Servicenow
Customer Outcomes Platform Architect
Servicenow, Austin, Texas, us, 78716
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 TeamThe 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 RoleThe
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 identification, implementation, and ongoing operations related to ServiceNow solutions.What you get to do in this role:Develop strong relationships with the 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) 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 the 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 with ServiceNow leading practices.Work with clients and ServiceNow teams to establish delivery operating model governance to ensure successful go-lives, end-user adoption, and ongoing 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 and review solutions across the platform that align with delivered capabilities.
Qualifications
Our ideal candidate:Consulting ExperienceManagement Consulting Experience preferred (Big 4, Strategy Firm) or OEM software or Cloud company3+ years of experience in management consulting leadership roles at a top-tier consulting company focused on technology (Digital/SaaS/Enterprise Software)Experience as an enterprise/solution architect in Fortune 500 or OEM Software or Cloud CompanyCareer progression (Technical, Architecture)Experience working with functional business leaders to identify business objectives and develop outcome-focused roadmapsGuide large Consulting/SI organizations.Large Program Experience3+ years of large program experience leading architecture and designEnterprise Architecture Experience is a plus but not requiredEnterprise or Solution Architect role and/or relevant experienceData modeling, core data design, security, integrations, configuration managementServiceNow Platform Experience is requiredAbility to travel up to 80%Additional Information
Work PersonasWe 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.Equal Opportunity EmployerServiceNow 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.AccommodationsWe 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
globaltalentss@servicenow.com
for assistance.Export Control RegulationsFor 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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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 TeamThe 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 RoleThe
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 identification, implementation, and ongoing operations related to ServiceNow solutions.What you get to do in this role:Develop strong relationships with the 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) 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 the 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 with ServiceNow leading practices.Work with clients and ServiceNow teams to establish delivery operating model governance to ensure successful go-lives, end-user adoption, and ongoing 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 and review solutions across the platform that align with delivered capabilities.
Qualifications
Our ideal candidate:Consulting ExperienceManagement Consulting Experience preferred (Big 4, Strategy Firm) or OEM software or Cloud company3+ years of experience in management consulting leadership roles at a top-tier consulting company focused on technology (Digital/SaaS/Enterprise Software)Experience as an enterprise/solution architect in Fortune 500 or OEM Software or Cloud CompanyCareer progression (Technical, Architecture)Experience working with functional business leaders to identify business objectives and develop outcome-focused roadmapsGuide large Consulting/SI organizations.Large Program Experience3+ years of large program experience leading architecture and designEnterprise Architecture Experience is a plus but not requiredEnterprise or Solution Architect role and/or relevant experienceData modeling, core data design, security, integrations, configuration managementServiceNow Platform Experience is requiredAbility to travel up to 80%Additional Information
Work PersonasWe 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.Equal Opportunity EmployerServiceNow 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.AccommodationsWe 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
globaltalentss@servicenow.com
for assistance.Export Control RegulationsFor 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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