Position Overview
The Security Cross functional Success Architect serves as a strategic advisor who helps enterprise customers get the most value from their ServiceNow investments. This role combines deep technical expertise across the ServiceNow platform and its product portfolio with consultative skills to guide organizations in optimizing and maturing their solutions. The Product Excellence (PEx) team uses deep product expertise to solve implementation and adoption challenges for customers. We work with product and cross-functional teams, sharing customer insights to drive innovation, scale, and product improvements.
Security Cross-Functional Success Architect – Armis , ServiceNow Security & Risk Products
Job Description – Key Responsibilities
1. Drive Customer Success & Adoption: Lead technical engagements across Armis and ServiceNow Security products, helping enterprise customers accelerate adoption, optimize implementations, and achieve measurable business outcomes.
2. Cross-Functional Technical Leadership: Collaborate with Product Management, Engineering, Sales, Professional Services, and Customer Success teams to resolve complex technical challenges and drive customer success.
3. Security Architecture & Integration: Provide architectural guidance on Armis integrations with ServiceNow SecOps, CMDB, ITOM, Vulnerability Response, and OT Security to deliver unified asset visibility and risk management.
4. Strategic Customer Engagement: Act as a trusted technical advisor for strategic accounts, proactively identifying implementation risks, managing escalations, and improving security posture and operational resilience.
5. Scale Best Practices & Enablement: Develop reusable accelerators, technical playbooks, health checks, and enablement content to improve implementation quality, drive product adoption, and scale customer success across the security portfolio.
Key Responsibilities
- Provide strategic guidance on ServiceNow platform architecture and best practices across multiple product lines
- Deliver enablement and best practice guidance for ServiceNow solutions such as, Security Products, Integrated Risk Management,
- Assess customer implementations for performance, scalability, data quality, and upgrade readiness, and recommend improvements
- Mentor technical teams and influence stakeholders on platform capabilities and optimization strategies
- Lead discovery sessions and develop solution roadmaps aligned with customer business objectives
- Serve as a trusted advisor to help customers achieve measurable business outcomes from their ServiceNow investment
- Bring customer insights back to product and engineering teams to inform the roadmap and product improvements
Required Qualifications Experience
- 8+ years of hands-on experience with the ServiceNow platform, with deep expertise in at least two product areas
- Proven track record designing and implementing enterprise-scale ServiceNow solutions
- Background in enterprise architecture, including authentication and identity systems, data modeling, REST/SOAP integrations, and security protocols
- Experience in professional services or consulting roles with demonstrated ability to influence technical strategy
Technical Expertise
- Product Knowledge: Deep knowledge of multiple ServiceNow product lines and how they share data and workflows across the platform
- Platform Foundations: Strong understanding of the Configuration Management Database (CMDB), Common Service Data Model (CSDM), and data governance
- Platform Skills: Advanced proficiency in ServiceNow configuration, JavaScript scripting, Flow Designer, Integration Hub, REST/SOAP integrations, and MID Server architecture
- Performance and Scale: Experience diagnosing platform performance issues, including integration throughput, scheduled jobs, and database behavior
- Strong understanding of enterprise workflows, governance frameworks, and compliance requirements
- ServiceNow Certified System Administrator (CSA) required
- ServiceNow Certified Application Developer (CAD) required
- ServiceNow Certified Implementation Specialist (CIS) in at least two product areas required
Preferred Qualifications
- ServiceNow Certified Technical Architect (CTA) or Certified Master Architect (CMA)
- Experience with Now Assist and generative AI capabilities on the ServiceNow platform
- Experience with AI/ML platforms (Azure AI, AWS SageMaker, Google Vertex AI) and understanding of AI model lifecycle management
- Experience with ServiceNow upgrade management and release compatibility testing
- Prior experience supporting NPI launches or beta programs for enterprise software
Consulting & Leadership Skills
- Exceptional ability to translate technical concepts into business value for executive and technical audiences
- Proven mentorship and knowledge transfer capabilities
- Strategic thinking with a customer-centric approach to solution design
- Excellent communication and stakeholder management skills
For positions in this location, we offer a base pay of $171,900 - $300,800, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.
Work Personas
We 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.
Equal Opportunity Employer
ServiceNow 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.
Accommodations
We 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 globaltalentss@servicenow.com for assistance.
Export Control Regulations
For 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.
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