The Team

The Expert Services Team, part of the Customer Excellence Group (CEG) at ServiceNow, collaborates with customers to help them achieve their business outcomes by providing

implementation and advisory services. As part of this diverse team, you will work with our customers and partners to drive consumption, adoption, and customer satisfaction by showcasing the value of their ServiceNow investment.

Within Expert Services, we have product-specific expert practices. One of these practices is the ServiceNow Platform team, which works with cross-functional departments such as Finance, Procurement, IT, HR, and many other teams across a variety of global clients. We are looking for motivators, problem solvers, and original thinkers like you to join our team.

The Role

As a Principal Workflow Architect within the Platform team, you will play the role of an architect and a trusted advisor to the customer on product-agnostic core ServiceNow functionality. You will design and configure the most complex solutions and architectures using best practices, ensuring customer success, thereby adding value and increasing productivity for the customer.

What you get to do in this role:

• Collaborate with customers in their efforts to take advantage of their ServiceNow investment
• Act as the primary technical liaison for projects, representing the development team to customers and ensuring the highest quality of delivered solutions.
• Lead customer workshops on architecture (Cloud and On-Prem), design and integrations
• Define and architect technical solutions at a detailed level, ensuring they align with clients' business needs and technological environments.
• Enable customers in defining their business and technical requirements of the solution following Agile methodologies and mapping them to product capabilities
• Design creative implementation solutions using technical best practices for manageability, performance, upgradability, user experience and security   
• Perform hands on development on the ServiceNow platform leveraging all ServiceNow technologies and capabilities; Flow Designer, REST, JavaScript, HTML, CSS, SSO, Self-Hosted, Domain Separation, Mid-servers, and more
• Serve as an escalation point for technical issues, implementing efficiencies and driving resolution of critical path challenges
• Contribute towards continuous improvement of leading practices  
• Grow and mentor other members of ServiceNow and the partner ecosystem 
• Partner with the pre-sales team to scope complex service engagements involving ServiceNow products and intricate integrations with client systems, with a focus on security, infrastructure, and architecture
• Demonstrate thought leadership by contributing to webinars, white papers, and community groups, highlighting expertise in the Low Code space
• Engage with ServiceNow product teams to provide feedback and insights on new features, capabilities, and best practices.
• Work and travel within MEA, based on customer and project demands

Qualifications

Qualifications

In order 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. 
• Consulting experience within enterprise organizations with the ability to influence and consult customers in an enterprise architectural environment 
• Experience in defining and deploying future-state workflows and in identifying solutions from a people, process and technology perspective 
• Understanding on-premise self-hosted environments and architecture
• Experience and/or willingness to grow technical depth on SaaS and on-premise environment, technologies like XML, HTML, Angular, JavaScript, relational Database principles, LDAP, SAML/SSO, REST, SOAP, GraphQL, Web Services, Linux, database server, load balancers, and others  
• Experience and/or willingness to grow in ServiceNow NowAssist products
• Excellent communication and presentation skills 
• Experience in advising and analysing Product strategies based on business priorities 
• Excellent interpersonal skills, customer-centric attitude , and experience working with diverse team  
• Fluency in Arabic and English is essential

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. Learn more here.

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 globaltalentss@servicenow.com 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. ©2024 Fortune Media IP Limited. All rights reserved. Used under license.

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.