Principal Solution Architect

This Solution Architect, Platform is a functional and technical expert consulting with customers on implementing ServiceNow Workflow 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., Employee Experience, Customer Service, 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:

• 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
• 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 Organisations
• Establish mutually beneficial relationships with Workflow product owners and stakeholders, to promote awareness of Workflow Solutions capabilities and roadmaps
• 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

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

• At least 12 years of consultation and/or configuration experience related to implementing complex, highly-capable, technologies - inclusive of integrations and portals
• At least 5 years of advisory consultation experience related to implementing across multiple ServiceNow Workflow solutions
• Vast experience with leading creator, integration, software/platform experience
• Demonstrated ability to influence and consult senior leaders (identification of needs, providing options with pros, cons and risks) in an organisation, 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, analyses 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 visualisation and modelling aids. Ability to conceptualise 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 (required or must achieve within the first 60 days):
  • Certified System Administrator (CSA)
  • Certified Application Developer (CAD)
  • ITSM Certified Implementation Specialist (CIS)
  • CSM Certified Implementation Specialist (CIS)
  • Service Provider Implementer (CIS-SP)
  • Core Platform micro-certifications (Mobile, Performance Analytics, UI Builder, ATF, Integration Hub, Virtual Agent, NLU, Flow Designer, Service Portal, CSDM)
• Desired ServiceNow Certifications (required or must achieve within the first 120 days):
  • Certified Technical Architect