ServiceNow

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

Principal Solution Architect (Services Pre-Sales)

This Solution Architect is a functional and technical expert consulting with customers on implementing ServiceNow solutions based on best practices – all with the goal of accelerating adoption and driving customer business outcomes. The role requires the person to be laser-focused on solving for the most relevant customer challenges - providing leadership and support during sales cycles, on direct engagements with our Customers and partners, and advocating for customer needs within ServiceNow (e.g., Product Management, Leading Practices, Training & Certification).

Solution Architect brings architectural guidance, deep business acumen, along with deep product expertise, innovation, and knowledge capital to our customers and partners. This role requires a broad understanding of the ServiceNow platform, depth in understanding a complete Workflow of products (e.g. Technology Workflow) to allow the creation of mulit-product solutions that integrate with the customer’s enterprise architecture.

The Solution Architect will engage a team of ServiceNow and channel partner resources and support sales cycles as required to grow overall wallet share and cross-sell. Understand the client’s overall business to ensure successful implementation of ServiceNow products and technologies. Act as an authority on ServiceNow Expert Services project methodology and best practices, demonstrating the ability to tailor the methodology to meet the client’s needs while preserving a structured process. Demonstrate high “Speed of Delivery” – being able to rapidly develop documentation, standards, and other deliverables for which they are responsible. Identify and pursue potential ServiceNow Expert Services opportunities at a client within and outside of the scope of work. Work with ServiceNow Sales, Solution Consulting, ACE partners, Servicenow Services Sellers and others to qualify, manage and close expert services opportunities. Collaborate with ServiceNow Sales to use Expert Services resources and service offerings in the most appropriate fashion to support large/strategic product sales opportunities.

The Solution Architect will work alongside the Services Sellers in the sales process and then maintain periodic touch points during delivery activities to ensure that the architecture and design principles are maintained, being a consistent trusted partner for the customer.

The Solution Architect will work on the largest digital transformation opportunities with our most strategic customers engaging with C-Levels roles not only within IT but also various business functions.

What you get to do in this role:

• Support pre-sales activities like conducting sales presentations, leading solutioning/scoping discussions/workshops, estimating consulting engagement efforts in partnership with Services Account Executives (SAE), Solution Sales Executives/Consultants, Sales Account Executives, and Partner Sales Organizations
• Build credibility/trust with core Customer account teams to ensure they engage with Customer Outcomes (CO) early in the deal lifecycle and so they are comfortable with CO leading pursuits and working with the customer on stand-alone Services deals.
• Be a strong evangelist of the ServiceNow value proposition aligned to customers objectives.
• Qualify customer opportunities in conjunction with the SAE.
• Develop deep understanding of customer requirements and translate to a high level solution/scope/effort.
• Grow deal size by becoming a Trusted Advisor for the customer and manage alignment with their strategy.
• Provide continuity during the pre-sales process through engagement delivery.
• Commercial awareness - business case input, understanding of customers budgetary constraints.
• Write SoWs with a strong focus on pre-requisites and risk management.
• Gain customer approval of the SoW scope and services description through multiple walk-throughs.
• Engage with internal delivery resources to request specialist scoping support where required.
• Bridge between the technical scope, architecture, and technical governance.
• Build project roadmaps (e.g. phasing) aligned to customers capabilities and business objectives.
• Be a lead member of an overall engagement project team focused on delivering successful and substantive customer outcomes, focused on inter-connectivity between Workflow solutions and a customer’s technology landscape, while informing customer on governance best practices
• Align delivery and Impact teams for scoped projects. Drive further license and services revenue by picking up gaps/further opportunities within the customer.
• Support project initiation and planning activities to ensure seamless transition to delivery and that the agree architecture and design are respected through sales to delivery.
• Become a part of the extended project governance team and attend check points and governance meetings.
• Attend post-delivery reviews and project close out and ensure feedback is captured to refine/improve scoping.
• Interlock with existing customer engaged teams, where present, to further understand where opportunities exist.
• 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.

Qualifications

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

• 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.
• An extensive career in Professional Services, ideally working also with a software OEM, and the value proposition they bring for a customer.
• The ability to build strong relationships internally and externally, ensuring proper engagement with core teams and customers.
• Ability to talk to customers in their language, around their industry, and at the appropriate level across Executive, Business and Technical stakeholders.
• Experience of creating and presenting, complex, multi technology solutions while creating the link to the business value proposition.
• The ability to manage complex customer pursuits and invest time and resources appropriately.
• Ability to navigate tough conversations and challenging meetings with internal and external customers.
• Strong focus on ownership and execution against deadlines while managing multiple opportunities at a time.
• Capable of developing visually rich and professional conceptual design documents targeted to varying audiences of business and technical aptitude.
• Strong aptitude toward communicating complex business and technical concepts using visualization and modelling aids.
• Ability to conceptualize and design sophisticated wireframes, workflows, and diagrams.
• Ability to interact well with both technical and non-technical customers, attains relevant technical and business requirements, analyzes information, and designs comprehensive solutions and engages with a high level of intellectual agility.
• Experience conducting solutions presentations and obtaining customer acceptance to solution design.
• A passion to continually study new technologies and functionality, as well as be involved in projects that push the capabilities of existing technologies.
• Holds or is eligible for ServiceNow certifications - CMA or CTA. Other certifications such as TOGAF highly desirable.

Additional Information

Work Personas

We 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. Learn more here.

Equal Opportunity Employer

ServiceNow 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.

Accommodations

We 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 globaltalentss@servicenow.com for assistance.

Export Control Regulations

For 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.

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