Presales - Sr Enterprise Architect / Field CTO for Commercial Business

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.

Role Summary

ServiceNow is seeking an Enterprise Architect to join our team. The Enterprise Architecture Team is part of our pre-sales organization focused on building credibility and trust with the technical and business leaders in our largest customers by developing cross-functional strategies and solutions. The Enterprise Architect role is focused on bringing business acumen, technical expertise, real-world experience, strong executive engagement skills and an inspirational mindset to help our customers in the Commercial vertical industries to standardize on ServiceNow as the AI platform for business transformation. You will act as a business and technical leader for our customers in constructing the most complex solutions, designed to ensure that they can realize the value they need. Your primary responsibility will be to create and communicate high-level architectures and strategies leveraging best practices and industry standards resulting in customer trust and best in class solutions. You will work alongside customers, partners, and other account team roles to ensure the strategic, business, and technical integrity of proposed ServiceNow solutions, providing architectural guidance and support throughout customer engagements.

Key Responsibilities

· Engage and Collaborate: Partner with customer executives, internal colleagues, and strategic partners to uncover pain points and demonstrate the transformative potential of the ServiceNow platform. Translate insights into scalable, secure, and resilient solutions that address real business challenges.

· Lead and Design: Drive enterprise architecture and design engagements that align ServiceNow capabilities with strategic customer initiatives such as IT Transformation, Digital Products and Services, and Agentic AI. Showcase how ServiceNow delivers measurable value across these domains.

· Build Vision and Present: Shape and communicate a compelling vision that connects customers’ business strategies with the ServiceNow enterprise AI platform. Help unlock value across their current and future technology landscapes.

· Customer Advisory Deliverables: Articulate the value of ServiceNow solutions by conducting workshops to create customer deliverables that prescribe advise on topics like strategy and vision alignment, current and future state architecture, strategic roadmap, operating model and governance best practices, and industry reference architecture.

· Foster Strategic Communication and Innovation: Engage in meaningful dialogue using the language and frameworks of customer Enterprise Architects, Technical Architects, and Domain Architects. Position ServiceNow as a natural fit within their architectural ecosystem.

· Win as a Team: Collaborate internally to ensure customer requirements are seamlessly integrated into sales proposals and product development efforts. Act as a bridge between customer needs and ServiceNow’s go-to-market and product strategies.

· Lead Thought Leadership and Community Engagement: Represent ServiceNow in panels, conferences, and community forums. Share best practices, reference architectures, and industry assets to elevate the brand and inspire innovation.

 To be successful in this role you have:

Experience and Certifications

• 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.

• 15+ years of IT experience, including 10+ years of success influencing senior technology leaders in pre-sales, customer, or delivery-focused roles

• 5+ years of experience working with or implementing ServiceNow solutions

• Experience with Enterprise Architecture or Application Architecture pre-sales in a software vendor or professional services environment

• Current ServiceNow Certified System Administrator (CSA) certification

Architecture Expertise

• Expertise designing, implementing, and managing advanced architectures in an application domain

• Experience integrating multiple systems or platforms

• Familiarity with Enterprise and Industry Architecture frameworks (TOGAF, Zachman, IT4IT, BIAN, TMForum)

• Excellent understanding of architectural principles for cloud-based platforms (SaaS, PaaS, multi-tenancy, automation)

• Experience and understanding of multiple technical domains: application, data, DevOps, AI/ML, integration, big data, mobility, analytics

Technical Strategy and Innovation

• Experience integrating AI into workflows and decision-making processes

• Proficiency in designing and implementing scalable, secure, and robust IT solutions

• Up-to-date with emerging technology trends and developments

• Ability to prioritize work and make strategic bets on high-impact areas

·Communication and Stakeholder Engagement

• Excellent communication and executive engagement skills

• Ability to simplify complex concepts into compelling solution designs

• Passion for building business relationships and driving customer-centric proposals

Leadership and Team Development

• Proven ability to lead and mentor technical teams

• Fostering a culture of continuous improvement and technical excellence

Problem Solving and Strategic Thinking

• Strong problem-solving skills
• Ability to think strategically and align technology with business goals
• Travel, as required to travel is assumed and expected to be 50%

For positions in this location, we offer a base pay of $175000 - $220000, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. 

Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

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, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, 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 [email protected] 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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