Job Description & How to Apply Below
But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
This Solution Architect is a functional and technical expert consulting with customers on implementing Service Now’s OT 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 Service Now (e.g., Product Management, Customer & Partner Excellence, Training & Certification).
The 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.
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.
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 and deliver Service Now solutions with a technical architecture designed for long‑term success and following Service Now technical standards and leading practices.
Establish mutually beneficial relationships with 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 Service Now delivery team and partner ecosystem.
Up to 50% travel annually, driven by customer needs and internal meetings.
Maintain skills / certifications on Service Now Certified Implementation Specialists (CIS) that can include Discovery, Event Management or CMDB Fundamental for Service Now ITOM product capabilities.
To be successful in this role
Experience in leveraging or critically thinking about how to integrate AI into work processes, decision‑making, or problem‑solving. This may include using AI‑powered tools, automating workflows, analyzing AI‑driven insights, or exploring AI’s potential impact on the function or industry.
8+ years experience as part of a professional services organization; or equivalent education/experience.
Ability to travel up to 50%.
Creative with comfort running projects independently.
Success driving complex issues through analysis and resolution.
Experience working collaboratively.
Service Now certifications in aligned workflow.
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…
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