Technical Architect

Summary

Join ServiceNow as a Customer Outcomes Senior Technical Architect! In this role, you will configure the ServiceNow platform to deliver solutions achieving customer outcomes. You will participate in workshops, design and deliver ServiceNow solutions, provide code oversight, advise customers on platform capabilities, guide documentation completion, and provide product development feedback. This position requires extensive experience in professional services, ServiceNow certifications, and industry domain expertise. The ability to travel up to 50% or work outside of the local timezone is also required. ServiceNow values inclusivity and encourages applications from diverse backgrounds.

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
• 8+ years experience as part of a professional services organization; or equivalent education/experience
• Ability to travel up to 50% OR Ability to work outside of local timezone preferably night time IST
• Industry domain expertise in any of: Telecommunications, Banking/Financial Services, Healthcare, Manufacturing, Government, Field Services, Procurement, etc
• Creative with comfort running projects independently
• Success driving complex issues through analysis and resolution
• Experience working collaboratively
• ServiceNow certifications in aligned workflow

Responsibilities

• Configure ServiceNow Platform (IT Workflow, Customer Workflow, Employee Workflow, and Platform) based on leading practices to provide a solution that achieves customer outcomes
• Participate in workshops with customers to assess current processes and establish future-state processes
• Design and deliver ServiceNow solutions with a technical architecture designed for long-term success and following ServiceNow technical standards and leading practices
• Provide oversight and unit testing of code developed by partner or customer employees
• Advise customers on how to take advantage of the ServiceNow Platform capabilities to improve their business processes
• Guide customers in completing required documentation such as business requirement workbooks for technical aspects of the solution
• Provide feedback to product development to improve the product based on experiences gained with customers
• Maintain skills/certifications on CSM (Customer Service Management) and/or FSM (Field Services Management) and/or Industry product offerings such as Telecommunications, Financial Services, HealthCare and Life Sciences for Customer Workflows

Preferred Qualifications

FD21

Benefits

Work Personas (flexible, remote, or required in office)