Principal Solution Architect, ITSM

Description

The role is a functional and technical expert who advises customers on implementing the company Technology Workflow solutions using leading practices, with the aim of speeding up and improving customer business results.

The person focuses on the most relevant customer problems, supports sales cycles, works directly with customers and partners, and presses the company internal teams such as Product Management, Customer & Partner Excellence, and Training & Certification to act on customer needs.

The principal solution architect brings architecture guidance, technology industry business knowledge, deep product expertise, innovation, and reusable knowledge to customers and partners.

Responsibilities

• Help with pre-sales work: give sales presentations, lead solutioning, scoping discussions and workshops, and estimate implementation effort alongside services and sales account executives, solution sales staff, and partner sales organizations.
• Serve as a lead on engagement project teams that deliver strong customer outcomes, with focus on how Workflow applications connect to the customer's technology landscape, while advising the customer on governance best practices.
• Talk with senior leaders and CXOs about their implementation roadmap and change management for Workflow applications.
• Design Technology Workflow solutions for common customer use cases and publish them to solution consultants, the customer community, and others for wider use.
• Build productive relationships with Workflow product owners and stakeholders to raise awareness of Workflow solution capabilities and roadmaps.
• Lead office hours, formal presentations, webinars, and other learning sessions for field delivery teams (advisory, delivery, go-to-market) to show customer use cases and wins.
• Drive ongoing improvement of delivery and engagement materials with the Customer & Partner Excellence team.
• Coach and mentor members of the company delivery team and partner ecosystem.
• Travel up to 50% of the year, based on customer needs and internal meetings.

Requirements

• At least 8 years of consulting and/or configuration experience implementing complex, advanced technologies, including integrations and portals.
• At least 5 years of consulting and/or configuration experience implementing the company Technology Workflow solution suite.
• Wide, varied experience across leading technology software platforms.
• Proven ability to influence and advise senior leaders by identifying needs and presenting options with pros, cons, and risks, and to offer thought leadership to sponsors and stakeholders on business process and technical problems.
• A customer-first attitude: you go beyond what is expected and remove obstacles to customer success.
• You work well with both technical and non-technical customers, gather relevant technical and business requirements, analyze information, and design complete solutions.
• You can create visually strong, professional conceptual design documents for audiences with varied business and technical knowledge.
• Experience running solution presentations and gaining customer agreement on a design.
• Skill in building trust and engaging both remote and in-person audiences.
• Strong skill at explaining complex business and technical ideas with visuals and models, and at designing detailed wireframes, workflows, and diagrams.
• A drive to keep learning new technologies and features, and to take on projects that stretch what current technologies can do.
• The company certifications: Certified System Administrator, required or to be earned within the first 60 days.
• The company certifications: at least 2 relevant Certified Implementation Specialist certifications (ITSM, ITOM).
• Desired, not required: Certified Technical Architect, to be earned within the first 365 days if not already held.

Conditions

Work persona (flexible, remote, or required in office) is assigned based on the nature of the work and the work location.

The company may use a third-party service to measure the distance between your main residence and the nearest the company office when checking persona eligibility.

The company is an equal opportunity employer.