Senior Principal Product Innovation Architect - ITSM

ServiceNow • New York, NY

2h

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. What you get to do in this role: 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. 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

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

• 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

Benefits

• health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs

What This Job Offers

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