Principal Workflow Architect - Technology Workflows

Key Responsibilities

• Consult and Advise
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  Engage with senior VP stakeholders to understand their short‑term and long‑term goals and challenges, providing expert advice both in pre‑sales and delivery capability on how Service Now can optimize their operations.
• Solution Design
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  Design and architect end‑to‑end solutions using Service Now industry products that align with business requirements and best practices, with a strong focus on service management, customer service, automation and user experience, clearly defining the value of Service Now.
• Process Improvement
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  Proactively analyze the current state and identify new options for improving ways of working to exceed business results; make sense of complex or contradictory information to effectively solve problems.
• Cross‑Functional Collaboration
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  Work closely with IT operations and business stakeholders, product teams and other external and internal teams to ensure that solutions are aligned with business needs and are implemented effectively.
• Industry Best Practices
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  Drive and develop plans for the adoption of industry best practices across Service Now products at the process, solution architecture and technical leadership levels in configuration, customization and implementation.
• Cross‑Product Solutions
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  Constantly position effective cross‑product solutions for the industry.
• Thought Leadership
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  Keep up to date on emerging and latest industry trends and Service Now capabilities, sharing knowledge regularly with the team and clients.
• Technical Leadership
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  Lead strong Service Now technology workflows and platform solutions with an emphasis on innovation and effective delivery.

• AI Experience
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  Experience in leveraging or critically considering how to integrate AI into work processes, decision‑making, or problem‑solving; including the use of AI‑powered tools, automating workflows, analyzing AI‑driven insights, or exploring AI’s potential impact on the function or industry.
• Implementation Service Expertise
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  Proven experience as a Solution Architect or Principal‑level Consultant in a fast‑paced professional services environment with a strong understanding of IT Management business processes.
• Service Now Knowledge
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  Familiarity with Service Now, especially in IT Service Management (ITSM), IT Operations Management (ITOM) and Service Now Platform technologies.
• Consultative Mindset
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  Excellent communication, presentation and problem‑solving skills with the ability to think strategically and drive complex projects from concept to completion.
• Stakeholder Management
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  Excellent communication skills with the ability to engage influence stakeholders at all levels; excellent interpersonal skills, customer‑centric attitude and experience working with diverse teams.
• Technical Acumen
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  Understanding of integration, data models and process automation, with the ability to communicate technical concepts to non‑technical audiences; experience with web technologies (e.g., JavaScript, Web Services, XML) and working in a SaaS environment.
• User Experience
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  Ability to deliver solutions that provide best‑in‑class user experience with a focus on ease of use, logical process flows, accessibility and productivity.
• Analytical Skills
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  Experience in analyzing business processes, creating workflow diagrams and documenting requirements in a clear and concise manner.
• Language Skills
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  Fluency in Arabic and English is essential.