Principal Product Success Architect

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you. 

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500, and we're proud to be one of FORTUNE's 100 Best Companies to Work For® and World's Most Admired Companies®.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

• Be the technical expert in how to best support IT by configuring IT Asset Management using ServiceNow best practices focused on configuration vs. customization
• Support the engagements efforts for IT - specific process definition, re-engineering, improvement and gap analysis of current/future-state processes during workshops with key customer sponsors and stakeholders
• Advise customers in their efforts to take advantage of the ServiceNow IT Asset Management Solution’s standard capabilities in their efforts to improve their IT processes
• Lead customer design workshops focused on ServiceNow Platform and IT Asset Management Solution technology
• Guides and provides ad-hoc oversight/training
• Advise on development/develop required portal components and other platform related items to operationalize ServiceNow ITAM solutions.
• Prepare customer-facing deliverables focused on the maturity of the customers technical and process.
• Juggle multiple and complex projects/initiatives
• Provide feedback on best practices and delivery/engagement materials on Now create.
• A deep sense of empathy for the customer and genuine passion in helping them succeed.
• Engage and collaborate closely with the ServiceNow R&D teams on escalated technical issues.
• Demonstrated ability to influence and consult (providing options with pros, cons, and risks) while providing thought leadership to sponsors/stakeholders in solving business process and/or technical problems.
• Solid experience in requirements gathering, including experience in creating process mapping documentation
• Responsible for creating innovative solutions leveraging ServiceNow’s ITAM (Software Asset Management, Hardware Asset Management, Cloud Insights) Solutions
• Mentor field resources in implementation methodology, configuration, and best practices for ITAM applications.
• Respond to customer questions relating to ServiceNow ITAM products.
• This role is pivotal in providing our growing customer base, with lessons learned, strategies, and advice to enhance real world security operations.
• Contribute to sales campaigns focused on Security Operations discussing best practice implementation strategy and planning.
• Help develop programs that enable ecosystem on ITAM on the ServiceNow platform
• Collaborate with Product Management and Development team members to enhance ServiceNow products with new capabilities that address customer needs
• Share best practices and known solutions with other internal teams, community, and customers to help promote faster time to value for customers. 
• Stay current on competitive analyses and understanding differentiators between ServiceNow and its competitors.
• Be a product evangelist, supporting at scale events such as user conferences, trade shows, PEAK events, etc…
• Discuss 1:1 or 1: many on the art of the possible with ServiceNow ITAM solutions referencing success stories/anecdotal data.

Qualifications

• At least 9+ years of configuration/development experience for complex, highly-capable, technologies – inclusive of integrations and portals
• Demonstrated ability to