Principal Solution Architect, Core Business Workflows

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

The Role 

This Principal Solution Architect, Core Business Workflows 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 

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.
• At least 8 years of consultation and/or configuration experience related to implementing complex, highly-capab