Company Description
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, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.
Join us to put AI to work for people.
Job Description
The role
This senior principal solution architect is a functional and technical expert who consults with customers on implementing ServiceNow’s Security and Risk solutions in line with leading practices, accelerating customer business outcomes and helping build the practice. The role is laser-focused on the most relevant customer challenges. It supports sales cycles, engages directly with customers and partners, and advocates for customer needs within ServiceNow (Product Management, Customer & Partner Excellence, Training & Certification).
The solution architect brings architectural guidance, industry business acumen, deep product expertise, innovation, and knowledge capital to customers and partners.
Responsibilities
- Lead pre-sales activities: sales presentations, solutioning and scoping workshops, SOW development with clear deliverables and effort estimates, scope definition and change order triggers, and engagement sizing with Services Account Executives and Sales team members.
- Serve as a lead member of the engagement team, focused on connecting Security and Risk workflow applications to the customer’s technology landscape while advising on governance leading practices.
- Engage senior leadership, including CXOs, on implementation roadmap and change management.
- Partner with the Platform Architect team to surface proactive platform risks in customer landscapes.
- Act as practice director on marquee accounts for Security and Risk, leading delivery teams, providing oversight and technical expertise, and owning adherence to delivery standards.
- Design and deliver Security and Risk solutions with a technical architecture built for long-term success, following ServiceNow technical standards and leading practices.
- Design solutions for common customer use cases and publish them (to Solution Consultants, Customer Community, and others) for broader consumption.
- Build mutually beneficial relationships with Security and Risk product owners and stakeholders to promote awareness of capabilities and roadmaps.
- Lead office hours, presentations, webinars, and learning events for field delivery stakeholders (advisory, delivery, GTM) showcasing customer use cases and successes.
- Drive continuous improvement of delivery and engagement materials with the Customer & Partner Excellence team.
- Enable and mentor the ServiceNow delivery team and partner ecosystem.
- Create documentation and service offerings that promote our services.
- Flex across other areas of Risk and Security to maintain utilization KPIs.
- Travel up to 20% annually, driven by customer needs and internal meetings.
Qualifications
To be successful in this role, we need someone who has:
- 12+ years in a professional services organization, or equivalent education and experience.
- 8+ years of consulting and/or configuration experience implementing complex technologies, including integrations and portals.
- 5+ years implementing ServiceNow Security and Risk solutions.
- Strong experience with TPRM, USEM, VR, SIR, IRM (RC, TPRM, BCM), OpsRes, and AI Control Tower.
- Strong understanding of the risk and security regulatory landscape and standards such as FFIEC, DORA, OpsRes, SEC, OCC, and SOX.
- Working knowledge of NIST CSF and other industry-specific frameworks.
- Experience with cross-functional domains such as asset management, service management, CMDB, and Risk and Security, including ITOM modules (Event Management, Discovery, CMDB, Service Graph Connectors).
- Strong understanding of Now Assist, RaptorDB, and Vault ZTA.
- Experience with cross-functional solutions and architectural foundations in large, heavily regulated enterprises such as FSI and HCLS.
- Experience applying AI to work processes, decision-making, or problem-solving: AI-powered tools, workflow automation, AI-driven insights, or the impact of AI on the function or industry.
- Demonstrated ability to influence and consult senior leaders in a matrixed organization (identifying needs, presenting options with pros, cons, and risks) and to provide thought leadership to sponsors and stakeholders.
- Customer-centric mindset, willing to go the extra mile and break down barriers to customer success.
- Ability to work with technical and non-technical customers, gather requirements, analyze information, and design comprehensive solutions.
- Ability to produce visually rich conceptual design documents for audiences of varying business and technical aptitude.
- Experience running solution presentations and securing customer acceptance of solution designs.
- Strength in building trust and engaging remote or in-person audiences.
- Aptitude for communicating complex concepts through visualization and modeling, including wireframes, workflows, and diagrams.
- Creativity and comfort running projects independently, with success driving complex issues to resolution.
- Collaborative working style.
- Breadth across leading technology software platforms.
- A passion for learning new technologies and working on projects that push the platform’s capabilities.
Certifications
- Required on Day1: CIS-RC, CIS-VR, CSA
- Required by Day90: CIS-TPRM, CIS-SIR, and Certified Application Developer (CAD).
- Certified Technical Architect (CTA): Preferred on Day1 or must be achieved within the first 365 days.
- Working proficiency within 90 days in CMDB Fundamentals
For positions in this location, we offer a base pay of $173,200 - $303,100, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.
Additional Information
Work Personas
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 ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
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