Principal Product Architect - Telco at ServiceNow

Job Description

What you will do:

In this role, you will:

• Create a deep sense of empathy for the customer and genuine passion in helping them succeed.
• Collaborate closely with the ServiceNow R&D teams on new products in this space and escalated technical issues.
• Demonstrated ability to influence and consult (providing options with pros, cons, and risks) while providing technical thought leadership to sponsors/stakeholders in solving business process and/or technical problems.
• Experience in analyzing and recommending strategies based on business priorities.
• Solid experience in requirements gathering, including experience in creating process mapping documentation.
• Excellent communication skills (both written and verbal) with strong presentation and facilitation skills (proficiency in Miro, Word and PowerPoint.)
• Responsible for creating innovative solutions leveraging ServiceNow’s TMT Solutions
• Mentor field resources in implementation methodology, configuration, and best practices for TMT applications.
• Review & influence customer’s architecture, design processes and system integrations to the platform.
• Respond to customer questions relating to ServiceNow TMT Solutions.
• This role is pivotal in providing our growing customer base, with lessons learned, strategies, and advice to enhance real world security operations.
• Configure solution environments to address customer requirements and business issues.
• Collaborate with Product Management and Development team members to enhance ServiceNow products with new capabilities that address customer needs.
• Share best practices and known solutions with other internal teams, community, and customers to help promote faster time to value for customers. 
• Stay current on competitive analyses and understanding differentiators between ServiceNow and its competitors.

Qualifications

• 10+ years of experience in customer-facing implementation / delivery roles such as Solution Architect, Technical Consultant &/or former developer ideally from in professional services or consulting capacity
• 10+ years in the Customer Service technology industry space (such as Oracle Service Cloud, Salesforce Service Cloud or ServiceNow CSM) or Field Service Management technology (such as Salesforce Click or ServiceNow FSM)
• Deep domain knowledge in Telecommunications, Media & Technology industries including Deep experience and understanding of Telecom OSS domain and experience in TM Forum, MEF and other industry standards.
• Familiar with OSS/BSS domains especially in the areas of Service Assurance, Order Management and Customer Service.
• Ideally ServiceNow CSM & FSM certified, and TMT accredited.
• Ability to do ServiceNow deep architectural advisory work and configuration/coding.
• 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. 
• Excellent verbal and written communication skills, including the ability to chair sessions and host webinars. 
• Must be able to travel up to 25% annually, when applicable.