Principal Solution Architect, ITSM

Company Description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started. Join us to put AI to work for people.

Job Description

This Principal Solution Architect is a functional and technical expert consulting with customers on implementing ServiceNow's Technology Workflow solutions based on leading practices – all with the goal of accelerating and driving customer business outcomes. 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). The Principal Solution Architect will bring architectural guidance, business acumen in the technology industry, along with deep product expertise, innovation, and knowledge capital to our customers and partners

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, Sales Account Executives, and Partner Sales Organizations
• 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 Technology Workflow 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:

• At least 8 years of consultation and/or configuration experience related to implementing complex, highly-capable technologies; including integrations and portals

• At least 5 years of consultation and/or configuration experience related to implementing the ServiceNow Technology Workflow solution suite

• Vast and varied experience across leading Technology software platforms

• Demonstrated ability to influence and consult senior leaders (identification of needs, providing options with pros, cons and risks), 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: • Certified System Administrator (required or must be achieved within the first 60 days)

• At least 2 relevant Certified Implementation Specialist certifications (ITSM, ITOM)

• Desired ServiceNow Certifications: • Certified Technical Architect (required or must be achieved within the first 365 days)

Additional Information

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, religion, sex, sexual orientation, national origin, age, disability, gender identity, 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. From Fortune. ©2026 Fortune Media IP Limited. All rights reserved. Used under license.