Senior Principal Solution Architect, Security and Risk

• Full-time
• Employee Type:
  Regular
• Region: AMS - North America and Canada
• Work Persona:
  Remote

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, Service Now is the AI control tower for business reinvention. Our Service Now 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.

The role

This senior principal solution architect is a functional and technical expert who consults with customers on implementing Service Now’s Security and Risk solutions in line with leading practices, accelerating customer business outcomes and helping build the practice. The role is laser-focused on the most relevant customer challenges. It supports sales cycles, engages directly with customers and partners, and advocates for customer needs within Service Now (Product Management, Customer & Partner Excellence, Training & Certification).

The solution architect brings architectural guidance, industry business acumen, deep product expertise, innovation, and knowledge capital to customers and partners.

Responsibilities

• Lead pre-sales activities: sales presentations, solutioning and scoping workshops, SOW development with clear deliverables and effort estimates, scope definition and change order triggers, and engagement sizing with Services Account Executives and Sales team members.
• Serve as a lead member of the engagement team, focused on connecting Security and Risk workflow applications to the customer’s technology landscape while advising on governance leading practices.
• Engage senior leadership, including CXOs, on implementation roadmap and change management.
• Partner with the Platform Architect team to surface proactive platform risks in customer landscapes.
• Act as practice director on marquee accounts for Security and Risk, leading delivery teams, providing oversight and technical expertise, and owning adherence to delivery standards.
• Design and deliver Security and Risk solutions with a technical architecture built for long‑term success, following Service Now technical standards and leading practices.
• Design solutions for common customer use cases and publish them (to Solution Consultants, Customer Community, and others) for broader consumption.
• Build mutually beneficial relationships with Security and Risk product owners and stakeholders to promote awareness of capabilities and roadmaps.
• Lead office hours, presentations, webinars, and learning events for field delivery stakeholders (advisory, delivery, GTM) showcasing customer use cases and successes.
• Drive continuous improvement of delivery and engagement materials with the Customer & Partner Excellence team.
• Enable and mentor the Service Now delivery team and partner ecosystem.
• Create documentation and service offerings that promote our services.
• Flex across other areas of Risk and Security to maintain utilization KPIs.
• Travel up to 20% annually, driven by customer needs and internal meetings.

To be successful in this role, we need someone who has:

• 12+ years in a professional services organization, or equivalent education and experience.
• 8+ years of consulting and/or configuration experience implementing complex technologies, including integrations and portals.
• 5+ years implementing Service Now Security and Risk solutions.
• Strong experience with TPRM, USEM, VR,…