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

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

The Pre-Sales Solution Architect will:

• Understand the client’s overall business to ensure the successful implementation of Service Now products and technologies.
• Work with Service Now Sales, Solution Consulting, Global partners, Service Now Services Account Executives (SAEs) and others to qualify, manage and close Expert Services opportunities.
• 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.
• Engage a team of Service Now and channel partner resources and support sales cycles as required to both grow overall wallet share and cross-sell.
• Act as an authority on Service Now 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 turnaround any deliverables for which they are responsible.
• Identify and pursue potential Service Now Expert Services opportunities at a customer, within and outside of the scope of work.
• Collaborate with Service Now Sales to use Expert Services resources and service offerings in the most appropriate fashion to support large/strategic product sales opportunities.
• Work alongside the SAEs 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.

What you get to do in this role:

• Drive Expert Services sales by establishing trusted advisor relationships with customers.
• Provide technical thought leadership to customers in partnership with the SAE on how to best leverage Service Now Technologies.
• Support pre-sales activities like conducting sales presentations, leading solutioning, scoping discussions, workshops, estimating consulting engagement efforts in partnership with SAE, Solution Sales Executives/Consultants, Sales Account Executives, and Partner Sales Organizations
• Build credibility and trust with core Customer account teams to ensure they engage with Expert Services (ES) early in the deal lifecycle and so they are comfortable with ES leading pursuits and working with the customer on stand-alone Services deals.
• Be a strong evangelist of the Service Now value proposition aligned to customers objectives.
• Qualify customer opportunities in conjunction with the SAE, participating primarily in large Services and Licensing pursuits.
• Develop deep understanding of customer requirements and translate to a high-level solution/scope/effort.
• Lead the implementation strategy solutioning with the customer to ensure an at-scale product adoption and generate more demand for the Service Now platform.
• 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.
• Demonstrate commercial awareness, providing input to the customer’s business case where applicable and understanding their budgetary constraints.
• Support the creation of So Ws with a strong focus on pre-requisites, assumptions, 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.
• Provide the 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 Service Now 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.
• 3+ years’ experience working with Service Now, with a broad working knowledge of the platform’s capabilities and the applications that run on it in both a pre-sales and delivery capacity.
• 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.
• The 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.
• The 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.
• The ability to develop visually rich and professional conceptual design documents targeted to varying audiences of business and technical aptitude.
• The ability to communicate complex business and technical concepts using visualization and modelling aids.
• 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.
• Aspirations to hold either a CMA or CTA Service Now certification.

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

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 Service Now employees depending on the nature of their work. Learn more here.

Equal Opportunity Employer

Service Now 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), Service Now may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon Service Now obtaining any export license or other approval that may be required by relevant export control authorities.

From Fortune. ©2024 Fortune Media IP Limited. All rights reserved. Used under license.

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 — Service Now 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.