Principal Product Innovation Architect - ITSM​/ITOM

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 — Service Now 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.

As a leading member of our Product Innovation Architects team, you will have a major impact on our future success by supporting Service Operations innovations. You will sell and implement Service Now's latest ITSM and ITOM innovations with the support and partnership of Product Management and the executive team. This is a technical, hands‑on role for architects who can deliver results as part of the OKR program.

What you get to do in this role:
The Product Innovation Architect is a technical role with the advanced ability to develop, position and provide product‑specific solutions during sales cycles, while also working with customers on implementing and realizing value of our latest innovations.

• Devised prescriptive advice and provide white‑glove implementation service, including configuration of our latest innovations.
• Have business‑outcome ownership and measure value from products.
• Be the Voice of the customer with data fluency.
• Support product sales as a technical and domain expert of a client‑facing sales team.
• Present product roadmaps to strategic customers and gather feedback to inform product direction.
• Lead discovery workshops to determine customers' challenges and give product demonstrations to align our ITSM solutions with customer needs.
• Answer product feature and technical questions from customers, channel partners and Service Now colleagues.
• Create and improve processes for product adoption, ensuring customers achieve rapid time‑to‑value.
• Leverage AI tools in daily work to enhance productivity, analysis, and customer engagement both internally and externally.
• Provide feedback to product management about product enhancements that can address customer needs.
• Share and learn best practices and re‑usable assets with other field teams to enhance the quality and efficiency of the team.
• 7+ years of pre‑sales solution consulting or sales engineering experience in SaaS products, preferably Service Now ITSM/ITOM products.
• Proven pre‑sales and post‑sales experience with enterprise software solutions.
• Deep expertise in Service Now ITSM/ITOM product portfolio including Event Management, Discovery, Service Mapping, Incident Management, and AI offerings.
• Proficiency with the Service Now platform and demonstrated technical expertise with ITSM/ITOM best practices and frameworks.
• Experience working collaboratively with product management, product marketing, partners, and professional services.
• Demonstrated ability to lead complex, cross‑functional projects and collaborate effectively with peers across business units and organizational boundaries.
• Strong AI proficiency as part of the daily work - tools like Claude Code, Windsurf, Copilot.
• Travel as necessary.

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 Service Now employees depending on the nature of their work and their assigned work location. Learn more here (). To determine eligibility for a work persona, Service Now may confirm the distance between your primary residence and the closest Service Now office using a third‑party service.

Service Now 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,…