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ServiceNowPrincipal Solution Architect, ITSM
ServiceNow operates as an AI control tower focused on business reinvention, uniting data, workflows, and artificial intelligence to assist organizations worldwide. The company is currently hiring…
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About this role
Principal Solution Architect, ITSM at ServiceNow is a full-time role. Work arrangement: Remote. Location: Applicants in United States only. No salary is shown in this listing. It was posted on Oct 30, 2026. This listing is paused and not taking applications at the moment.
Job Description
ServiceNow operates as an AI control tower focused on business reinvention, uniting data, workflows, and artificial intelligence to assist organizations worldwide. The company is currently hiring a remote Principal Solution Architect, ITSM to act as a technical and functional authority. In this capacity, the professional will guide clients through the deployment of Technology Workflow solutions by applying leading practices to secure positive business outcomes.
This position involves supporting pre-sales efforts, participating in direct customer and partner engagements, and serving as an advocate for customer requirements internally with training, product management, and certification teams. Candidates should expect to provide architectural oversight, share industry knowledge, and deliver product expertise. The individual selected will also interact with senior leadership on implementation roadmaps, lead educational events, mentor delivery team members, and travel up to 50 percent of the time annually depending on business needs and client interactions.
Responsibilities
- Participate in pre-sales tasks such as hosting solution presentations, conducting scoping discussions, and estimating implementation efforts alongside sales and partner organizations.
- Act as a core project team member to deliver customer outcomes, emphasizing workflow connectivity across the client technology landscape and governance standards.
- Engage with executive leadership and CXOs to advise on implementation roadmaps and change management strategies.
- Design solutions for frequent customer use cases using Technology Workflow capabilities and publish those use cases for broader team access.
- Build collaborative relationships with product owners and stakeholders to increase awareness of workflow solution roadmaps and features.
- Host webinars, office hours, and formal presentations to educate field delivery stakeholders on customer use cases and successes.
- Collaborate with Customer and Partner Excellence teams to refine delivery materials for continuous improvement.
- Provide mentorship and enablement for ServiceNow delivery staff and partner networks.
Requirements
- At least 8 years of consulting or configuration experience working with complex technologies, including integrations and portals.
- At least 5 years of consulting or configuration experience focusing on the ServiceNow Technology Workflow solution suite.
- Extensive background across major technology software platforms.
- Proven ability to consult and influence senior leaders while delivering thought leadership on technical and business process challenges.
- Strong communication skills capable of translating complex concepts through visualizations, workflows, diagrams, and wireframes.
- Ability to travel up to 50 percent of the time annually.
Qualifications
- Hold or achieve the ServiceNow Certified System Administrator certification within the first 60 days of employment.
- Hold at least 2 relevant Certified Implementation Specialist certifications, such as ITSM or ITOM.
- Hold or achieve the ServiceNow Certified Technical Architect certification within the first 365 days of employment.
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this position remote?
Yes, the posting lists the location as remote and notes that the company approaches work with flexibility, assigning work personas based on work nature and employee location.
What is the employment type?
The employment type is full-time.
What salary does this role offer?
The salary is not specified in the job posting.
What are the travel requirements for this job?
The role requires up to 50 percent travel annually, depending on internal meetings and client needs.
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