Principal Workflow Architect - Core Business Solutions (HRSD & AI)

Principal Workflow Architect, Core Business Solutions (HRSD & AI), a full-time regular role serving the EMEA region with a flexible or remote work persona.

This Principal Solution Architect, Core Business Transformation Solutions role is for a functional and technical expert who consults with customers on implementing ServiceNow Workflow solutions based on best practices, with the goal of accelerating and driving customer business outcomes. The solutions include HR Service Delivery, Legal Service Delivery, Workplace/Facility Service Delivery, Employee Service Management Solutions, and Finance & Supply Chain Solutions. The role focuses on solving relevant customer challenges by providing support during sales cycles, working directly with customers and partners, and advocating for customer needs within ServiceNow, including with Product Management, Customer & Partner Excellence, and Training & Certification.

Architects guide customers through their digital transformation journeys by leading solutioning and scoping discussions during pre-sales, where appropriate for the role and level, and driving the successful delivery of strategic, multi-workflow, term-based projects. They provide thought leadership, best practices and expert guidance to help customers achieve long-term value from the ServiceNow platform. They engage with senior stakeholders to align business objectives and technology solutions, help scale ServiceNow expertise across internal and external teams, establish strong governance frameworks, reduce technical debt, and enable scalable solutions that optimise platform strategy while maintaining agility and long-term sustainability.

Responsibilities include supporting pre-sales activities such as sales presentations, solutioning and scoping discussions and workshops, and estimating implementation engagement efforts in partnership with Services Account Executives, Solution Sales Executives and Consultants, and Sales Account Executives. The role is a lead member of engagement project teams delivering substantive customer outcomes, with a focus on interconnectivity between Workflow applications and customers’ technology landscapes, while advising customers on governance best practices.

The architect interacts with senior leadership and CXO roles on implementation roadmaps and change-management best practices for implementing applications within a Workflow. They design solutions for common customer use cases, publish those use cases for Solution Consultants and the Customer Community, establish relationships with Workflow product owners and stakeholders to promote awareness of solution capabilities and roadmaps, and lead office hours, formal presentations, webinars and other learning events for field delivery stakeholders across advisory, delivery and go-to-market teams. They promote continuous improvement of delivery and engagement materials with the Customer & Partner Excellence Team, and enable and mentor other members of the ServiceNow delivery team and partner ecosystem. The role involves up to 50% travel annually, driven by customer needs and internal meetings.

Candidates should have experience leveraging or critically thinking about integrating AI into work processes, decision-making or problem-solving, including using AI-powered tools, automating workflows, analysing AI-driven insights, or exploring AI’s potential impact on a function or industry. They should have several years’ consultation and/or configuration experience implementing complex technologies, including integrations and portals, and several years’ technical consulting and/or configuration experience implementing the ServiceNow platform.

The role requires deep experience leading HR, Legal, Workplace/Facility, and Finance/Supply Chain operations or technology department software solutions. Candidates should be able to influence and consult senior leaders by identifying needs and providing options, pros, cons and risks in these organisational contexts, while providing thought leadership to sponsors and stakeholders on business-process and technical problems. A customer-centric mentality, willingness to go the extra mile for customers, and ability to remove barriers to customer success are required.

Candidates should interact effectively with technical and non-technical customers, gather relevant technical and business requirements, analyse information and design comprehensive solutions. They should be capable of developing visually rich and professional conceptual design documents for audiences with varying levels of business and technical aptitude; conducting solution presentations and obtaining customer acceptance; forging trust and engaging remote or in-person audiences; communicating complex business and technical concepts through visualisation and modelling aids; and conceptualising and designing sophisticated wireframes, workflows and diagrams. A passion for continually studying new technologies and functionality and contributing to projects that extend existing technology capabilities is also required.

ServiceNow certifications required, or to be achieved within the first 60 days, are Certified System Administrator and Certified Implementation Specialist – Human Resources. Certified Technical Architect is a desired certification and is required, or must be achieved, within the first 120 days.