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Sr. Principal Success Architect

| Chicago | Hybrid
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Description

 

The Company

Work matters. It’s where we spend a third of our lives. And the workplace of the future is going to be a great place. We’re dedicated to bringing that to life for people everywhere. That’s why we put people at the heart of everything we do.

People matter. Our people have a passion for learning, building, and innovating. Whether you’re an engineer, a sales professional, a finance professional, or anything in-between, our roles aim to provide each person with meaningful impact and plenty of space to grow.

The Team

The Customer Outcomes team at ServiceNow works with customers to help them achieve their business outcomes by providing customer success services and expert services. The team’s purpose is to accelerate customers’ adoption of the ServiceNow platform, enabling customers to realize value faster, reduce costs and reduce risks.

The Role

The Customer Outcomes Success Architect will be responsible for developing and maintaining C-level executive relationships and relationship management across 2-3 clients. The over-riding objective for the Success Architect will be to drive Customer Outcomes at these managed clients leading to client’s product adoption, renewals, and expansion of ServiceNow offerings with the clients.

An ideal candidate will have a achieved a senior level position and successful track record in management consulting, (professional services firms), focused on technology and organizational transformation.  They will have demonstrated the ability to become a trusted advisor to C-level client leaders and facilitate customer success from strategic planning functions including business value identification, road mapping, as well as advising and defining successful execution strategies including governance frameworks and managing large enterprise programs.

What you get to do in this role:

  • Serving as the Success Architect for 2-3 target clients, be accountable for accelerating platform adoption and driving business outcomes for assigned clients.
  • Developing strong executive relationships with the CIO, CFO, CHRO and business leaders within each of the 2-3 clients to understand the client’s vision and how ServiceNow plays in their digital transformation journey. By;
    • Understand business objectives and develop customer roadmaps to fully realize value from ServiceNow
    • Business value definition/realization/ benchmarks
  • Together with the ServiceNow client team, define and execute winning co-delivery models to achieve successful projects/programs.
    • Develop relationships with ecosystem partners at the client level to identify opportunities to co-sell and co-deliver within the client.
    • Work with SN teams as well as ecosystem partners to develop implementation strategies and readiness process to accelerate time to value
    • Work with clients and SN teams to establish delivery operating model governance to ensure successful go-lives and end-user adoption
    • Maintain client-level relationships with strategic partners serving the targeted clients to ensure ServiceNow has a clear value proposition within the client
  • Participate in client delivery governance (including Steering Committees with participation from client business and technology leaders across their enterprise) representing the ServiceNow platform.
  • Advocate/champion ServiceNow’s advisory and expert services best practices and industry use cases with clients.
  • Contribute thought leadership (methodology and white papers) on how Advisory, Expert Services, and Co-Delivery can optimize to achieve customer outcomes.
  • Deliver high customer sat metrics for the assigned clients.

In order to be successful in this role, we need someone who has:

  • Consulting Experience: Management Consulting Experience, (Big 4, Strategy Firm)
    • 7-10+ years’ experience in management consulting leadership roles at a top-tier consulting company focused on technology (Digital/SaaS/Enterprise Software) enabled transformations
    • Demonstrable career progression to the level of Senior Manager/Director
    • Proven track record of success at F500 clients
  • Transformation Experience
    • An understanding of the issues and imperatives driving digital transformation across industry.
    • Depth in digital transformation strategy, design, planning, and implementation within F500 global organizations
    • Financial business acumen and experience guiding the establishment of business outcomes and metrics for digital transformation programs
    • Deep expertise in one Industry, “minors” in one or two additional industries.
    • Middle and Back Office functional experience
    • IT, HR, and GBS Transformation experience (Business Case, Road mapping, Program Definition, Planning and Governance)
  • Relationship / Key Client Management Experience
    • Strong executive relationships with CIO, CFO, CHRO and business line leaders.
    • Experience identifying business objectives and solving business challenges,
    • Experience serving as part of a key client leadership team
    • Track record of expanding offerings with client
    • Successful experience integrating with other client functions (Sales, Solution Consultants, Product Line, Services) in developing and implementing client strategies and Customer Outcomes plans
    • Experience developing client partnering (co-delivery) relationships with large consultancies and technology implementation firms, Big 4, GSIs,
  • Program Management
    • 5+ years large program experience (multi-tracked, OCM)
    • Experience with owning outcomes/accountability to a CxO position
    • Co-delivery experience with Big 4, large SIs
    • Experience with SDLC methodologies including Agile, SAFe, DevOps. 
  • SN Platform Experience
    • Ideal: knowledge of ServiceNow and experience with multiple product suites, e.g. IT + HR/CSM/FIN.
    • Minimal: knowledge of ServiceNow
  • Cloud Application Technology Experience
    • Familiar with enterprise technology architecture to frame business workflow solutioning and success across multiple platforms
    • Knowledge of at least one major cloud application is a must (SFDC, WKDAY, Success Factors, Oracle)
    • Experience with disruptive technologies, e.g. AI, ML, NLP, etc. is a plus
  • Can travel at least 75%

Required Competencies:

  • Business Process Design and Improvement
  • Consultative Perspective
  • Financial Acumen
  • Manages Change
  • Manages Complexity
  • Manages Conflict
  • Organizational Savvy
  • Project Management / Leadership
  • Strategic Mindset
  • Technical Development 

 

 

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, or veteran status. If you are an individual with a disability and 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 (408) 501-8550, or [email protected] for assistance.

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Technology we use

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

Location

176 N Racine Ave, Chicago, IL 60607

An Insider's view of ServiceNow

What’s the vibe like in the office?

The culture at this company is to take people's uniqueness, their superpowers — who they are at their core — and figure out how to raise them up for their benefit and the company's benefit.

Christine

Vice President of AMS Solution Consulting

What does your typical day look like?

If I could clarify one thing about being an engineer, we're a lot more collaborative than people think. Engineers can be seen as always sitting by themselves in front of a computer in a dark room and code just streaming down it. However, we work closely with project managers and designers to create the best product for customers.

Viviana

Senior Machine Learning Engineer

How does the company support your career growth?

My experience with Launchpad was humbling and eye-opening. I connected with many other early career individuals and discussed imposter syndrome. Being able to voice that and not feel alone in that feeling, I was like, "Wow. I don't have to know everything." There's still room for me to grow, and there's grace there.

Alexander

Diversity and Inclusion Analyst

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 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

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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