Senior Solution Architect, Platform Expert Services

Company Description It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI‑enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud‑based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description The Company ServiceNow is making the world of work, work better for people. Our cloud‑based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. We're growing fast, innovating faster, and making an impact on our customers' and employees' lives in significant and important ways. With over 6,900 customers, we serve approximately 80% of the Fortune 500, and we're on the 2020 list of FORTUNE World's Most Admired Companies.

We're looking for people who are ready to roll up their sleeves and help us build on our incredible momentum, our diverse, engaged workforce, and our purpose to make the world of work, work better.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

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

Interact 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

Promote 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

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

Experience with ServiceNow’s Predictive/Task Intelligence, AI Search, and Virtual Agent is highly valued

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

Interact well with both technical and non‑technical customers, attain relevant technical and business requirements, analyze information, and design 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

Desired ServiceNow Certifications:

Certified Technical Architect (required or must achieve within the first 120 days)

Beneficial Industry Certifications:

ITILv4

IT4IT

TOGAF

Additional Information We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third‑party service.

Equal Opportunity Employer ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance.

Export Control Regulations For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

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