Partner Technology Architect – Autonomous Workforce

This is a fully remote position, open to applicants in Virginia.

📋 Description

• Collaborate in the development of autonomous-operations architectures and reference architectures alongside partners for ITSM, ITOM, HRSD, SPM, and specific industry workflows.

• Promote the usage of AI Agents, autonomous incident resolution, predictive operations, AIOps analytics, and automated change management and remediation.

• Create reusable solution templates, industry accelerators, demonstration environments, and operational workflow blueprints.

• Provide specialized knowledge in Employee Center design, virtual agent setup, and orchestration across workflows.

• Shape product architecture and roadmap in response to the requirements of the partner ecosystem.

• Facilitate technical workshops and engage with CIOs, VPs of IT Operations, and CHRO stakeholders.

• Implement strategic proofs of concept showcasing reductions in incidents and tickets, cost savings, and enhancements in employee productivity.

• Direct competitive positioning against traditional ITSM and ITOM platforms.

• Present architectural and operational strategies to executive-level audiences.

• Design and deliver training, workshops, and briefings on partner architecture for executives.

• Mentor partner architects and pre-sales teams.

• Evaluate partner capabilities, identify shortcomings, and create plans for capability maturation and certification pathways.

• Represent ServiceNow's innovations at industry events and transformation forums.

• Collaborate on joint business planning and guide solutions from conception to commercialization.

• Link operational architecture to quantifiable business outcomes.

• Maintain market intelligence for ITSM, ITOM, and employee service sectors.

• Provide guidance on coexistence and migration strategies from legacy systems.

⛳️ Requirements

• More than 8 years of experience in pre-sales, solution architecture, or technical consulting, with a track record of success in ITSM, ITOM, employee experience, or enterprise service management solutions.

• Over 5 years of in-depth expertise in IT service management, IT operations, HR service delivery, or platforms for enterprise workflow automation.

• Expert-level understanding of incident, problem, and change management, CMDB/CSDM, event management and AIOps, knowledge management, and employee self-service.

• Familiarity with BMC, Atlassian, Ivanti, Microsoft, and emerging enterprise service management platforms.

• Extensive expertise in transforming IT or employee experience across at least two industry verticals.

• Experience collaborating with CIOs, IT operations leaders, and CHRO executives.

• Experience working within partner ecosystems (GSIs, SIs, ISVs).

• Proficient knowledge of AI-enabled operations use cases, including virtual agents, autonomous incident resolution, predictive analytics, AIOps, and automated remediation workflows.

• Experience in integrating AI into work processes, decision-making, or problem-solving.

• Willingness to travel up to 25% of the time.

• Preferred experience with ServiceNow ITSM, ITOM, HRSD, and/or SPM.

• ServiceNow certifications or equivalent platform certifications are preferred.

• Familiarity with competitive platforms like BMC Helix, Jira Service Management, and Ivanti is preferred.

• Background in IT operations strategy consulting, service management transformation, or employee experience design is preferred.

• Industry experience in Financial Services, Healthcare, Manufacturing, Telecommunications, or the Public Sector is preferred.

🏝️ Benefits

• Equity (when applicable)

• Variable/incentive compensation

• Health plans

• Flexible spending accounts

• 401(k) Plan with company match

• Employee Stock Purchase Plan (ESPP)

• Matching donations

• Flexible time away plan

• Family leave programs