Senior Principal Product Innovation Architect - ITSM

ServiceNow•New York, NY

4d•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 ITSM innovation. You will sell and implement ServiceNow's latest ITSM 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. The Product Success 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.

Requirements

7+ years of pre-sales solution consulting or sales engineering experience in SaaS products, preferably ServiceNow ITSM products
Proven pre-sales and post-sales experience with enterprise software solutions
Deep expertise in ServiceNow ITSM product portfolio including Incident Management, Problem Management, Change Management, and AI offerings
Proficiency with the ServiceNow platform and demonstrated technical expertise with ITSM best practices and frameworks (ITIL)
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
Travel as necessary

Responsibilities

You will devise prescriptive advice to customers implementing new innovations and measure value from products
Have business-outcome ownership
Be the Voice of the customer with data fluency
Support product sales as a technical and domain expert of a client-facing sales team
Run Executive Briefings with C-level stakeholders to align strategic vision and product capabilities
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