Company Description

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 — ServiceNow 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.

Job Description

Role Overview  

Architects play a critical role in guiding customers through their digital transformation journey through leading solutioning and scoping (as required) discussions during pre-sales (role and level dependent) and driving the successful delivery of strategic, multi-workflow, term based projects.  
  
Architects provide thought leadership, best practices, and expert guidance to ensure customers achieve long-term value from the ServiceNow platform. They engage with senior stakeholders, ensuring alignment between business objectives and technology solutions, playing a pivotal role in scaling ServiceNow expertise across internal and external teams. By establishing strong governance frameworks, reducing technical debt and enabling scalable solutions, they help customers optimize their platform strategy while maintaining agility and long-term sustainability.  
  
You will be part of the Customer Outcomes team. Our purpose is to accelerate platform adoption and improve customer outcomes. We do this through a portfolio of services, delivered by outstanding consultants, using our ecosystem of partners, our leading practices, methodologies and tools based on our experiences from 1000's of customer engagements.  

Key Responsibilities  

Act as an expert across an assigned term of contracts, typically engaged in ServiceNow’s largest most strategically important accounts, providing architectural guidance, technical governance, and best practicesBuild strong relationships with customer technical and business leaders, to align ServiceNow solutions with business strategyActively collaborate with GTM, Delivery, and other joint teams to bridge the gap between sales, solutioning, and executionServe as an active contributor of leading practices, standards and thought leadership related to the ServiceNow platformProvide a point of view to the ServiceNow product strategy team to steer the product roadmapWork with the customer across executive, platform owner, enterprise architects, and development teams during the selling, structuring and implementation of solutionsBe a technical expert across multiple engagements to guide customers, partners, and internal team members to provide successful customer solutionsProvide a variety of knowledge across multiple workflowsDevelop relationships with technical and business leaders at the customer site to understand the role of ServiceNow in their digital transformation visionTranslate goals to outcomes into a customer roadmapTranslate business information and technical requirements into an architectural blueprint to achieve complex goalsEngage with the customer's Enterprise Architects to position ServiceNow as the digital transformation platform standard, integrated with the customer's core applicationsManage technical governance, and a delivery operating model and governance  Ensure instance health by working with the engagement team to reduce technical debt and align to ServiceNow leading practicesSupport the sales effort by scoping and estimating the engagement and change ordersBe an active contributor of leading practices and expertise related to the ServiceNow platformMaintain skills / certifications on the ServiceNow platformSupport the professional development of others through means of mentoring

 

Qualifications

Our ideal candidate: 

Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving12+ years progressive experience as part of a professional services organization; or equivalent education/experienceMinimum 2 years of ServiceNow Platform experience is requiredCanadian citizenship or permanent residency status and reside in CanadaManagement consulting experienceAbility to travel up to 25%Creativity with comfort running programs independently within a 'startup paced' environmentSuccess driving complex issues through analysis and resolutionAbility to relay complex information to diverse set of audiences, both technical and non-technicalServiceNow certifications in aligned workflowIndustry domain expertise in Financial Services or Public Sector preferred  Large program experience leading architecture and designEnterprise architecture experienceCloud application technology experience

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, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, 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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