Work matters. It’s where we spend a third of our lives. And the workplace of the future is going to be a great place. We’re dedicated to bringing that to life for people everywhere.
That’s why we put people at the heart of everything we do.
People matter. Our people have a passion for learning, building, and innovating. Whether you’re an engineer, a sales professional, a finance professional, or anything in-between, our roles aim to provide each person with meaningful impact and plenty of space to grow.
The Customer Outcomes team at ServiceNow works with customers to help them achieve their business outcomes by providing customer success services and expert services.
The team’s purpose is to accelerate customers’ adoption of the ServiceNow platform, enabling customers to realize value faster, reduce costs and reduce risks.
The Customer Outcomes Platform Architect is a technical advisory role, responsible for helping our customers establish a strong technical foundation in the ServiceNow Platform and design solutions that drive business outcomes.
This entails establishing and supporting best practices around instance strategy, technical governance, core data, integrations and the overall technical health of the platform.
This is a highly consultative role that does not perform configuration on the platform, but guides partner and customer resources to deliver best practices.
This role interfaces with the customer across executive, platform owner, enterprise architects and development teams during the selling, structuring and implementation of solutions.
An ideal candidate will have a achieved a senior level position as an enterprise architect and successful track record in management consulting, (professional services firms or cloud software company), focused on technology strategy, governance, data and solution design.
They will have demonstrated the ability to become a trusted advisor to senior executives and facilitate customer success from strategic planning functions including business value identification, road mapping, as well as advising and defining successful execution strategies including governance frameworks and managing large enterprise programs.
What you get to do in this role :
Developing strong relationships with CIO and business leaders to understand the client’s vision and how ServiceNow plays in their digital transformation journey.
Translate business objectives to outcomes into a customer roadmap
Responsible for analyzing and translating business information and technical requirements into an architectural blueprint that outlines solutions to achieve complex business objectives
Engages with customer enterprise architects to position ServiceNow as the digital transformation platform integrated with the core systems
Establish and manage technical governance processes
Drive solid instance health by reviewing and guiding the remediation of configurations that do not align to ServiceNow best practices.
Work with clients and ServiceNow teams to establish delivery operating model governance to ensure successful go-lives, end-user adoption and on-going support
Advocate / champion ServiceNow’s advisory and expert services best practices and industry use cases with clients
Contribute thought leadership (methodology and white papers) on how Advisory, Expert Services, and Co-Delivery can optimize to achieve customer outcomes
Guide a customer down a prescriptive solution design and manage through the technical implementation decision points
Define solutions across the platform that align to out of the box capabilities
Support the sales effort scoping and estimation that refine the customer vision and capabilities into activities and estimates
In order to be successful in this role, we need someone who has :
3-5+ years of experience in management consulting leadership roles at a top-tier consulting company focused on technology (Digital / SaaS / Enterprise Software)
Worked in architect capacity at Fortune 500 or OEM Software Vendor
Service Management implementation experience
5+ years large program experience leading architecture and design
Enterprise Architect role and relevant experience
Experience working with functional business leaders
Experience identifying business objectives and developing outcome-focused roadmaps
Experience working with large Consulting / SI organizations.
Exposure to strategic platform implementations like SAP, SFDC, WKDAY, Success Factors, Oracle Cloud
Cloud platform certification(s)
Enterprise Architect certification (Togaf, IT4IT, etc)
ServiceNow Platform Experience is desired but not required
Relevant Bachelor’s degree required; Master’s degree preferred
Required Competencies :
Travel up to 50%