{"id":2658107,"url":"https://alion.io/job/servicenow-principal-solution-architect-itsm","title":"Principal Solution Architect, ITSM","company":{"id":97,"name":"ServiceNow","domain":"servicenow.com","url":"https://alion.io/company/servicenow","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":{"grade":"B","score":80,"open_postings":35,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":18,"computed_at":"2026-10-22T06:10:10Z"}},"role":"Solutions","role_family":"Solutions","seniority":"lead","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Dallas, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":135000,"max_usd":281000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":610},"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITSM","optional":false},{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-10-15T22:30:54Z","employer_posted_date":"2026-10-15","last_verified_at":"2026-10-22T06:33:21Z","board_verified":true,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":6},"description":"It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone-freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow- helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.\nJoin us to put AI to work for people.\nThis Principal Solution Architect is a functional and technical expert consulting with customers on implementing ServiceNow's Technology Workflow solutions based on leading practices - all with the goal of accelerating and driving customer business outcomes. The role requires the person to be laser-focused on solving for the most relevant customer challenges - providing support during sales cycles, on direct engagements with our Customers and Partners, and advocating for customer needs within ServiceNow (e.g., Product Management, Customer & Partner Excellence, Training & Certification).\nThe Principal Solution Architect will bring architectural guidance, business acumen in the technology industry, along with deep product expertise, innovation, and knowledge capital to our customers and partners\nWhat you get to do in this role:\nSupport pre-sales activities like conducting sales presentations, leading solutioning/scoping discussions/workshops, estimating implementation engagement efforts in partnership with Services Account Executives, Solution Sales Executives/Consultants, Sales Account Executives, and Partner Sales Organizations \nBe a lead member of an overall engagement project team focused on delivering successful and substantive customer outcomes, focused on inter-connectivity between Workflow applications and a Customer’s technology landscape, while informing customer on governance best practices \nInteracts with senior leadership or even CXO roles to support discussions related to their implementation roadmap and change management best practices for implementing applications within a Workflow \nDesign solutions using Technology Workflow solutions for common customer use cases, publishing those use cases (to Solution Consultant, Customer Community, etc.) for broader consumption \nEstablish mutually beneficial relationships with a Workflow’s product owners and stakeholders, to promote awareness of Workflow Solutions capabilities and roadmaps \nLead office hours, formal presentations, webinars and other learning events tailored to field delivery stakeholders (advisory, delivery, GTM, etc.) to showcase customer use cases and successes \nPromotes continuous improvement practices for delivery/engagement materials in partnership with related Customer & Partner Excellence Team \nEnable and mentor other members of the ServiceNow delivery team and partner ecosystem \nUp to 50% travel annually, driven by customer needs and internal meetings \nTo be successful in this role, we need someone who has:\nAt least 8 years of consultation and/or configuration experience related to implementing complex, highly-capable technologies; including integrations and portals \nAt least 5 years of consultation and/or configuration experience related to implementing the ServiceNow Technology Workflow solution suite \nVast and varied experience across leading Technology software platforms \nDemonstrated ability to influence and consult senior leaders (identification of needs, providing options with pros, cons and risks), while also providing thought leadership to sponsors/stakeholders in solving business process and/or technical problems \nCustomer-centric mentality, willing to go the extra mile for the customer, and will break down all barriers to ensure customer success \nInteracts well with both technical and non-technical customers, attains relevant technical and business requirements, analyzes information, and designs comprehensive solutions \nCapable of developing visually rich and professional conceptual design documents targeted to varying audiences of business and technical aptitude \nExperience conducting solutions presentations and obtaining customer acceptance to solution design \nStrong capabilities in forging trust, engaging a remote or in-person audience \nStrong aptitude toward communicating complex business and technical concepts using visualization and modeling aids. Ability to conceptualize and design sophisticated wireframes, workflows, and diagrams \nA passion to continually study new technologies and functionality, as well as be involved in projects that push the capabilities of existing technologies \nServiceNow Certifications: Certified System Administrator (required or must be achieved within the first 60 days) \nAt least 2 relevant Certified Implementation Specialist certifications (ITSM, ITOM) \n\nDesired ServiceNow Certifications: Certified Technical Architect (required or must be achieved within the first 365 days) \n\n Work Personas\nWe approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.\nEqual Opportunity Employer\nServiceNow is an equal 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, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.\nAccommodations\nWe strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact  for assistance.\nExport Control Regulations\nFor positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.\nFrom Fortune. ©2026 Fortune Media IP Limited. All rights reserved. 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