Principal Product Innovation Architect - ITSM/ITOM

ServiceNow•Orlando, FL

9d•Remote

About The Position

As a leading member of our Product Innovation Architects team, you will have a major impact on our future success by supporting Service Operations innovations. You will sell and implement ServiceNow's latest ITSM and ITOM innovations with the support and partnership of Product Management and the executive team. This is a technical, hands-on role for architects who can deliver results as part of the OKR program. What you get to do in this role: The Product Innovation Architect is a technical role with the advanced ability to develop, position and provide product-specific solutions during sales cycles, while also working with customers on implementing and realizing value of our latest innovations. You will devise prescriptive advice and provide white-glove implementation service, including configuration of our latest innovations. Have business-outcome ownership and measure value from products. Be the Voice of the customer with data fluency Support product sales as a technical and domain expert of a client-facing sales team Present product roadmaps to strategic customers and gather feedback to inform product direction Lead discovery workshops to determine customers' challenges and give product demonstrations to align our ITSM solutions with customer needs Answer product feature and technical questions from customers, channel partners and ServiceNow colleagues Create and improve processes for product adoption, ensuring customers achieve rapid time-to-value Leverage AI tools in daily work to enhance productivity, analysis, and customer engagement both internally and externally Provide feedback to product management about product enhancements that can address customer needs Share and learn best practices and re-usable assets with other field teams to enhance the quality and efficiency of the team

Requirements

7+ years of pre-sales solution consulting or sales engineering experience in SaaS products, preferably ServiceNow ITSM/ITOM products
Proven pre-sales and post-sales experience with enterprise software solutions
Deep expertise in ServiceNow ITSM/ITOM product portfolio including Event Managment, Discovery, Service Mapping, Incident Management, and AI offerings
Proficiency with the ServiceNow platform and demonstrated technical expertise with ITSM/ITOM best practices and frameworks
Experience working collaboratively with product management, product marketing, partners, and professional services
Demonstrated ability to lead complex, cross-functional projects and collaborate effectively with peers across business units and organizational boundaries
Strong AI proficiency as part of the daily work - tools like Claude Code, Windsurf, Copilot.
Travel as necessary

Responsibilities

Develop, position and provide product-specific solutions during sales cycles
Work with customers on implementing and realizing value of our latest innovations
Devise prescriptive advice and provide white-glove implementation service, including configuration of our latest innovations.
Have business-outcome ownership and measure value from products.
Be the Voice of the customer with data fluency
Support product sales as a technical and domain expert of a client-facing sales team
Present product roadmaps to strategic customers and gather feedback to inform product direction
Lead discovery workshops to determine customers' challenges and give product demonstrations to align our ITSM solutions with customer needs
Answer product feature and technical questions from customers, channel partners and ServiceNow colleagues
Create and improve processes for product adoption, ensuring customers achieve rapid time-to-value
Leverage AI tools in daily work to enhance productivity, analysis, and customer engagement both internally and externally
Provide feedback to product management about product enhancements that can address customer needs
Share and learn best practices and re-usable assets with other field teams to enhance the quality and efficiency of the team