Principal Workflow Architect - Technology Workflows

Company Description

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.

The Customer Outcomes team at Service Now works with customers to help them achieve their business outcomes by providing prescriptive guidance. As part of this diverse team, 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.

Service Now is currently seeking a Principal Workflow Architect with a focus in more than one of product domains (primarily ITSM and ITOM, but ITAM, SPM are taken into consideration) to be responsible for the successful delivery of Service Now's solutions and services in a client consulting environment.

The Principal Workflow Architect is a key member of the overall implementation project team and expected to deliver thought leadership with deep subject matter expertise related to Service Now product capabilities and complimentary technologies. You will:

• Participate in workshops with customers to assess current processes and establish future‑state processes.
• Design and deliver Service Now solutions with a technical architecture designed for long‑term success and following Service Now technical standards and leading practices.
• Advise customers on how to take advantage of the Service Now Platform capabilities to improve their business processes.
• Guide customers in completing required documentation such as business requirement workbooks for technical aspects of the solution.
• Provide feedback to product development to improve the product based on experiences gained with customers.
• Maintain skills / certifications depending on the teams need
• Lead all technical aspects of project delivery and solution delivery
• Mentor field resources in implementation methodology, configuration and best practices
• Customer facing role with some travel across the Middle East region

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.
• 5+ years of experience as part of a professional services organization; or equivalent education/experience
• Demonstrated ability to influence and consult (providing options with pros, cons and risks) in a customer environment, while providing thought leadership to customer sponsors/stakeholders in solving business process and/or providing architectural guidance
• IT domain expertise related to Service Now product
• Success driving complex issues through analysis and resolution
• Experience working collaboratively
• Service Now certifications in aligned area
• Experience with Web Technologies (e.g. JavaScript, Web Services, XML) and working in a SaaS environment.
• Excellent communication and presentation skills
• Excellent interpersonal skills, customer‑centric attitude and experience working with diverse team

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non‑traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

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…