Principal Solution Architect

Summary

Join ServiceNow as a Principal Solution Architect, Core Business Workflows and become a functional and technical expert, consulting with customers on implementing ServiceNow Workflows solutions. You will accelerate customer business outcomes by focusing on HR, Legal, Workplace/Facility, and Finance & Supply Chain solutions. This role requires supporting sales cycles, engaging directly with customers and partners, and advocating for customer needs within ServiceNow. You will guide customers through their digital transformation, lead solutioning discussions, and ensure successful project delivery. The position involves interacting with senior stakeholders, establishing governance frameworks, and optimizing platform strategy. You will also mentor other team members and partners.

Requirements

• 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
• 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 HR, Legal, Workplace/Facility & Finance/Supply Chain operations/technology departments software solutions
• Demonstrated ability to influence and consult senior leaders (identification of needs, providing options with pros, cons and risks) in a HR, Legal, Workplace/Facility & Finance/Supply Chain 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
• 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 (required or must achieve within the first 60 days): Certified System Administrator
• Certified Implementation Specialist – Human Resources
• HR Professional Suite Certification
• Delivery Accreditation – Legal Service Delivery
• Delivery Accreditation – Workplace Service Delivery
• Supplier Lifecycle Operations Accreditation
• Sourcing and Procurement Operations Accreditation
• Accounts Payable Operations Accreditation

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, and Sales Account Executives
• 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 a Workflow’s 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

Preferred Qualifications

Desired ServiceNow Certifications: Certified Technical Architect (required or must achieve within the first 120 days)