Company Description
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
Job Description
The Customer Outcomes team at ServiceNow works with customers to help them achieve their business outcomes by providing prescriptive guidance. As part of this diverse team, you will work with our customers to drive consumption, adoption, and customer satisfaction and ultimately help our customers grow their business on the ServiceNow platform by getting them to see the value of their ServiceNow investment.

QUALIFICATIONS

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry.
• 5+ years of experience as part of a professional services organization; or equivalent education/experience
• Demonstrated ability to influence and consult (providing options with pros, cons and risks) in a customer environment, while providing thought leadership to customer sponsors/stakeholders in solving business process and/or providing architectural guidance
• IT domain expertise related to ServiceNow product
• Success driving complex issues through analysis and resolution
• Experience working collaboratively
• ServiceNow certifications in aligned area
• Experience with Web Technologies (e.g. JavaScript, Web Services, XML) and working in a SaaS environment.
• Excellent communication and presentation skills
• Excellent interpersonal skills, customer-centric attitude and experience working with diverse team
• Fluency in German and English is mandatory

Additional Information

The Principal Workflow Architect is a key member of the overall implementation project team and expected to deliver thought leadership with deep subject matter expertise related to ServiceNow product capabilities and complimentary technologies. You will:

• Participate in workshops with customers to assess current processes and establish future-state processes.
• Design and deliver ServiceNow solutions with a technical architecture designed for long-term success and following ServiceNow technical standards and leading practices.
• Advise customers on how to take advantage of the ServiceNow Platform capabilities to improve their business processes.
• Guide customers in completing required documentation such as business requirement workbooks for technical aspects of the solution.
• Provide feedback to product development to improve the product based on experiences gained with customers.
• Maintain skills / certifications depending on the teams need
• Lead all technical aspects of project delivery and solution delivery
• Mentor field resources in implementation methodology, configuration and best practices
• Customer facing role with some travel across Germany where require

WHAT YOU GET TO DO IN THIS ROLE:

ServiceNow is currently seeking a Principal Workflow Architect with a focus in more than one of product domains (primarily ITSM and ITOM, but ITAM, SPM are taken into consideration) to be responsible for the successful delivery of ServiceNow’s solutions and services in a client consulting environment.

The Principal Workflow Architect is a key member of the overall implementation project team and expected to deliver thought leadership with deep subject matter expertise related to ServiceNow product capabilities and complimentary technologies. You will:

• Participate in workshops with customers to assess current processes and establish future-state processes.
• Design and deliver ServiceNow solutions with a technical architecture designed for long-term success and following ServiceNow technical standards and leading practices.
• Advise customers on how to take advantage of the ServiceNow Platform capabilities to improve their business processes.
• Guide customers in completing required documentation such as business requirement workbooks for technical aspects of the solution.
• Provide feedback to product development to improve the product based on experiences gained with customers.
• Maintain skills / certifications depending on the teams need
• Lead all technical aspects of project delivery and solution delivery
• Mentor field resources in implementation methodology, configuration and best practices
• Customer facing role with some travel across Germany where required

Qualifications

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry.
• 5+ years of experience as part of a professional services organization; or equivalent education/experience
• Demonstrated ability to influence and consult (providing options with pros, cons and risks) in a customer environment, while providing thought leadership to customer sponsors/stakeholders in solving business process and/or providing architectural guidance
• IT domain expertise related to ServiceNow product
• Success driving complex issues through analysis and resolution
• Experience working collaboratively
• ServiceNow certifications in aligned area
• Experience with Web Technologies (e.g. JavaScript, Web Services, XML) and working in a SaaS environment.
• Excellent communication and presentation skills
• Excellent interpersonal skills, customer-centric attitude and experience working with diverse team
• Fluency in German and English is mandator