Principal Workflow Architect

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.

The Customer Outcomes team at ServiceNow works with customers to help them achieve their business outcomes by providing prescriptive guidance. As part of this diverse team, 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.

What you get to do in this role:

ServiceNow is currently seeking a Principal Workflow Architect with a focus in more than one of product domains (primarily ITSM and ITOM, but ITAM, SPM are taken into consideration) to be responsible for the successful delivery of ServiceNow's solutions and services in a client consulting environment.

The Principal Workflow Architect is a key member of the overall implementation project team and expected to deliver thought leadership with deep subject matter expertise related to ServiceNow product capabilities and complimentary technologies. You will:

• Participate in workshops with customers to assess current processes and establish future-state processes.
• Design and deliver ServiceNow solutions with a technical architecture designed for long-term success and following ServiceNow technical standards and leading practices.
• Advise customers on how to take advantage of the ServiceNow Platform capabilities to improve their business processes.
• Guide customers in completing required documentation such as business requirement workbooks for technical aspects of the solution.
• Provide feedback to product development to improve the product based on experiences gained with customers.
• Maintain skills / certifications depending on the teams need
• Lead all technical aspects of project delivery and solution delivery
• Mentor field resources in implementation methodology, configuration and best practices
• Customer facing role with some travel across Germany where required

Qualifications

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry. 
• 5+ years of experience as part of a professional services organization; or equivalent education/experience
• Demonstrated ability to influence and consult (providing options with pros, cons and risks) in a customer environment, while providing thought leadership to customer sponsors/stakeholders in solving business process and/or providing architectural guidance
• IT domain expertise related to ServiceNow product
• Success driving complex issues through analysis and resolution
• Experience working collaboratively
• ServiceNow certifications in aligned area
• Experience with Web Technologies (e.g. JavaScript, Web Services, XML) and working in a SaaS environment.
• Excellent communication and presentation skills
• Excellent interpersonal skills, customer-centric attitude and experience working with diverse team
• Fluency in German and English is mandatory

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. Learn more here.

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. 

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