Principal Solution Architect, ITSM

Job description

This Principal Solution Architect is a functional and technical expert consulting with customers on implementing ServiceNow's Technology Workflow solutions based on leading 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).

The Principal Solution Architect will bring architectural guidance, business acumen in the technology industry, 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 Technology Workflow solutions for common customer use cases, publishing those use cases (to Solution Consultant, Customer Community, etc.) 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

Qualifications

To be successful in this role, we need someone who has: At least

• 8 years of consultation and/or configuration experience related to implementing complex, highly-capable technologies; including integrations and portals At least
• 5 years of consultation and/or configuration experience related to implementing the ServiceNow Technology Workflow solution suite Vast and varied experience across leading Technology software platforms
• Demonstrated ability to influence and consult senior leaders (identification of needs, providing options with pros, cons and risks), 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 be achieved within the first 60 days) At least 2 relevant Certified Implementation Specialist certifications (ITSM, ITOM)

Desired ServiceNow Certifications

Certified Technical Architect (required or must be achieved within the first 365 days)