Principal Product Success Architect

2 weeks ago

Sydney, Australia ServiceNow Full time
Job Description

The role of the Principal Technical Consultant – Impact is part of ServiceNow Impact, our newest product. ServiceNow Impact personalizes customers' digital transformation journey on the Now Platform and accelerates customers’ time-to-value. The role will be part of a new team we are building in Sydney, Australia.

As part of the global customer success organization, this role will help customers unlock business value and accelerate the adoption of the ServiceNow products they have purchased by delivering our technical accelerators.

You will act as the ServiceNow subject matter expert and bring ServiceNow best practices, innovations, and capabilities to help customers achieve their goals. We have high expectations and a career at ServiceNow means challenging yourself to always be better.

The ideal candidate is someone with significant experience in ServiceNow development and who wants to help our client base with their digital transformation capabilities.

  • Present and deliver one or more offerings from our portfolio of technical accelerators to complex, large enterprise customers remotely.
  • Prepare all client-facing and internal deliverables that are technology-related.
  • Identify and drive process improvement opportunities, guide best practices development, and mentor/guide junior team members.
  • Guide development of new offerings for our technical accelerator portfolio.
  • Engage with customers’ requests in Impact including scoping the level of effort, fulfilling business requirements, and resolving customer escalations.
  • Demonstrate the product, both standard and tailored to customer needs.
  • Responsible for understanding business and technical problems addressed by the Customer Success Program evolving products and business needs (security, upgrades, etc.).
  • Develop and maintain strong working relationships with other teams (internal & external stakeholders)
  • Drive the continuous improvements of our implementation methodology and service offerings based on client experiences.
  • Provides thought leadership, leads changes and team leadership by mentoring/coaching team members (IC1 – IC4).
  • Mentor resources and peer review development work.

Qualifications

  • Proven technical and business process experience in leading the development and delivery of ServiceNow solutions in client environments.
  • Knowledge of technical components such as LDAP, SAML/SSO, and integrations that make use of these technologies.
  • Ideally experience with AI/ML technology and preferably experience with ServiceNow Virtual Agent, Predictive Intelligence, and Performance Analytics products.
  • Experience with Web Technologies (XML, HTML, JavaScript, Web Services, etc.) and working in a SaaS environment.
  • Experience working with Agile methodologies.
  • Deep knowledge and expertise in key areas of the ServiceNow platform.
  • Deeper understanding of the value of the accelerator and how it ties to customer’s business objectives
  • Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems.   
  • Excellent interpersonal skills, customer-centric attitude, and experience working with cross-functional teams and multi-level stakeholders.
  • Has ServiceNow certifications and is prepared to study for, obtain, and maintain more.
  • Committed to wowing customers, ensuring that actions contribute towards measurable value for the customer, and generating customer success stories.  
  • Loves to win as a team and work efficiently in a collaborative environment.  
  • A desire to contribute to our best place to work where everyone can be their best self and feel an amazing sense of belonging. 
  • Have a hungry and humble mindset, and proactively seek help when challenges arise. 


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 talent.acquisition@servicenow.com 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.

 

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.

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