The Team

The Customer Outcomes team at ServiceNow works with customers to help them achieve their business outcomes by providing Customer Success 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 Role

The Customer Outcomes Platform Architect is an 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 health of the platform.  This is a highly consultative role that does not perform configuration on the platform, but and instead guides both partner and customer resources to achieve their goals through leading practices. This role interfaces with the customer across executive, platform owner, enterprise architects and development teams during the selling, structuring, and implementation, and on-going operations related to of ServiceNow solutions.

An ideal candidate will have experience working as an enterprise architect with a 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 or annual 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 the c suite and business leaders to understand the client’s vision and how ServiceNow plays in their digital transformation journey. Translate business objectives to outcomes through the visual customer roadmap.
• Interact with customer architecture personnel (enterprise and solution) Enterprise architecture to: 
  • Analyze and translating translate business information and technical requirements into an architectural blueprint that outlines solutions to achieve complex business objectives
  • To position ServiceNow as the system of action to enable the integrated digital transformation roadmap
  • Establish and advise on the technical governance related domains and associated processes
• Drive solid platform health by reviewing and guiding the remediation of configurations and customizations that do not align to ServiceNow leading practices.
• Advocate/champion ServiceNow’s advisory leading practices and industry use cases with clients
• Contribute thought leadership (methodology and white papers) on how advisory and co-delivery can optimize 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 delivered capabilities

Qualifications

To be successful in this role you have:

• 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.
• CTA/CMA highly preferred.
• Skills preferred - 
  • ​​​​​​SecOps
  • IRM/GRC/CAM
  • ITOM
  • ITSM
  • Core Platform
• Certifications preferred -
  • CSA
  • CAD
  • CIS certifications
• Consulting Experience
  • Management Consulting Experience preferred, (Big 4, Strategy Firm) or OEM software or Cloud company
  • 3+ years of experience in management consulting leadership roles at a top-tier consulting company focused on technology (Digital/SaaS/Enterprise Software)
  • Fortune 500 or OEM Software or Cloud Company enterprise architect
  • Career progression (Technical, Architecture)
• Experience working with functional business leaders to:
  • Identify business objectives and develop outcome-focused roadmaps
  • Guide large Consulting/SI organizations.
• Large Program Experience
  • 5+ years large program experience leading architecture and design
• Enterprise Architecture Experience
  • Enterprise or Solution Architect role and/or relevant experience.
  • Data modeling, core data design, security, integrations, configuration management
• Cloud Application Technology Experience
  • Experience in implementation of one or more cloud-based systems such as SalesForce, Workday, Amazon Web Services (AWS), Azure, or Oracle Cloud
  • 1-2 years of ServiceNow Platform Experience is desired but not required
  • Cloud platform experience desired
  • Familiarity with Enterprise Platforms

Required Competencies:

• Customer Focus
• Translates requirements to Demonstrate value
• Collaborative
• Results Driven
• Cultivates Innovation
• Executive level communication skills
• Consultative perspective
• Thrives in complexity
• Strategic mindset
• Software Development background
• Excellent presentation and communication skills
• Travel up to 50%

For positions in this location, we offer a base pay of $148,000.00-$232,000.00, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs.

Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

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 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.

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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.

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