Principal Product Success Architect (HRSD) at ServiceNow

Sydney, New South Wales, Australia

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SaaS, HR TechnologyIndustries

Requirements

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)

Responsibilities

Lead Strategic HRSD adoption Customer Engagements: Drive the resolution of complex, high-impact, and highly visible global customer situations, ensuring exceptional customer satisfaction and value realization
Innovation & Time-to-Value Acceleration: Develop and execute innovative implementation strategies to reduce time-to-value for CBS and HRSD suites and support adoption of adjacent ServiceNow products in Core Business Workflow
Advanced Escalation Management: Serve as the primary escalation point for critical customer issues not resolved by Support, Expert Services (ES), or Impact teams
Product Strategy & Influence: Partner closely with ServiceNow Product Management and R&D to provide field insights, influence the product roadmap, and contribute to ongoing innovation for HRSD products
HRSD Evangelism & Ecosystem Leadership: Act as a key stakeholder and chief evangelist within the HRSD ecosystem, advocating for best practices, scalable solutions, and cross-functional collaboration
At-Risk Account Recovery: Develop and deliver strategies to support higher retention rates for HRSD accounts requiring remediation or strategic attention
Mitigate renewal risk: Proactively identify at-risk HRSD accounts through Product Excellence tooling and AI-driven insights, coordinate targeted interventions, D&L mitigation strategies, and tailored enablement plans; drive alignment across Customer Excellence Group, Sales, and Product teams for value realization and renewal success
New Product Leadership: Lead early adoption and pilot efforts (Vanguards) for new CBW and HRSD product releases, collaborating with product teams to validate use cases and drive successful outcomes
AI-Driven Innovation: Ideate and shape AI-led strategies that align with product roadmap and help reduce customer Time To Value

Skills

HRSD

ServiceNow

HR Service Delivery

Customer Adoption

Product Excellence

Customer Engagements

Value Realization

ServiceNow

Cloud-based platform for digital workflows

About ServiceNow

ServiceNow offers a cloud-based platform that helps businesses automate and manage their operations, improving efficiency and enhancing customer and employee experiences. The Now Platform includes applications for IT operations, customer service, human resources, and security operations, all accessible over the internet. Targeting large enterprises across various industries, ServiceNow operates on a software-as-a-service (SaaS) model, generating revenue through subscription fees and professional services. The company's goal is to streamline business processes and drive digital transformation for its clients.

Santa Clara, CaliforniaHeadquarters

2004Year Founded

$81.5MTotal Funding

IPOCompany Stage

Consulting, Consumer Software, Enterprise SoftwareIndustries

10,001+Employees

Benefits

Generous family leave

Flexible PTO

Matched Donations

Retirement benefits

Annual learning stipends

Paid volunteer time

Risks

Competitors like Nvidia and Google Cloud may outpace ServiceNow in AI advancements.

Over-reliance on AWS infrastructure could pose risks if AWS changes its strategy.

The departure of Era Software's co-founder may lead to strategic shifts within ServiceNow.

Differentiation

ServiceNow's Now Platform offers comprehensive digital workflow solutions across multiple business functions.

The company focuses on large enterprises, providing tailored solutions for diverse industries.

ServiceNow's SaaS model ensures steady recurring revenue through subscription fees.

Upsides

ServiceNow's partnership with AWS enhances AI-powered workflows, driving enterprise innovation.

The integration with Crowe Cyber Economic Risk Analyzer boosts ServiceNow's cybersecurity capabilities.

ServiceNow's AI-driven campaign with Idris Elba increases brand visibility and engagement.

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