Principal Solution Architect, ITSM

ServiceNow • Dallas, TX

6h

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 solving customer challenges by supporting sales cycles, working directly with customers and partners, and advocating for customer needs within ServiceNow. It brings architectural guidance, business acumen in the technology industry, product expertise, innovation, and knowledge capital to customers and partners.

The position supports presales and customer engagements, contributes to project teams delivering substantive customer outcomes, and guides customers on connecting Workflow applications with their technology landscapes and applying governance best practices. It also engages senior leaders on implementation roadmaps and change management, designs and shares solutions for common use cases, builds relationships with product stakeholders, leads learning events, 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, highly capable 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 on business process and technical problems.
• Customer-centric approach and willingness to go the extra mile to ensure customer success.
• Ability to work with technical and non-technical customers, elicit relevant technical and business requirements, analyze information, and design comprehensive solutions.
• Ability to develop visually rich, professional conceptual design documents for audiences with varying levels of business and technical aptitude.
• Experience conducting solution presentations and obtaining customer acceptance of solution designs.
• Strong capabilities in building trust and engaging remote or in-person audiences.
• Ability to communicate complex business and technical concepts using visualization and modeling aids, and to conceptualize and design sophisticated wireframes, workflows, and diagrams.
• Passion for continually studying new technologies and functionality and participating in projects that push the capabilities of existing technologies.
• Certified System Administrator certification, or ability to achieve it 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, or ability to achieve it within the first 365 days.

Responsibilities

• Conduct sales presentations and lead solutioning, scoping discussions, and workshops; estimate implementation engagement efforts in partnership with sales and partner teams.
• Serve as a lead member of engagement project teams, focusing on customer outcomes and interconnectivity between Workflow applications and the customer’s technology landscape, and advise on governance best practices.
• Engage senior leadership and CXO-level stakeholders in discussions about implementation roadmaps and change management best 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, showcasing 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.
• Travel up to 50% annually as driven by customer needs and internal meetings.

What This Job Offers

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