Solution Architect - AI & Data

The Team

The Customer Excellence Group at Service Now 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 Service Now platform by getting them to see the value of their Service Now investment.

The Solution Architect, Platform is a functional and technical expert consulting with customers on implementing a Service Now 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 Service Now (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.

• 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 Service Now delivery team and partner ecosystem
• Up to 50% travel annually, driven by customer needs and internal meetings

• 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 Service Now Workflow Solutions this position is posted for
• Vast experience with leading PaaS and Low Code app Platform software (Salesforce, Outsystems, Pega, Power Apps etc.)
• Understanding of AI Models, Deep Learning Models, and Large Language Models with a focus on Generative AI.
• Experience with Service Now’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…