Customer Outcomes Platform Architect

Employment Type: Full-time Location Type: Remote

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

The Team

The Customer Outcomes team at ServiceNow works with customers to help them achieve their business outcomes by providing Customer Success services. The team’s purpose is to accelerate customers’ adoption of the ServiceNow platform, enabling customers to realize value faster, reduce costs, and reduce risks.

The Role

The Customer Outcomes Platform Architect is an advisory role, responsible for helping our customers establish a strong technical foundation in the ServiceNow Platform and design solutions that drive business outcomes. This entails establishing and supporting best practices around instance strategy, technical governance, core data, integrations, and the overall health of the platform. This is a highly consultative role that does not perform configuration on the platform, but instead guides both partner and customer resources to achieve their goals through leading practices.

This role interfaces with the customer across executive, platform owner, enterprise architects, and development teams during the selling, structuring, and implementation, and on-going operations related to ServiceNow solutions.

An ideal candidate will have experience working as an enterprise architect with a successful track record in management consulting (professional services firms or cloud software company), focused on technology strategy, governance, data, and solution design. They will have demonstrated the ability to become a trusted advisor to senior executives and facilitate customer success from strategic or annual planning functions, including business value identification, road mapping, as well as advising and defining successful execution strategies, including governance frameworks and managing large enterprise programs.

What you get to do in this role:

• Develop strong relationships with C-suite and business leaders to understand the client’s vision and how ServiceNow plays in their digital transformation journey.
• Translate business objectives to outcomes through the visual customer roadmap.
• Interact with customer architecture personnel (enterprise and solution) and Enterprise Architecture to:
  • Analyze and translate business information and technical requirements into an architectural blueprint that outlines solutions to achieve complex business objectives.
  • Position ServiceNow as the system of action to enable the integrated digital transformation roadmap.
  • Establish and advise on technical governance related domains and associated processes.
  • Drive solid platform health by reviewing and guiding the remediation of configurations and customizations that do not align to ServiceNow leading practices.
  • Work with clients and ServiceNow teams to establish delivery operating model governance to ensure successful go-lives, end-user adoption, and on-going support.
• Advocate/champion ServiceNow’s advisory leading practices and industry use cases with clients.
• Contribute thought leadership (methodology and white papers) on how advisory and co-delivery can optimize customer outcomes.
• Guide a customer down a prescriptive solution design and manage through the technical implementation decision points.
• Define solutions across the platform that align with customer objectives.