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Principal Services Sales Architect

Element AI

Element AI

IT, Sales & Business Development
Sydney, NSW, Australia
Posted on Tuesday, March 26, 2024

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

This Solution Architect is a functional and technical expert consulting with customers on implementing ServiceNow solutions based on best practices – all with the goal of accelerating adoption and driving customer business outcomes. The role requires the person to be laser-focused on solving for the most relevant customer challenges - providing leadership and support during sales cycles, on direct engagements with our Customers and partners, and advocating for customer needs within ServiceNow (e.g., Product Management, Leading Practices, Training & Certification).

Solution Architect brings architectural guidance, deep business acumen, along with deep product expertise, innovation, and knowledge capital to our customers and partners. This role requires a broad understanding of the ServiceNow platform, depth in understanding a complete Workflow of products (e.g. Technology Workflow) to allow the creation of mulit-product solutions that integrate with the customer’s enterprise architecture.

The Solution Architect will engage a team of ServiceNow and channel partner resources and support sales cycles as required to grow overall wallet share and cross-sell. Understand the client’s overall business to ensure successful implementation of ServiceNow products and technologies. Act as an authority on ServiceNow Expert Services project methodology and best practices, demonstrating the ability to tailor the methodology to meet the client’s needs while preserving a structured process. Demonstrate high “Speed of Delivery” – being able to rapidly develop documentation, standards, and other deliverables for which they are responsible. Identify and pursue potential ServiceNow Expert Services opportunities at a client within and outside of the scope of work. Work with ServiceNow Sales, Solution Consulting, ACE partners, Servicenow Services Sellers and others to qualify, manage and close expert services opportunities. Collaborate with ServiceNow Sales to use Expert Services resources and service offerings in the most appropriate fashion to support large/strategic product sales opportunities.

The Solution Architect will work alongside the Services Sellers in the sales process and then maintain periodic touch points during delivery activities to ensure that the architecture and design principles are maintained, being a consistent trusted partner for the customer.

The Solution Architect will work on the largest digital transformation opportunities with our most strategic customers engaging with C-Levels roles not only within IT but also various business functions.

What you get to do in this role:

  • Support pre-sales activities like conducting sales presentations, leading solutioning/scoping discussions/workshops, estimating consulting engagement efforts in partnership with Services Account Executives (SAE), Solution Sales Executives/Consultants, Sales Account Executives, and Partner Sales Organizations
  • Build credibility/trust with core Customer account teams to ensure they engage with Customer Outcomes (CO) early in the deal lifecycle and so they are comfortable with CO leading pursuits and working with the customer on stand-alone Services deals.
  • Be a strong evangelist of the ServiceNow value proposition aligned to customers objectives.
  • Qualify customer opportunities in conjunction with the SAE.
  • Develop deep understanding of customer requirements and translate to a high level solution/scope/effort.
  • Grow deal size by becoming a Trusted Advisor for the customer and manage alignment with their strategy.
  • Provide continuity during the pre-sales process through engagement delivery.
  • Commercial awareness - business case input, understanding of customers budgetary constraints.
  • Write SoWs with a strong focus on pre-requisites and risk management.
  • Gain customer approval of the SoW scope and services description through multiple walk-throughs.
  • Engage with internal delivery resources to request specialist scoping support where required.
  • Bridge between the technical scope, architecture, and technical governance.
  • Build project roadmaps (e.g. phasing) aligned to customers capabilities and business objectives.
  • Be a lead member of an overall engagement project team focused on delivering successful and substantive customer outcomes, focused on inter-connectivity between Workflow solutions and a customer’s technology landscape, while informing customer on governance best practices
  • Align delivery and Impact teams for scoped projects. Drive further license and services revenue by picking up gaps/further opportunities within the customer.
  • Support project initiation and planning activities to ensure seamless transition to delivery and that the agree architecture and design are respected through sales to delivery.
  • Become a part of the extended project governance team and attend check points and governance meetings.
  • Attend post-delivery reviews and project close out and ensure feedback is captured to refine/improve scoping.
  • Interlock with existing customer engaged teams, where present, to further understand where opportunities exist.
  • Enable and mentor other members of the ServiceNow delivery team and partner ecosystem.
  • Up to 50% travel annually, driven by customer needs and internal meetings.

Qualifications

To be successful in this role, we need someone who has:

  • An extensive career in Professional Services, ideally working also with a software OEM, and the value proposition they bring for a customer.
  • The ability to build strong relationships internally and externally, ensuring proper engagement with core teams and customers.
  • Ability to talk to customers in their language, around their industry, and at the appropriate level across Executive, Business and Technical stakeholders.
  • Experience of creating and presenting, complex, multi technology solutions while creating the link to the business value proposition.
  • The ability to manage complex customer pursuits and invest time and resources appropriately.
  • Ability to navigate tough conversations and challenging meetings with internal and external customers.
  • Strong focus on ownership and execution against deadlines while managing multiple opportunities at a time.
  • Capable of developing visually rich and professional conceptual design documents targeted to varying audiences of business and technical aptitude.
  • Strong aptitude toward communicating complex business and technical concepts using visualization and modeling aids.
  • Ability to conceptualize and design sophisticated wireframes, workflows, and diagrams.
  • Ability to interact well with both technical and non-technical customers, attains relevant technical and business requirements, analyzes information, and designs comprehensive solutions and engages with a high level of intellectual agility.
  • Experience conducting solutions presentations and obtaining customer acceptance to solution design.
  • A passion to continually study new technologies and functionality, as well as be involved in projects that push the capabilities of existing technologies.
  • Holds or is eligible for ServiceNow certifications - CMA or CTA. Other certifications such as TOGAF highly desirable.

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 [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.

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