Principal Product Excellence Architect

Principal Product Excellence 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.

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.
• 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.

Qualifications

• 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,
• Seven years of experience implementing 2 or more ServiceNow ITOM products. Implementation Certificates and registered implementations are required.
• Advanced and current understanding (and practice) in Windows Domain and Unix System Administration. Including the understanding of described domain structures, user permission levels, group policy objects and the execution of SUDO Policies
• Enterprise architecture domains
• AMZN API, VMware automation, Puppet/Chef/Ansible, integration & automation expertise with orchestration
• Service oriented and distributed application architecture in the enterprise (web services, data access and persistence, client/server, etc)
• Cloud Management Platforms such as AWS, VMware, BMC, etc.
• IT Operations experience in storage, network and compute of enterprise environments
• ITIL / CMDB implementations (CCMDB, UCMDB, etc.)
• Scripting with powershell, perl, wmi, ssh, python, javascript. Xpath, Exhibits prior and current technical expertise in web technology and the ability to learn new technology
• Exceptional communication and presentation skills to include technical and business concepts.)
• Demonstrated ability to influence and consult (providing options with pros, cons and risks) around all key technical decisions during project delivery
• Strong interpersonal skills, customer centric attitude, ability to deal with cultural diversity
• Proven team player and team builder
• Degree or equivalent, preferably in Information Technology and proven experience in technical consulting roles