Senior Principal Solution Architect Platform Expert Services

ServiceNow

Senior Principal Solution Architect Platform Expert Services

Posted 45 Minutes Ago

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Hiring Remotely in West Palm Beach FL USA

Remote or Hybrid

Senior level

Artificial Intelligence • Cloud • HR Tech • Information Technology • Productivity • Software • Automation

We're putting AI to work for people.

The Role

The Senior Principal Solution Architect drives customer success on the ServiceNow platform through design solutions architecting workflows and leading pre-sales activities. Responsibilities include customer consultation mentoring and promoting best practices in implementation and technology adoption.

Summary Generated by Built In

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 8100 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.
Relocation to West Palm Beach is available and provided by ServiceNow.
Job Description
The Team
The Customer Excellence Group at ServiceNow works with customers to help them achieve their business outcomes by providing prescriptive guidance. As part of the Customer Excellence Group you will work with our customers to drive consumption adoption and customer satisfaction and ultimately help our customers grow their business on the ServiceNow platform by getting them to see the value of their ServiceNow investment.
The Role
The Solution Architect Platform is a functional and technical expert consulting with customers on implementing a ServiceNow Workflow's Solutions based on best practices - all with the goal of accelerating and driving customer business outcomes. The role requires the person to be laser-focused on solving for the most relevant customer challenges - providing support during sales cycles on direct engagements with our Customers and Partners and advocating for customer needs within ServiceNow (e.g. Product Management Customer & Partner Excellence Training & Certification).
Solution Architect Platform brings architectural guidance business acumen in the industry (e.g. Low code platforms AI UX integrations App Engine Information Technology etc.) along with deep product expertise innovation and knowledge capital to our customers and partners.
What you get to do in this role:

Support pre-sales activities like conducting sales presentations leading solutioning/scoping discussions/workshops estimating implementation engagement efforts in partnership with Services Account Executives Solution Sales Executives/Consultants Sales Account Executives and Partner Sales Organizations
Be a lead member of an overall engagement project team focused on delivering successful and substantive customer outcomes focused on inter-connectivity between Workflow applications and a Customer's technology landscape while informing customer on governance best practices
Interacts with senior leadership or even CXO roles to support discussions related to their implementation roadmap and change management best practices for implementing applications within a Workflow
Design solutions using a Workflow's Solutions for common customer use cases publishing those use cases for broader consumption
Establish mutually beneficial relationships with a Workflow's product owners and stakeholders to promote awareness of Workflow Solutions capabilities and roadmaps
Lead office hours formal presentations webinars and other learning events tailored to field delivery stakeholders (advisory delivery GTM etc.) to showcase customer use cases and successes
Promotes continuous improvement practices for delivery/engagement materials in partnership with related Customer & Partner Excellence Team
Enable and mentor other members of the ServiceNow delivery team and partner ecosystem
Up to 50% travel annually driven by customer needs and internal meetings

Qualifications

At least 8 years of consultation and/or configuration experience related to implementing complex highly-capable technologies - inclusive of integrations and portals
At least 5 years of consultation and/or configuration experience related to implementing the ServiceNow Workflow Solutions this position is posted for
Vast experience with leading PaaS and Low Code app Platform software (Salesforce Outsystems Pega PowerApps etc.)
Understanding of AI Models Deep Learning Models and Large Language Models with a focus on Generative AI.
Experience with ServiceNow's Predictive/Task Intelligence AI Search and Virtual Agent is highly valued.
Demonstrated ability to influence and consult senior leaders (identification of needs providing options with pros cons and risks) in a complex organization while also providing thought leadership to sponsors/stakeholders in solving business process and/or technical problems
Customer-centric mentality willing to go the extra mile for the customer and will break down all barriers to ensure customer success
Interacts well with both technical and non-technical customers attains relevant technical and business requirements analyzes information and designs comprehensive solutions
Capable of developing visually rich and professional conceptual design documents targeted to varying audiences of business and technical aptitude
Experience conducting solutions presentations and obtaining customer acceptance to solution design
Strong capabilities in forging trust engaging a remote or in-person audience
Strong aptitude toward communicating complex business and technical concepts using visualization and modeling aids. Ability to conceptualize and design sophisticated wireframes workflows and diagrams
A passion to continually study new technologies and functionality as well as be involved in projects that push the capabilities of existing technologies
ServiceNow Certifications:
- Certified System Administrator (required or must achieve within the first 60 days)
- Certified Application Developer
- Certified Implementation Specialist
- Desired ServiceNow Certifications:
- Certified Technical Architect (required or must achieve within the first 120 days)
Beneficial Industry Certifications:
- ITILv4
- IT4IT
- TOGAF

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.
From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license.

Skills Required

At least 8 years of consultation and/or configuration experience related to implementing complex technologies
At least 5 years of consultation and/or configuration experience with ServiceNow Workflow Solutions
Experience with leading PaaS and Low Code app Platform software
Understanding of AI Models Deep Learning Models and Generative AI
ServiceNow Certifications: Certified System Administrator and Certified Technical Architect
Demonstrated ability to influence and consult senior leaders
Experience conducting solutions presentations and obtaining customer acceptance to solution design

What the Team is Saying

ServiceNow Compensation & Benefits Highlights

Parental & Family Support—Paid leave is specified at 20 weeks for birthing parents and 12 weeks for non‑birthing parents complemented by Cleo parenting resources fertility education adoption assistance and caregiver support (Grayce Rethink). This breadth signals strong support for family planning and caregiving needs.
Leave & Time Off Breadth—Flexible paid vacation 12 paid holidays and additional company‑wide Wellbeing Days are described with vacation targets increasing with tenure. These elements create multiple avenues for rest and recharge beyond standard PTO.
Healthcare Strength—Comprehensive medical dental vision disability and life insurance are provided alongside mental‑health support via Lyra Counseling/EAP. Coverage breadth across physical and mental health indicates robust baseline protection.

Learn more about ServiceNow's Compensation & Benefits →

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The Company

HQ: Santa Clara CA

28000 Employees

Year Founded: 2004

What We Do

As the AI platform for business transformation we're putting AI to work across organizations — freeing people for work that matters. Making old tech work with new tech. Reaching across departments from the front office to the back office and every office in between. Our ambition? To become the AI defining enterprise software company of the 21st century (or "AI DESCO21C" as we like to call it). With more than 8100+ customers we serve approximately 85% of the Fortune 500® and we're proud to be a Fortune 100 Best Companies to Work For® and World's Most Admired Companies™. Explore your future career with us visit www.servicenow.com/careers. From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license.

Why Work With Us

By joining ServiceNow you are part of an ambitious team of change-makers who have a restless curiosity and a drive for ingenuity. We're committed to helping our people do their best work and live their best lives so we can fulfill our purpose together. At the fastest-growing enterprise software company you can grow your career faster.

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ServiceNow Offices

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Hybrid Workspace

Employees engage in a combination of remote and on-site work.

At ServiceNow we lead with flexibility and trust. For some home is the primary workplace. For those who come into a ServiceNow workplace you are empowered to make team-guided and individual-led decisions on how and when you use the workplace.

Typical time on-site: Flexible