Solution Architect - AI & Data

ServiceNow; Addison (TX); On-site; USD 120,000 - 160,000; Full time

Benefits offered by this job

Flexible work options

Comprehensive health insurance

Ongoing education opportunities

Job summary

ServiceNow is looking for a Solution Architect, Platform based in Addison, Texas. This role requires extensive experience in consultation and configuration of ServiceNow Workflow solutions, along with a strong focus on customer outcomes. You will support pre-sales activities, lead project engagements, and design innovative solutions. Candidates should have a solid background with low-code platforms, AI technologies, and the ability to interact effectively with customers at various levels. ServiceNow offers competitive benefits and a flexible work environment.

Qualifications

• Minimum of 8 years of consultation and/or configuration experience.
• Experience with ServiceNow Workflow Solutions is essential.
• Strong knowledge of AI models and low-code platforms required.

Responsibilities

• Support pre-sales activities and sales presentations.
• Lead engagements with customers for successful outcomes.
• Design solutions for customer use cases in Workflow.

Skills

Consultation experience

Configuration experience

Customer-centric mentality

Visual design skills

Interpersonal skills

Technical problem solving

Education

ServiceNow Certifications

ITILv4

TOGAF

Tools

Salesforce

Outsystems

Pega

PowerApps

Job description

The Team

The Customer Excellence Group at ServiceNow works with customers to help them achieve their business outcomes by providing prescriptive guidance. As part of the Customer Excellence Group, you will work with our customers to drive consumption, adoption, and customer satisfaction and ultimately help our customers grow their business on the ServiceNow platform by getting them to see the value of their ServiceNow investment.

The Role

The Solution Architect, Platform is a functional and technical expert consulting with customers on implementing a ServiceNow Workflow’s Solutions based on best 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).

Solution Architect, Platform brings architectural guidance, business acumen in the industry (e.g., Low code platforms, AI, UX, integrations, App Engine Information Technology, etc.), 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
• Interact 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 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
• Promote 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

• At least 8 years of consultation and/or configuration experience related to implementing complex, highly‑capable, technologies – inclusive of integrations and portals
• At least 5 years of consultation and/or configuration experience related to implementing the ServiceNow Workflow Solutions this position is posted for
• Vast experience with leading PaaS and Low Code app Platform software (Salesforce, Outsystems, Pega, PowerApps etc.)
• Understanding of AI Models, Deep Learning Models, and Large Language Models with a focus on Generative AI.
• Experience with ServiceNow’s Predictive/Task Intelligence, AI Search, and Virtual Agent is highly valued.
• Demonstrated ability to influence and consult senior leaders (identification of needs, providing options with pros, cons and risks) in a complex organization, 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
• Interact well with both technical and non‑technical customers, attain relevant technical and business requirements, analyze information, and design 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 achieve within the first 60 days)
  • Certified Application Developer
  • Certified Implementation Specialist
• Desired ServiceNow Certifications:
  • Certified Technical Architect (required or must achieve within the first 120 days)
• Beneficial Industry Certifications:
  • ITILv4
  • IT4IT
  • TOGAF

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, 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 [e-mail] 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.