industry verticals.
Proven experience engaging CIO, IT operations, and CHRO executives and communicating operational transformation strategies to diverse audiences.
Experience working with partner ecosystems such as GSIs, SIs, and ISVs, and understanding partner business models and co-selling dynamics.
Working knowledge of AI-enabled operations use cases, including virtual agents, autonomous incident resolution, predictive analytics, AIOps, and automated remediation workflows.
Experience leveraging AI or critically assessing how to integrate AI into work processes, decision-making, or problem-solving.

Nice To Haves

Experience with ServiceNow IT Service Management, IT Operations Management, HR Service Delivery, and/or Strategic Portfolio Management.
ServiceNow certifications such as CIS-ITSM, CIS-Discovery, CIS-Event Management, CIS-HR, or CSA, or equivalent platform certifications.
Experience with competitive platforms such as BMC Helix, Jira Service Management, or Ivanti.
Background in IT operations strategy consulting, service management transformation, or employee experience design.
Industry experience in Financial Services, Healthcare, Manufacturing, Telecommunications, or Public Sector.

Responsibilities

Co-create autonomous-operations architectures and reference architectures with partners for ITSM, ITOM, HRSD, SPM, and industry-specific operational workflows.
Drive partner adoption of AI-enabled capabilities, including AI agents for employee and IT self-service, autonomous incident resolution, predictive operations, AIOps analytics, and automated change and remediation.
Build reusable co-innovation assets such as solution templates, industry accelerators, demo environments, and operational workflow blueprints.
Provide expertise in employee experience architectures, including Employee Center design, virtual agent configuration, and cross-workflow orchestration across IT, HR, and operations.
Share partner ecosystem needs with internal teams and influence ITSM, ITOM, HRSD, and SPM product architecture and roadmap discussions.
Lead partner technical workshops and engage CIO, VP of IT Operations, and CHRO stakeholders to co-design autonomous-workforce solutions.
Execute strategic proofs of concept that demonstrate ticket reduction, deflection, lower operational costs, and improved employee productivity.
Guide partners on competitive positioning against legacy ITSM and ITOM platforms and explain ServiceNow's AI-native, single-platform differentiation.
Present architecture and industry-specific operational strategies to executive audiences.
Design and deliver partner architecture training, workshops, and executive briefings.
Mentor partner architects and pre-sales teams on solution positioning, competitive differentiation, and industry-specific operational patterns.
Assess partner technical capabilities across IT and employee workflows, identify gaps, and develop capability maturation plans and certification pathways.
Represent ServiceNow Autonomous Workforce innovation at industry events and IT and HR transformation forums, and contribute to thought leadership content.
Collaborate with partner-aligned Partner Technology Architects on joint business planning.
Guide partners from concept through validated solution to scalable commercialization with clear monetization pathways.
Connect operational architecture to measurable outcomes such as mean time to resolution, deflection rate, operational cost reduction, and employee productivity.
Maintain expertise in ITSM, ITOM, and employee-service markets, including BMC Helix, Atlassian Jira Service Management, Ivanti, Microsoft, Freshservice, and emerging platforms.
Advise partners on coexistence and migration strategies for customers moving from legacy ITSM and ITOM platforms.
Monitor industry-specific adoption patterns across IT and employee workflows and translate market intelligence into partner-relevant insights.
Travel for partner, customer, and organizational activities up to 25%.