Senior Solution Architect, Platform Expert Services

ServiceNow • Addison, TX

4h • Remote

About The Position

The Team
The Customer Excellence Group at ServiceNow works with customers to help them achieve their business outcomes by providing prescriptive guidance. As part of the Customer Excellence Group, you will work with our customers to drive consumption, adoption, and customer satisfaction and ultimately help our customers grow their business on the ServiceNow platform by getting them to see the value of their ServiceNow investment.
The Role
The Solution Architect, Platform is a functional and technical expert consulting with customers on implementing a ServiceNow Workflow’s Solutions based on best practices – all with the goal of accelerating and driving customer business outcomes. The role requires the person to be laser-focused on solving for the most relevant customer challenges - providing support during sales cycles, on direct engagements with our Customers and Partners, and advocating for customer needs within ServiceNow (e.g., Product Management, Customer & Partner Excellence, Training & Certification).
Solution Architect, Platform brings architectural guidance, business acumen in the industry (e.g., Low code platforms, AI, UX, integrations, App Engine Information Technology, etc.), along with deep product expertise, innovation, and knowledge capital to our customers and partners.
What you get to do in this role:
Support pre-sales activities like conducting sales presentations, leading solutioning/scoping discussions/workshops, estimating implementation engagement efforts in partnership with Services Account Executives, Solution Sales Executives/Consultants, Sales Account Executives, and Partner Sales Organizations
Be a lead member of an overall engagement project team focused on delivering successful and substantive customer outcomes, focused on inter-connectivity between Workflow applications and a Customer’s technology landscape, while informing customer on governance best practices
Interacts with senior leadership or even CXO roles to support discussions related to their implementation roadmap and change management best practices for implementing applications within a Workflow
Design solutions using a Workflow’s Solutions for common customer use cases, publishing those use cases for broader consumption
Establish mutually beneficial relationships with a Workflow’s product owners and stakeholders, to promote awareness of Workflow Solutions capabilities and roadmaps
Lead office hours, formal presentations, webinars and other learning events tailored to field delivery stakeholders (advisory, delivery, GTM, etc.) to showcase customer use cases and successes
Promotes continuous improvement practices for delivery/engagement materials in partnership with related Customer & Partner Excellence Team
Enable and mentor other members of the ServiceNow delivery team and partner ecosystem
Up to 50% travel annually, driven by customer needs and internal meetings

Requirements

• At least 8 years of consultation and/or configuration experience related to implementing complex, highly-capable, technologies – inclusive of integrations and portals
• At least 5 years of consultation and/or configuration experience related to implementing the ServiceNow Workflow Solutions this position is posted for
• Vast experience with leading PaaS and Low Code app Platform software (Salesforce, Outsystems, Pega, PowerApps etc.)
• Understanding of AI Models, Deep Learning Models, and Large Language Models with a focus on Generative AI.
• Demonstrated ability to influence and consult senior leaders (identification of needs, providing options with pros, cons and risks) in a complex organization, while also providing thought leadership to sponsors/stakeholders in solving business process and/or technical problems
• Customer-centric mentality, willing to go the extra mile for the customer, and will break down all barriers to ensure customer success
• Interacts well with both technical and non-technical customers, attains relevant technical and business requirements, analyzes information, and designs comprehensive solutions
• Capable of developing visually rich and professional conceptual design documents targeted to varying audiences of business and technical aptitude
• Experience conducting solutions presentations and obtaining customer acceptance to solution design
• Strong capabilities in forging trust, engaging a remote or in-person audience
• Strong aptitude toward communicating complex business and technical concepts using visualization and modeling aids. Ability to conceptualize and design sophisticated wireframes, workflows, and diagrams
• A passion to continually study new technologies and functionality, as well as be involved in projects that push the capabilities of existing technologies
• ServiceNow Certifications: Certified System Administrator (required or must achieve within the first 60 days)
• Certified Application Developer
• Certified Implementation Specialist
• Certified Technical Architect (required or must achieve within the first 120 days)

Nice To Haves

• Experience with ServiceNow’s Predictive/Task Intelligence, AI Search, and Virtual Agent is highly valued.
• Beneficial Industry Certifications: ITILv4
• IT4IT
• TOGAF

Responsibilities

• Support pre-sales activities like conducting sales presentations, leading solutioning/scoping discussions/workshops, estimating implementation engagement efforts in partnership with Services Account Executives, Solution Sales Executives/Consultants, Sales Account Executives, and Partner Sales Organizations
• Be a lead member of an overall engagement project team focused on delivering successful and substantive customer outcomes, focused on inter-connectivity between Workflow applications and a Customer’s technology landscape, while informing customer on governance best practices
• Interacts with senior leadership or even CXO roles to support discussions related to their implementation roadmap and change management best practices for implementing applications within a Workflow
• Design solutions using a Workflow’s Solutions for common customer use cases, publishing those use cases for broader consumption
• Establish mutually beneficial relationships with a Workflow’s product owners and stakeholders, to promote awareness of Workflow Solutions capabilities and roadmaps
• Lead office hours, formal presentations, webinars and other learning events tailored to field delivery stakeholders (advisory, delivery, GTM, etc.) to showcase customer use cases and successes
• Promotes continuous improvement practices for delivery/engagement materials in partnership with related Customer & Partner Excellence Team
• Enable and mentor other members of the ServiceNow delivery team and partner ecosystem
• Up to 50% travel annually, driven by customer needs and internal meetings

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees