Principal Product Architect, Telco




Atlanta, GA


Position summary

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you. 

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

ServiceNow's TMT industry solutions are transforming the way our customers operate, while enabling them to deliver superior experiences to their customers.  We are enabling them to deliver a connected experience that extends from customer engagement to front, middle and back-office operations.  All of this happens on a single, powerful platform that enables work to get done more quickly and efficiently.  

ServiceNow is seeking a driven Principal Product Success Architect – for our TMT industry. The Product Success Architect will provide technical expertise to ensure customers adopt, renew, and maximize their value from their ServiceNow investment.  The Product Success Architect will work with our larger team in the acquisition and retention of customers by leveraging the TMT Application including Customer Service Management. (CSM), Field Service Management (FSM), Telco Service Management (TSM), Technology Provider Service Management (TPSM) or Telco Network Inventory (TNI.) This is a hands-on technical architect who can go wide and deep on the solution with regards to people, process, and technology.

What you will do:

In this role, you will:

  • Create a deep sense of empathy for the customer and genuine passion in helping them succeed.

  • Collaborate closely with the ServiceNow R&D teams on new products in this space and escalated technical issues.

  • Demonstrated ability to influence and consult (providing options with pros, cons, and risks) while providing technical thought leadership to sponsors/stakeholders in solving business process and/or technical problems.

  • Experience in analyzing and recommending strategies based on business priorities.

  • Solid experience in requirements gathering, including experience in creating process mapping documentation.

  • Excellent communication skills (both written and verbal) with strong presentation and facilitation skills (proficiency in Miro, Word and PowerPoint.)

  • Responsible for creating innovative solutions leveraging ServiceNow’s TMT Solutions

  • Mentor field resources in implementation methodology, configuration, and best practices for TMT applications.

  • Review & influence customer’s architecture, design processes and system integrations to the platform.

  • Respond to customer questions relating to ServiceNow TMT Solutions.

  • This role is pivotal in providing our growing customer base, with lessons learned, strategies, and advice to enhance real world security operations.

  • Configure solution environments to address customer requirements and business issues.

  • Collaborate with Product Management and Development team members to enhance ServiceNow products with new capabilities that address customer needs.

  • Share best practices and known solutions with other internal teams, community, and customers to help promote faster time to value for customers. 

  • Stay current on competitive analyses and understanding differentiators between ServiceNow and its competitors.


  • 10+ years of experience in customer-facing implementation / delivery roles such as Solution Architect, Technical Consultant &/or former developer ideally from in professional services or consulting capacity

  • 10+ years in the Customer Service technology industry space (such as Oracle Service Cloud, Salesforce Service Cloud or ServiceNow CSM) or Field Service Management technology (such as Salesforce Click or ServiceNow FSM)

  • Deep domain knowledge in Telecommunications, Media & Technology industries including Deep experience and understanding of Telecom OSS domain and experience in TM Forum, MEF and other industry standards.

  • Familiar with OSS/BSS domains especially in the areas of Service Assurance, Order Management and Customer Service.

  • Ideally ServiceNow CSM & FSM certified, and TMT accredited.

  • Ability to do ServiceNow deep architectural advisory work and configuration/coding.

  • Fanatical about customer success and tenacious at driving long-term customer value. 

  • Highly data-driven with commitment to drive customer engagement towards business outcome and value realization. 

  • Excellent verbal and written communication skills, including the ability to chair sessions and host webinars. 

  • Must be able to travel up to 25% annually, when applicable.

Additional Information

ServiceNow is an Equal Employment 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.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at https://talent.acquisition@ for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the https://U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the https://U.S. Government.

Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site.

From Fortune. © 2022 Fortune Media IP Limited All rights reserved. Used under license.

Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of, ServiceNow.

Why you should apply for a job to ServiceNow:

  • Ranked as one of the Best Companies for Women in 2022

  • 4.7/5 in overall job satisfaction

  • 4.7/5 in supportive management

  • 92% say women are treated fairly and equally to men

  • 91% would recommend this company to other women

  • 95% say the CEO supports gender diversity

  • Ratings are based on anonymous reviews by Fairygodboss members.
  • Flexible PTO policy intended to empower full-time employees to balance their professional and personal lives.

  • ServiceNow offers to 20 weeks of paid parental leave and generous family leave.

  • Access to ServiceNow's Diversity, Inclusion and Belonging Community consisting of nine employee-led Belonging Groups.