Senior Product Success Architect

What you get to do in this role: 

Be a core part of a new team we are building in Sydney. The role of the Senior 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. 

Read about Impact Accelerators & watch the videos below to learn more: 

• https://docs.servicenow.com/bundle/washingtondc-impact/page/product/impact/reference/technical-accelerators.html 
• https://www.servicenow.com/legal/servicenow-impact.html

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 through 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 of 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 
• Drive the continuous improvements of our implementation methodology and service offerings based on client experiences 
• Mentor resources and peer review development work 

• ServiceNow skills & previous experience in different ServiceNow modules are required for this role
• 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 
• Experience with AI/ML technology and preferably experience with ServiceNow Virtual Agent, Predictive Intelligence and Performance Analytics products or 
• Experience with Web Technologies (XML, HTML, JavaScript, Web Services, etc.) and working in a SaaS environment 
• Experience working with Agile methodologies 
• Excellent communication and presentation skills 
• Excellent interpersonal skills, customer-centric attitude and experience working with cross-functional teams and multi-level stakeholders 
• Prepared to study for, obtain and maintain ServiceNow certifications 

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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