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Lead Platform Solutions Architect
2 months ago
The Team
The Customer Outcomes team at ServiceNow collaborates with clients to facilitate their achievement of business objectives through dedicated Customer Success services.
The team's mission is to enhance customers' adoption of the ServiceNow platform, enabling them to realize value more swiftly, minimize expenses, and mitigate risks.
The RoleThe Customer Outcomes Platform Architect serves in a consultative capacity, guiding our clients in establishing a robust technical foundation within the ServiceNow Platform and designing solutions that yield business results.
This role involves establishing and endorsing best practices concerning instance strategy, technical governance, core data management, integrations, and the overall health of the platform.
This is a highly advisory position that does not engage in platform configuration but instead directs both partner and customer resources towards achieving their objectives through leading practices.
This role engages with clients across various levels, including executives, platform owners, enterprise architects, and development teams throughout the sales, structuring, implementation, and ongoing operations related to ServiceNow solutions.
Ideal Candidate Profile
An exemplary candidate will possess experience as an enterprise architect with a proven history in management consulting, particularly within professional services firms or cloud software companies, focusing on technology strategy, governance, data management, and solution design.
They will have demonstrated the capability to become a trusted advisor to senior leadership, facilitating customer success through strategic planning functions, including business value identification, road mapping, and defining effective execution strategies, including governance frameworks and managing extensive enterprise programs.
Key Responsibilities- Develop strong relationships with C-suite executives and business leaders to comprehend the client's vision and the role of ServiceNow in their digital transformation journey.
- Translate business objectives into actionable outcomes through a visual customer roadmap.
- Collaborate with customer architecture teams (enterprise and solution) to:
- Analyze and translate business information and technical requirements into an architectural blueprint that outlines solutions for achieving complex business objectives.
- Position ServiceNow as the system of action to facilitate the integrated digital transformation roadmap.
- Establish and advise on technical governance related domains and associated processes.
- Enhance platform health by reviewing and guiding the remediation of configurations and customizations that do not align with ServiceNow's leading practices.
- Work with clients and ServiceNow teams to establish governance for delivery operating models to ensure successful implementations, user adoption, and ongoing support.
- Advocate for ServiceNow's advisory leading practices and industry use cases with clients.
- Contribute thought leadership through methodologies and white papers on how advisory and co-delivery can optimize customer outcomes.
- Guide customers through prescriptive solution design and manage technical implementation decision points.
- Define solutions across the platform that align with delivered capabilities.
