Partner Technology Architect — Autonomous Workforce

ServiceNow•Vienna, VA

3h•$118,500 - $183,675

About The Position

ServiceNow is seeking a Partner Technology Architect for its Autonomous Workforce Practice. This senior technical strategist drives partner growth across AI-powered enterprise workflows, including IT service and operations management, employee experience, and strategic portfolio execution. The role combines deep expertise in ServiceNow ITSM, ITOM, HRSD, and SPM with business acumen, partner activation, and the ability to translate complex requirements into commercially viable solutions. The architect works alongside partner-aligned Partner Technology Architects and Partner Solution Engineers as a specialist in IT, operations, and employee workflows. The role helps partners move from traditional ticket-driven service models to AI-native operating models in which work is detected, routed, and resolved autonomously. It supports partners in positioning, building, and delivering differentiated solutions that can replace legacy platforms and produce measurable operational outcomes. The architect co-creates operational architectures and reusable assets, supports AI-enabled use cases, and provides expertise in employee experience architecture. The position also leads partner and executive workshops, proofs of concept, competitive positioning, partner enablement, joint business planning, and commercialization guidance. It contributes partner and market insights to ServiceNow product and practice strategy, but does not configure or develop the platform, deliver solutions, own commercial contracts or pricing, manage day-to-day partner relationships, or own product roadmap decisions. Travel for partner, customer, and organizational activities may be required up to 25%. The work persona is flexible or remote, depending on eligibility and assigned work location.

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-level 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, such as Financial Services, Healthcare, Manufacturing, Telecommunications, or Public Sector.
Proven experience engaging CIO, IT operations, and CHRO executives and articulating operational transformation strategies to diverse audiences.
Experience working with partner ecosystems, including GSIs, SIs, or 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 evaluating how to integrate AI into work processes, decision-making, or problem-solving.
Willingness to travel up to 25% for partner, customer, and organizational activities.

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 with partners for ITSM, ITOM, HRSD, SPM, and industry-specific operational workflows.
Drive partner adoption of AI-enhanced capabilities, including employee and IT self-service AI agents, autonomous incident resolution, predictive operations and AIOps analytics, and automated change and remediation.
Build reusable co-innovation assets such as solution templates, industry-specific 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.
Provide partner ecosystem input to ITSM, ITOM, HRSD, and SPM product architecture and roadmap discussions, and represent partner perspectives in internal strategy forums.
Lead technical partner 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 and incident reduction, deflection, operational cost reduction, and employee productivity improvements.
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, identify gaps, and develop practice-specific 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, including monetization pathways.
Connect operational architecture to measurable business outcomes such as mean time to resolution, deflection rate, operational cost reduction, and employee productivity.
Maintain knowledge of the ITSM, ITOM, and employee-service landscape, including BMC Helix, Atlassian Jira Service Management, Ivanti, Microsoft, Freshservice, and emerging platforms.
Advise partners on coexistence and migration strategies for customers transitioning 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%.