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Salary: USD 171,900 - 300,800 / annual
ServiceNow is seeking a Security Cross-Functional Success Architect to serve as a strategic technical advisor for enterprise customers leveraging ServiceNow's security and risk management solutions. This role sits within the Product Excellence (PEx) team and combines deep platform expertise with consultative skills to help organizations optimize their ServiceNow investments and achieve measurable business outcomes.
Key Responsibilities:
- Lead technical engagements across Armis and ServiceNow Security products, driving customer adoption, implementation optimization, and business value realization
- Collaborate cross-functionally with Product Management, Engineering, Sales, Professional Services, and Customer Success to resolve complex technical challenges
- Provide architectural guidance on integrating Armis with ServiceNow SecOps, CMDB, ITOM, Vulnerability Response, and OT Security for unified asset visibility and risk management
- Act as a trusted technical advisor for strategic accounts, proactively identifying implementation risks, managing escalations, and improving security posture
- Develop reusable accelerators, technical playbooks, health checks, and enablement content to scale customer success across the security portfolio
- Assess customer implementations for performance, scalability, data quality, and upgrade readiness
- Mentor technical teams and influence stakeholders on platform capabilities and optimization strategies
- Lead discovery sessions and develop solution roadmaps aligned with customer business objectives
- Bring customer insights back to product and engineering teams to inform roadmap and product improvements
This is a hybrid role based in San Diego with flexibility depending on work persona eligibility.
Requirements:
- 8+ years of hands-on experience with the ServiceNow platform, with deep expertise in at least two product areas
- Proven track record designing and implementing enterprise-scale ServiceNow solutions
- Background in enterprise architecture, including authentication and identity systems, data modeling, REST/SOAP integrations, and security protocols
- Experience in professional services or consulting roles with demonstrated ability to influence technical strategy
- Deep knowledge of multiple ServiceNow product lines and cross-platform data/workflow sharing
- Strong understanding of Configuration Management Database (CMDB), Common Service Data Model (CSDM), and data governance
- Advanced proficiency in ServiceNow configuration, JavaScript scripting, Flow Designer, Integration Hub, REST/SOAP integrations, and MID Server architecture
- Experience diagnosing platform performance issues including integration throughput, scheduled jobs, and database behavior
- Strong understanding of enterprise workflows, governance frameworks, and compliance requirements
- ServiceNow Certified System Administrator (CSA) — required
- ServiceNow Certified Application Developer (CAD) — required
- ServiceNow Certified Implementation Specialist (CIS) in at least two product areas — required
- Exceptional ability to translate technical concepts into business value for executive and technical audiences
- Proven mentorship and knowledge transfer capabilities
- Strategic thinking with customer-centric approach to solution design
- Excellent communication and stakeholder management skills
Preferred Qualifications:
- ServiceNow Certified Technical Architect (CTA) or Certified Master Architect (CMA)
- Experience with Now Assist and generative AI capabilities on the ServiceNow platform
- Experience with AI/ML platforms (Azure AI, AWS SageMaker, Google Vertex AI) and understanding of AI model lifecycle management
- Experience with ServiceNow upgrade management and release compatibility testing
- Prior experience supporting NPI launches or beta programs for enterprise software
