Principal Presales Solution Architect

Job Description

Service Now is seeking Enterprise Architects to join our Team. The Enterprise Architecture Team is part of our pre‑sales organization focused on building credibility and trust with the technical leaders in our largest customers by developing cross‑functional strategies and solutions. Our team brings technical expertise, real‑world experience, strong executive engagement skills and an inspirational mindset to help our customers understand the opportunities of the “platform of platforms” vision.

We act as technical leaders for our customers’ most complex solutions, designed to ensure that they can realize the value they need. We do this by leveraging best practice and industry standards to build customer trust and architect best‑in‑class solutions.

While collaborating with customers, partners, and the wider Service Now sales team, the right candidate will create and communicate high‑level architectures and strategies that are both written and verbal, to audiences up to and including the CIO/CTO level. The Enterprise Architect will elegantly articulate the advantage of Service Now being built on a single cloud platform consisting of a single user interface, one code base and one data model.

The Enterprise Architect will also lead and participate in the delivery of workshops, best practice overviews, and educational sessions to existing customers and partners.

• Engage with customer executives to identify pain points and opportunities to deliver value and then translate them into solutions from Service Now
• Work with a wide variety of customers, colleagues and partners to help them understand the power of the Now platform and the potential opportunities of the future of work
• Lead architecture and design engagements to demonstrate how Service Now meets the needs of strategic customers, including IT Transformation, Digital Products/Services, Platform as a Service, Enterprise Service Management, and the co‑creation of industry‑specific solutions
• Understand the business strategy of the customer and articulate how Service Now can enable and deliver value to their organization, seamlessly integrating into their current and future technology landscape
• Understand the detail behind the Service Now and platform of platforms architecture and communicate it at various levels
• Work with architecture development methods, modelling approaches and architecture patterns for integration
• Interact at multiple levels within a customer account (Enterprise Architects, Domain Architects, Directors, VPs, and CXOs) and maintain these relationships throughout their customer journey
• Provide thought leadership and collaborate with internal Service Now business units
• Identify, lead and contribute to the creation of best practices, white papers, workshops, etc

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision‑making, or problem‑solving (e.g. using AI‑powered tools, automating workflows, analyzing AI‑driven insights, or exploring AI's potential impact on the function or industry)
• Passion and energy for building business relationships and is accustomed to driving the simplification of complex concepts into compelling customer proposals
• Drive for results using out‑of‑the‑box innovative thinking together with excellent problem‑solving skills
• An intrinsic ability to understand and prioritize work and is willing to make big bets when the time is right, to invest time and energy in the right areas
• Willingness to jump‑in and roll‑up their sleeves alongside customers, colleagues and partners to get things done faster and better
• 15 or more years of proven success in influencing senior technology leaders to drive change in a pre‑sales, customer, or delivery focused role
• Successfully lead diverse teams to reach challenging goals and can leverage organizational networks to get things done
• A track record of success in using Human Centered Design techniques to explore the customers’ current reality and set a vision for the future
• Expertise designing, implementing and managing advanced architectures in an…