Senior Specialist - Architecture

This role focuses on creating and delivering content that highlights product adoption sequencing and capabilities proven to drive customer value. The successful candidate will develop and publish content on platforms such as Community and YouTube, as well as create product training materials tailored for ServiceNow Impact teams. These materials will include introductory product overviews, common use cases, and detailed explanations of agentic capabilities. Additionally, the role involves delivering live and recorded training sessions across multiple geographic regions to ensure comprehensive team enablement.

Key responsibilities include engaging directly with customers to conduct architecture reviews, capability assessments, and advisory sessions aimed at increasing product adoption specifically for Legal, HR, and Source-to-Pay (S2P) products. The candidate will collaborate closely with core account Impact teams, Customer Success Managers (CSMs), and Customer Service Engineers (CSEs) to share adoption content and training materials with customers exhibiting low adoption or undeployed solutions. They will also liaise with solution sellers and Impact team members to gather renewal risk assessments for customers renewing within the next four quarters.

Program management is a critical aspect of this role, encompassing cross-team initiatives such as value metrics tracking, customer-focused program journeys, adoption monitoring, and downsell risk management. The candidate will ensure compliance with reporting standards by updating SSFs and tasks weekly within all plays and Vanguard cases. They will triage Change Request Incident Reports (CRIR) and risk signals to identify when Product Experience (PEx) engagement is necessary and communicate findings to the team manager for prioritization.

The role also requires reviewing and enhancing NowCreate content by deploying products, creating templates, publishing to the Best Practice Center, and maintaining content quality by removing outdated or broken links. Creating customer story slides in collaboration with Outbound Product Management for publication on the Sales Success Center is another key responsibility.

Key Responsibilities

- Develop and publish product adoption and capability content on Community and YouTube channels.
- Create comprehensive product training materials for ServiceNow Impact teams, including 101-level overviews and use case explanations.
- Deliver live and recorded training sessions across geographic regions.
- Conduct architecture and capability reviews, and provide advisory sessions to drive adoption of Legal, HR, and S2P products.
- Engage with core account Impact teams, CSMs, and CSEs to share adoption content with low adoption or undeployed customers.
- Collaborate with solution sellers and Impact teams to obtain renewal risk assessments for upcoming renewals.
- Manage cross-team programs focused on value metrics, customer journeys, adoption tracking, and risk management.
- Monitor and ensure compliance with reporting standards, updating SSFs and tasks weekly.
- Triage CRIR requests and risk signals, escalating as needed for PEx engagement.
- Review, improve, and maintain NowCreate content and publish customer success stories with Product Management.

Required Qualifications

- 8-12 years of experience in customer-facing roles such as Solution Architect, Technical/Process Consultant, or Customer Success Manager.
- Minimum 5 years managing executive business stakeholders within customer organizations.
- At least 2 years of technical experience with the ServiceNow platform in roles such as developer, solution architect, or technical consultant.
- Strong skills in ServiceNow Custom Application Development and functional consulting in Source-to-Pay processes.

Preferred Qualifications

- Knowledge of ServiceNow platform features including Playbooks, Process Automation Designer, and Integration Hub.
- Familiarity with ServiceNow integration tools and capabilities.
- Experience working with Procurement and/or Supply Chain processes or technology.
- Hands-on experience implementing ServiceNow Source-to-Pay Operations products.
- Data-driven mindset with experience in value consulting and realization.
- Passionate about customer success, with a tenacious approach to advising, coaching, and mentoring customers on technology and procurement/supply chain disciplines.

This position offers the opportunity to work at the intersection of technology and business process improvement, helping customers maximize the value of their ServiceNow investments while driving adoption and operational excellence.