Company Description
It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.
Join us to put AI to work for people.
Job Description
ServiceNow is seeking a Partner Technology Architect — Autonomous Workforce to drive partner growth across the AI-powered workflows that run the modern enterprise — IT service and operations management, employee experience, and strategic portfolio execution. This is a senior technical strategist role that combines deep technical expertise in ServiceNow ITSM, ITOM, HR Service Delivery (HRSD), and Strategic Portfolio Management (SPM) with business acumen, partner activation at scale, and the ability to translate complex service-operations and employee-experience requirements into commercially viable solutions. As a Practice-aligned Partner Technology Architect within the Autonomous Workforce Practice, you will be engaged where deep IT, operations, and employee workflow expertise is required — working alongside partner-aligned Partner Technology Architects and Partner Solution Engineers.
The Autonomous Workforce Practice sits at the core of ServiceNow’s platform — the workflows where AI agents, automation, and human teams operate together to run IT and serve employees at scale. This role helps partners move beyond traditional, ticket-driven service models to an AI-native operating model where work is detected, routed, and resolved autonomously, ensuring partners can confidently position, build, and deliver differentiated solutions that displace legacy platforms and drive measurable operational outcomes.
What You’ll Do
As a Partner Technology Architect — Autonomous Workforce, you will serve as the go-to IT, operations, and employee workflow expert across the partner ecosystem, driving technical excellence, competitive differentiation, and commercial success for autonomous-workforce partner solutions.
Autonomous Workforce Co-Innovation & Technology Strategy
- Co-create autonomous-operations architectures with partners, developing reference architectures for IT Service Management (ITSM), IT Operations Management (ITOM), HR Service Delivery (HRSD), Strategic Portfolio Management (SPM), and industry-specific operational workflows.
- Drive collaborative adoption of AI-enhanced capabilities including AI Agents for employee and IT self-service, autonomous incident resolution, predictive operations and AIOps analytics, and automated change and remediation.
- Build reusable co-innovation assets including solution templates, industry-specific accelerators, demo environments, and operational workflow blueprints.
- Provide specialized expertise in employee experience architectures, including Employee Center design, virtual agent configuration, and cross-workflow orchestration across IT, HR, and operations.
- Influence ITSM, ITOM, HRSD, and SPM product architecture and roadmap based on partner ecosystem needs; represent partner voice in internal Autonomous Workforce strategy forums.
Pipeline & Revenue Growth
- Lead technical workshops with partners and engage directly with CIO, VP of IT Operations, and CHRO stakeholders to co-design autonomous-workforce solutions.
- Execute strategic proofs of concept demonstrating incident and ticket reduction, deflection, operational cost reduction, and employee productivity acceleration.
- Guide partners on competitive positioning against legacy ITSM and ITOM platforms (BMC Helix, Atlassian Jira Service Management, Ivanti, Microsoft) and articulate ServiceNow’s AI-native, single-platform differentiation.
- Present ITSM, ITOM, HRSD, and SPM architecture and industry-specific operational strategies to executive audiences.
Partner Enablement & Ecosystem Scale
- Design and deliver comprehensive Autonomous Workforce architecture training programs, workshops, and executive briefings that build lasting partner capability.
- Mentor partner architects and pre-sales teams on ITSM, ITOM, HRSD, and SPM solution positioning, competitive differentiation, and industry-specific operational patterns.
- Assess partner technical capabilities across IT and employee workflows and identify gaps; develop practice-specific capability maturation plans and certification pathways.
- Represent ServiceNow Autonomous Workforce innovation at industry events and IT and HR transformation forums; contribute to thought leadership content.
Business Growth & Value Realization
- Collaborate with partner-aligned Partner Technology Architects on Autonomous Workforce joint business planning.
- Guide partners from concept to validated solution to scalable commercialization with clear monetization pathways.
- Connect operational architecture to measurable business outcomes (mean time to resolution, deflection rate, operational cost reduction, employee productivity).
Autonomous Workforce Market Intelligence & Competitive Strategy
- Maintain expert-level knowledge of the ITSM, ITOM, and employee-service landscape including BMC Helix, Atlassian Jira Service Management, Ivanti, Microsoft, Freshservice, and emerging platforms.
- Advise partners on coexistence and migration strategies for customers transitioning from legacy ITSM and ITOM platforms.
- Monitor industry-specific adoption patterns across IT and employee workflows and translate market intelligence into partner-relevant insights.
Qualifications
Required:
- 8+ years pre-sales, solution architecture, or technical consulting experience with proven success in ITSM, ITOM, employee experience, or enterprise service management solutions.
- 5+ years deep domain expertise in IT service management, IT operations, HR service delivery, or enterprise workflow automation platforms.
- Expert-level knowledge of service and operations architectures including incident, problem, and change management, CMDB/CSDM, event management and AIOps, knowledge management, and employee self-service.
- Demonstrated understanding of the competitive landscape including BMC, Atlassian, Ivanti, Microsoft, and emerging enterprise service management platforms.
- Deep expertise in IT or employee experience transformation for at least two industry verticals (e.g., Financial Services, Healthcare, Manufacturing, Telecommunications, Public Sector).
- Proven experience engaging with CIO, IT operations, and CHRO executives and articulating operational transformation strategies to diverse audiences.
- Experience working with partner ecosystems (GSIs, SIs, ISVs) and understanding partner business models and co-selling dynamics.
- Working knowledge of AI-enabled operations use cases including virtual agents, autonomous incident resolution, predictive analytics, AIOps, and automated remediation workflows.
- Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
Preferred & Standout Experience:
- Experience with ServiceNow IT Service Management, IT Operations Management, HR Service Delivery, and/or Strategic Portfolio Management.
- ServiceNow certifications (e.g., CIS-ITSM, CIS-Discovery, CIS-Event Management, CIS-HR, CSA) or equivalent platform certifications.
- Experience with competitive platforms (BMC Helix, Jira Service Management, Ivanti) enabling credible competitive positioning.
- Background in IT operations strategy consulting, service management transformation, or employee experience design.
- Industry experience in Financial Services, Healthcare, Manufacturing, Telecommunications, or Public Sector.
What This Role Does Not Do:
- Perform platform configuration, development, or solution delivery.
- Own commercial contracts, pricing, or financial program management.
- Replace partner-aligned Partner Technology Architects for holistic partner strategy (works in partnership as a domain specialist).
- Manage day-to-day partner relationships (coordinates with Partner Management).
- Own product management or roadmap decisions for ITSM, ITOM, HRSD, or SPM (provides field and partner input to product teams).
Travel for partner, customer, and organizational activities up to 25%.
Additional Information
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
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