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Success Architect – Employee Workflow

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Company Description

ServiceNow is making the world of work, work better for people. Our cloud‑based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. We're growing fast, innovating faster, and making an impact on our customers' and employees' lives in significant and important ways. With over 6,900 customers, we serve approximately 80% of the Fortune 500, and we're on the 2020 list of FORTUNE World's Most Admired Companies.®

We’re looking for people who are ready to jump right in and help us build on our incredible momentum, our diverse, engaged workforce, and our purpose to make the world of work, work better.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Job Description

The Customer Outcomes Success Architect – Employee Workflow specialist will be responsible for assisting clients transform their HR, Legal, Procurement and Workplace functions to achieve their business outcomes. The resource will assist customers by providing them strategic guidance on how ServiceNow Employee Workflow solutions can allow their employees to work and collaborate where and how they want, improving productivity and agility. The Success Architect will develop and maintain senior level relationships leading to the client’s product adoption, realization of business outcomes, renewals, and expansion of ServiceNow offerings within their business.

An ideal candidate will have achieved a senior level position and successful track record in HR, Legal, and/or Procurement organizations and/or equivalent management consulting firms focused on technology and organizational transformation within the HR space. They will have demonstrated the ability to become a trusted advisor to C-level client leaders and facilitate customer success by assisting them with business value identification, road mapping, as well as advising and defining successful execution strategies within the context of Employee Workflows and how best to get the most value from our ServiceNow products.

What you get to do in this role:

  • Assist in the design and execution of HR, Legal, Procurement and Workplace digital transformation programs across multiple clients
  • Provide subject matter guidance to customers in the realm of HR and supporting functions. Guide customers on industry best practices and help prevent customers from creating technical debt by over-customizing
  • Advise customers in their efforts to take advantage of the ServiceNow Employee Workflow Solutions standard capabilities in their efforts to improve departmental processes
  • Develop strong executive relationships with heads of HR, Legal, Procurement, and Workplace business leaders
  • Understand business objectives and develop customer roadmap
  • Engage senior business leaders on best practice and explain the implications of functional decisions on the KPIs that matter to a HR leader such as Employee Satisfaction, New Hire Time to Value, Reduction in Case Volume, Etc.
  • Define, baseline, and realize customer business value utilizing customer and benchmark data
  • Define and execute winning delivery models with our partners and build relationships with the ecosystem
  • Develop implementation strategies and readiness process to accelerate time to value
  • Establish customer strategic, portfolio, technical and service delivery governance models
  • Advocate/champion ServiceNow’s best practices
  • Contribute thought leadership on HR and link that to how advisory, expert services, and Co-Delivery can be optimized
  • Deliver against our KPIs for the team such as NPS, improving adoption of products, business value realization and renewal of CS accounts

Qualifications

  • BA/BS or equivalent
  • 10+ years of experience in customer-facing leadership role assisting customers with HR, Employee Workplace transformations
  • Proven track record of success at F50-500 accounts and building executive relationships
  • Understanding of operating models, issues and imperatives driving digital transformation in HR, Legal, Procurement and other functions
  • Ideally ServiceNow Employee Workflow certified. If not, experience and knowledge of ServiceNow’s Employee Service Management toolset or equivalent leading SaaS offerings such as Workday
  • Industry experience in key verticals of Telco, FinServe, Healthcare are a plus
  • Fanatical about customer success and tenacious at driving long-term customer value
  • Highly data-driven with commitment to drive customer engagement towards business outcome and value realization
  • Track record of expanding offerings with clients
  • Experience owning outcomes/accountability to a CxO position
  • Excellent verbal and written communication skills, including the ability to chair sessions and host webinars.
  • Must be able to travel up to 25% annually

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.

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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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • ReactLibraries
    • Node.jsFrameworks
    • MariaDBDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • PostgreSQLDatabases

Location

4400 Carillon Point, Floor 4, Kirkland, WA 98033

An Insider's view of ServiceNow

How would you describe the company’s work-life balance?

I am a working mom, and I appreciate the privilege of being able to work from home when I need to adjust my hours. I could be offline for two hours in the middle of the day because there's a school event for my kids. To be able to do so without the pressure of, "Oh my goodness! Now it's going to make me look bad," I don't take that for granted.

Kurdin

Manager, Strategy & Operations

What does your typical day look like?

I work in global cloud services and constantly collaborate with people–every day is different. I could be working on product design, collaborating with folks in other organizations, driving decisions, assessing technology, and talking with customers.

Bill

Distinguished Systems Architect

What does career growth look like on your team?

Since joining ServiceNow, I've built out my leadership team, and 60% are women. My goal for my team is to create opportunities and a platform to showcase the incredible impact that they're having on the business, whether that's having them lead a critical initiative with cross-functional visibility or present during a C-suite meeting.

Vanessa

President, ServiceNow.org

How do your team's ideas influence the company's direction?

In this expanding hybrid world, people conduct millions of transactions on a regular basis, creating more data and processes to manage. So, continuing to offer new solutions, while scaling to the expectations of the modern world, is a challenge we are excited to take on. We are driving new levels of productivity, automation, and innovation.

Pat

Chief Technology Officer

What are some things you learned at the company?

Sometimes, we feel a little self-conscious. We may feel intimated or too shy to share our points of view. But in order to make an impact, we need to be able to trust our voice.

Ying

Director, Product Design

What are ServiceNow Perks + Benefits

ServiceNow Benefits Overview

We make work better for people—including our own. From work environments that help us do our best work, to benefits and a culture that encourage employees to stay healthy, happy, engaged, and growing, we keep our people at the center of everything we do.

Culture
Volunteer in local community
Open door policy
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Financial & Retirement
401(K)
401(K) matching
Company equity
Employee stock purchase plan
Performance bonus
Charitable contribution matching
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Company-sponsored happy hours
Onsite office parking
Onsite gym
Professional Development Benefits
Tuition reimbursement
Lunch and learns
Promote from within
Mentorship program
Online course subscriptions available

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