ServiceNow is on FGB’s Best Tech Companies for Women of 2021.
FGB'ers gave this company a 4.7/5 in overall job satisfaction
FGB’ers working at ServiceNow rated their manager’s support a 4.7/5
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 seven employee-led Belonging Groups.
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 7,400+ customers, we serve approximately 80% of the Fortune 500, and we're on the 2021 list of FORTUNE World's Most Admired Companies®.
The Customer Outcomes team at ServiceNow works with customers to help them achieve their business outcomes by providing prescriptive guidance. As part of the Customer Outcomes 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.
This opening for a Solution Architect, Customer & Industry Workflow (CIWF) will be a functional and technical expert on a customer engagement team – consulting with customers and configuring the ServiceNow CIWF products based on configuration 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, which may include field readiness, early adopter customer use cases, feature implementation best practices content, and publishing reference or technical architectures.
What you get to do in this role:
Be the technical expert in how to best support Customer Service by configuring CWF solutions using ServiceNow best practices focused on configuration vs. customization
Bring architectural guidance, product expertise, innovation, and knowledge capital to our customers
Establish mutually beneficial relationship with CWF product owners and stakeholders
Design solutions using CIWF solutions for common customer use cases
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 reference architectures
Provide ad hoc subject matter expertise as warranted via customer needs and business demands including but not limited to practice operations, pre-sales support, field assistance, etc.
Support the engagements efforts for Customer Service-specific process definition, re-engineering, improvement, and gap analysis of current/future-state processes during workshops with key customer sponsors and stakeholders
Advise customers in their efforts to take advantage of the ServiceNow CWF Solution’s standard capabilities in their efforts to improve their customer service
Lead customer design workshops focused on ServiceNow Platform and CWF Solution technology
Guiding customers in completing required documentation such as business requirement workbooks for technical aspects of the solution
Drafting more technically focused user stories, their acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving them
Guides and provides ad-hoc oversight/training for the customer’s future system administrators throughout the engagement
Lead technical aspects of project delivery and solution delivery for engagements, sometimes providing oversight and unit testing of partner resources development
Be a lead member of an overall engagement project team focused on delivering successful and substantive customer outcomes
Prepare all customer-facing deliverables focused on the technology and responsible for quality of configured/developed solution
Promoting continuous improvement practices for delivery/engagement materials
Supporting specific sales activities when required
Providing training and mentoring to other members of the ServiceNow delivery team and partner ecosystem upon request
Up to 50% travel annually, driven by customer needs and internal meetings
To be successful in this role, we need someone who has:
Desired ServiceNow Certifications:
Certified System Administrator (required or must achieve within the first 60 days)
Certified Implementation Specialist - CSM
Certified Implementation Specialist - FSM
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.
All new employees hired in the United States are required to be fully vaccinated against COVID-19, subject to such exceptions as required by law. If hired, you will be required to submit proof of full vaccination or have an approved accommodation, by your start date. Visit our Candidate FAQ page to learn more.
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 [email protected] 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 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 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.
Work personas are categories that are assigned to employees depending on the nature of their work. Employees will fall into one of three categories: Remote, Flexible or Required in Office.
Required in Office
A required in office work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office. This persona is required to work from their assigned workplace location 100% of the work week based on the business needs of their role.
A flexible work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office and will work from their assigned workplace location roughly 3 days/week or less (generally around 40-60% of the work week). Flexible employees may choose to work the remaining working time from their workplace location or home. Flexible employees are required to work within their state, province, region, or country of employment.
A remote work persona is defined as an employee who performs their responsibilities exclusively outside of a ServiceNow workplace and is not contracted or aligned to a ServiceNow-affiliated office, including those whose place of work (pursuant to their terms and conditions of employment) is their home. Remote employees are required to work within their state, province, region, or country of employment.
At ServiceNow, we make the world of work, work better for people. We deliver digital workflows that create great experiences and unlock productivity. With ~6,900 customers, we serve ~80% of the Fortune 500. And we are #1 on FORTUNE® Future 50 2021 list. This is the future of work.
Help us build on our incredible momentum, our diverse, engaged workforce, and our purpose to make the world of work, work better. Explore our open positions here, and visit our Careers site to learn more.