Principal Solution Architect()

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 This Solution Architect, 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, 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 practicesInteracts 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 WorkflowSupport 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 OrganisationsEstablish mutually beneficial relationships with Workflow product owners and stakeholders, to promote awareness of Workflow Solutions capabilities and roadmapsPromote continuous improvement practices for delivery/engagement materials in partnership with related Customer & Partner Excellence TeamEnable and mentor other members of the ServiceNow delivery team and partner ecosystemUp to 50% travel annually, driven by customer needs and internal meetings QualificationsExperience 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. At least 12 years of consultation and/or configuration experience related to implementing complex, highly-capable, technologies – inclusive of integrations and portalsAt least 5 years of advisory consultation experience related to implementing across multiple ServiceNow Workflow solutions (Mandatory) Vast experience with leading creator, integration, software/platform experienceDemonstrated 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 problemsCustomer-centric mentality, willing to go the extra mile for the customer, and will break down all barriers to ensure customer successInteracts well with both technical and non-technical customers, attains relevant technical and business requirements, analyses information, and designs comprehensive solutionsCapable of developing visually rich and professional conceptual design documents targeted to varying audiences of business and technical aptitudeExperience conducting solutions presentations and obtaining customer acceptance to solution designStrong capabilities in forging trust, engaging a remote or in-person audienceStrong aptitude toward communicating complex business and technical concepts using visualisation and modelling aids. Ability to conceptualise and design sophisticated wireframes, workflows, and diagramsA passion to continually study new technologies and functionality, as well as be involved in projects that push the capabilities of existing technologiesServiceNow 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 Additional Information Work PersonasWe 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 EmployerServiceNow 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. AccommodationsWe 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 [email protected] for assistance. Export Control RegulationsFor 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. From Fortune. 2025 Fortune Media IP Limited. All rights reserved. Used under license.