Security Cross functional Success Architect

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.

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The Security Cross functional Success Architect serves as a strategic advisor who helps enterprise customers get the most value from their Service Now investments. This role combines deep technical expertise across the Service Now platform and its product portfolio with consultative skills to guide organizations in optimizing and maturing their solutions. The Product Excellence (PEx) team uses deep product expertise to solve implementation and adoption challenges for customers.

We work with product and cross-functional teams, sharing customer insights to drive innovation, scale, and product improvements.

1. Drive Customer Success & Adoption:
Lead technical engagements across Armis and Service Now Security products, helping enterprise customers accelerate adoption, optimize implementations, and achieve measurable business outcomes.

2. Cross-Functional Technical Leadership:
Collaborate with Product Management, Engineering, Sales, Professional Services, and Customer Success teams to resolve complex technical challenges and drive customer success.

3. Security Architecture & Integration:
Provide architectural guidance on Armis integrations with Service Now Sec Ops, CMDB, ITOM, Vulnerability Response, and OT Security to deliver unified asset visibility and risk management.

4. Strategic Customer Engagement:
Act as a trusted technical advisor for strategic accounts, proactively identifying implementation risks, managing escalations, and improving security posture and operational resilience.

5. Scale Best Practices & Enablement:
Develop reusable accelerators, technical playbooks, health checks, and enablement content to improve implementation quality, drive product adoption, and scale customer success across the security portfolio.

• Provide strategic guidance on Service Now platform architecture and best practices across multiple product lines
• Deliver enablement and best practice guidance for Service Now solutions such as, Security Products, Integrated Risk Management,
• Assess customer implementations for performance, scalability, data quality, and upgrade readiness, and recommend improvements
• Mentor technical teams and influence stakeholders on platform capabilities and optimization strategies
• Lead discovery sessions and develop solution roadmaps aligned with customer business objectives
• Serve as a trusted advisor to help customers achieve measurable business outcomes from their Service Now investment
• Bring customer insights back to product and engineering teams to inform the roadmap and product improvements

• 8+ years of hands-on experience with the Service Now platform, with deep expertise in at least two product areas
• Proven track record designing and implementing enterprise-scale Service Now solutions
• Background in enterprise architecture, including authentication and identity systems, data modeling, REST/SOAP…