Principal Workflow Architect - Technology Workflows & Platform

Principal Workflow Architect - Technology Workflows & Service Now Platform

• Full-time
• Employee Type:
  Regular
• Region: EMEA - Europe, Middle East and Africa
• Work Persona:
  Flexible

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.

Consult and Advise:
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:
Design and architect end‑to‑end solutions using Service Now Industry products that align with business requirements and Industry best practices with strong focus on service management, customer service, automation and user experience, clearly defining the value of Service Now.

Process Improvement:
Proactively analyze the current state and identify new options for improving ways of working to achieve / exceed business results. Make sense of complex or contradictory information to effectively solve problems.

Cross‑Functional

Collaboration:

Work closely with IT, operations, and business stakeholders, product and other external and internal teams to ensure that solutions are aligned with business needs and are implemented effectively. Constantly positioning effective cross‑product solutions for the industry.

Industry Best Practices:
Drive and develop plans for the adoption of Industry Best Practices across Service Now products at process, solution architecture and technical leadership in the configuration, customization and implementation of Service Now Technology Workflows & Platform solutions.

Thought Leadership:
Keep up to date on the emerging and latest Industry & competitive trends, the latest Service Now capabilities, trends, and best practices, sharing regularly this knowledge with the team and clients.

AI

Experience:

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.

Implementation Service Expertise: 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: Familiarity with Service Now, especially in IT Service Management (ITSM), IT Operations Management (ITOM) and Service Now Platform technologies.

Consultative Mindset: Excellent communication, presentation and problem‑solving skills with the ability to think strategically and drive complex projects from concept to completion.

Stakeholder Management: Excellent communication skills with the ability to engage and influence stakeholders at all levels.

Excellent interpersonal skills, customer‑centric attitude and experience working with diverse team.

User

Experience:

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:

Experience in analyzing business processes, creating workflow diagrams, and documenting requirements in a clear and concise manner.

Language

Skills:

Fluency in Arabic and English is essential.

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. Learn more here.

Service Now is an equal opportunity employer. All…