Principal Product Excellence Architect

2 weeks ago

Melbourne, Victoria, Australia Tasmania Full time
Overview

What you get to do in this role:

  • Support Customer Implementations: Lead/Contribute to the successful delivery of ITOM projects for global customers, ensuring issues are resolved promptly and satisfaction remains high.
  • Accelerate Time-to-Value: Help develop and apply repeatable solutions and approaches that improve implementation efficiency and customer outcomes.
  • Assist with Escalations: Work with senior team members to resolve customer issues that cannot be addressed through standard support channels.
  • Collaborate with Product Teams: Share feedback and insights from customer experiences with internal product and engineering teams to help improve features and usability.
  • Contribute to ITOM Strategy: Support the design and implementation of ITOM solutions, considering opportunities for adjacent product adoption (e.g., CMDB, Discovery, Event Management).
  • Hands-on Configuration: Configure workflows, applications, and user interfaces as part of ITOM deployments, following best practices and documented guidance.
  • Reporting & Dashboards: Assist in developing customer-specific reporting and dashboards to provide visibility into key operational metrics.
  • Internal & Customer Documentation: Help create deliverables and documentation to support internal stakeholders and enhance customer engagement.
  • Enablement Support: Contribute to training materials, guides, and reusable assets to support implementation teams and partners.
  • Cross-Functional Teamwork: Work closely with customer success, support, and delivery teams to ensure alignment on project goals and outcomes.
Qualifications
  • CIS certifications in 2 or more ITOM products, CSA, and application developer certifications
Responsibilities
  • Drive the end-to-end resolution of complex, high-visibility global customer issues, ensuring exceptional satisfaction and successful outcomes.
  • Act as a bridge between customers and R&D through Customer-Oriented R&D (CORD) efforts—gathering feedback, use cases, and emerging needs to inform product direction and innovation.
  • Define and refine best practices by leveraging insights from real-world customer implementations across industries and geographies.
  • Troubleshoot and resolve highly complex technical issues in real time, designing scalable solutions that are often integrated into future product releases.
  • Support critical customer challenges that extend beyond standard support and professional services capabilities.
  • Partner closely with ServiceNow R&D teams to resolve technical escalations, influence product direction, and drive continuous improvement.
  • Lead resolution efforts for critical issues spanning multiple products, delivering timely, comprehensive technical and business solutions.
  • Innovate within the platform to accelerate time-to-value, simplify deployment, and expand functionality for emerging technologies.
  • Conduct enablement sessions and workshops to share expertise and educate the ITOM ecosystem on implementation best practices and advanced techniques.

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