Principal Workflow Architect - Core Business Solutions (HRSD & AI)

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.

The Role 

This Principal Solution Architect, Core Business Transformation Solutions is a functional and technical expert consulting with customers on implementing a ServiceNow Workflows’ Solutions based on best practices – all with the goal of accelerating and driving customer business outcomes. These solutions include HR Service Delivery, Legal Service Delivery, Workplace/Facility Service Delivery, Employee Service Management Solutions and Finance & Supply Chain Solutions. 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). 

Architects play a critical role in guiding customers through their digital transformation journey through leading solutioning and scoping (as required) discussions during pre-sales (role and level dependent) and driving the successful delivery of strategic, multi-workflow, term-based projects. Architects provide thought leadership, best practices, and expert guidance to ensure customers achieve long-term value from the ServiceNow platform. They engage with senior stakeholders, ensuring alignment between business objectives and technology solutions, playing a pivotal role in scaling ServiceNow expertise across internal and external teams. By establishing strong governance frameworks, reducing technical debt and enabling scalable solutions, they help customers optimize their platform strategy while maintaining agility and long-term sustainability 

What you get to do in this role: 

• 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 

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.
• Several years' consultation and/or configuration experience related to implementing complex, highly-capable, technologies – inclusive of integrations and portals 
• Several years' experience in technical consulting and/or configuration experience related to implementing the ServiceNow platform
• Deep experience with leading HR,SD 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 
•  Desired ServiceNow Certifications: 
  • Certified Technical Architect (required or must achieve within the first 120 days) 

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 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 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 [email protected] 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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