Principal Solution Architect, ITSM

ServiceNow • Dallas, TX

8d

About The Position

The Principal Solution Architect is a functional and technical expert who consults with customers on implementing ServiceNow Technology Workflow solutions using leading practices to accelerate customer business outcomes. The role focuses on addressing relevant customer challenges through support during sales cycles, direct customer and partner engagements, and advocacy for customer needs within ServiceNow. The architect brings architectural guidance, technology-industry business acumen, product expertise, innovation, and knowledge to customers and partners.

The role supports presales and customer engagements, contributes architectural leadership to implementation projects, and advises senior leaders on implementation roadmaps and change management. It also develops and shares solution designs and customer use cases, builds relationships with product stakeholders, leads learning events for field delivery teams, improves delivery materials, and mentors ServiceNow delivery teams and partners. Travel may be up to 50% annually, based on customer needs and internal meetings.

Requirements

• At least 8 years of consultation and/or configuration experience implementing complex technologies, including integrations and portals.
• At least 5 years of consultation and/or configuration experience implementing the ServiceNow Technology Workflow solution suite.
• Vast and varied experience across leading technology software platforms.
• Demonstrated ability to influence and consult senior leaders, identify needs, present options with pros, cons, and risks, and provide thought leadership to sponsors and stakeholders.
• Customer-centric approach and willingness to go the extra mile to ensure customer success.
• Ability to engage technical and non-technical customers, elicit relevant technical and business requirements, analyze information, and design comprehensive solutions.
• Experience conducting solution presentations and obtaining customer acceptance of solution designs.
• Ability to build trust and engage remote or in-person audiences.
• Strong ability to communicate complex business and technical concepts using visualization and modeling aids, and to conceptualize and design wireframes, workflows, and diagrams.
• Passion for continually studying new technologies and functionality and participating in projects that extend the capabilities of existing technologies.
• Certified System Administrator certification is required or must be achieved within the first 60 days.
• At least two relevant Certified Implementation Specialist certifications, such as ITSM or ITOM.

Nice To Haves

• Certified Technical Architect certification is desired or must be achieved within the first 365 days.

Responsibilities

• Support presales activities, including sales presentations, solutioning and scoping discussions, workshops, and estimates of implementation engagement efforts in partnership with sales and partner organizations.
• Serve as a lead member of engagement project teams focused on customer outcomes and interconnectivity between Workflow applications and the customer's technology landscape, and advise customers on governance best practices.
• Engage senior leaders and CXOs in discussions about implementation roadmaps and change management practices.
• Design Technology Workflow solutions for common customer use cases and publish those use cases for broader consumption.
• Build mutually beneficial relationships with Workflow product owners and stakeholders to promote awareness of solution capabilities and roadmaps.
• Lead office hours, presentations, webinars, and other learning events for field delivery stakeholders to showcase customer use cases and successes.
• Promote continuous improvement of delivery and engagement materials in partnership with the Customer & Partner Excellence team.
• Enable and mentor ServiceNow delivery team members and partners.
• Advocate for customer needs within ServiceNow, including with Product Management, Customer & Partner Excellence, and Training & Certification.

What This Job Offers

• Job Type: Full-time
• Career Level: Principal
• Education Level: No Education Listed