Senior Product Success Architect – Process Mining

Website ServiceNow

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we’re proud to be one of FORTUNE 100 Best Companies to Work For® and World’s Most Admired Companies™.

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Job Description


NowX, ServiceNow’s future product incubation team, is our organic growth engine. The team is responsible for identifying strategic new market opportunities, designing, and prototyping new product solutions closely with customer design partners and internal business unit stakeholders, and eventually bringing the product to the market. NowX operates lean and fast, with the goal of bringing two new products to market per year.

Product success architects are the tip of the spear with learning new technologies and evangelizing the product with customers and partners. Yes! You are responsible for making the whole ecosystem works like a well-oiled machine so our customers and partners can understand, adopt, and get value of our products.

Process Mining is an exciting and fast-growing space. Analysts say it is growing at an amazing double-digit CAGR of 33% into a multi-billion-dollar market. Considering that ServiceNow is the undisputed next generation digital workflow platform that customers use worldwide to optimize their internal and external engagement experiences, no doubt Process Mining is the best companion to make sure these processes run efficiently and performantly. That is really our ServiceNow Process Mining mission, make sure we help companies quickly identify inefficiencies across all their digitized business processes (in ServiceNow’s platform and outside too), so their business process execution offers the best experience possible. And we want to revolutionize the space by offering ways for business owners to find business process inefficiencies using cutting edge technology such as Gen-AI and Machine Learning, and at the same time offer an easy and intuitive to use product experience.


ServiceNow is seeking a driven Product Success Architect – Process Mining. The Product Success Architect-Process Mining will provide expertise to support customers to ensure customers adopt and maximize their value from their Servicenow investment. The Product Success Architect – Process mining will participate in the acquisition and retention of customers by leveraging their expertise. This is a hands Process mining Architect who can go wide and deep on the solution with regards to people, process and technology

Product Success Architects are critical technology experts who enable customers to adopt products, problem solve technical challenges and create best practices, implementation methodologies, and evangelize the solution to the ServiceNow ecosystem.

What you get to do in this role:  
• Participate in new product introductions and validate customers are implemented, and re-usable implementation readiness assets and methods exist.
• Build field solutions, tools, and integrations to help complete use cases to deliver value to customers at scale.
• Recruit and develop talent providing hands on guidance to the team.
• Using the voice of the customer, help guide strategic direction of the products (new feature/enhancements) and provide feedback to the business unit.
• Help shape operational priorities for Product and Customer Success leadership (e.g. identify early warning signs in account health and levers to improve).
• Collaborate with peers across the ServiceNow ecosystem to define and activate customer experiences and meet KPI’s.
• Create and influence cross functional organization with partnership for an enterprise level engagement model.
• Understand the technical and business impacts of customers to manage tradeoff and decision making while delivering value to customers.
• Create best practice and adoption content to help round the core product offering (i.e.: pre-created Process Mining projects for specific domains within the ServiceNow ecosystem such as ITSM, Customer and Employee workflows).
• Engage with customers C level to understand their strategic objectives and align with ServiceNow Process mining technical strategy.
• Assess our customer installed base IT landscape maturity for the region.
• Participate in pre-Sales and post-Sales phases, engaging with customer Architecture and security teams.
• Coach and guide Process Mining consulting teams and ecosystem partners on technical implementation related issues (architecture, integration, performance, and scalability).
• Creation of technical designs and presentations for internal and client stakeholders.

• 12+ years of experience in Implementations, customer facing product enablement, tech architecture, solution architecture.
• Deep curiosity about customer needs, along with building customer relationships and delivering high value solutions.
• Strong prioritization skills and the discipline to focus on high impact activities.
• Passion for engaging with an ecosystem that can help grow and scale a product.
• Strong technical skills and can roll up their sleeves to fix technical challenges if needed.
• Expert problem-solving skills and enjoys untangling complex problems.
• Knowledge and experience in the IT and Cloud domain preferred.
• Passion for customer success and is tenacious about advising, coaching, and mentoring customers on our technology to drive long-term value.
• Highly data-driven with commitment to drive customer engagement towards business outcome and value realization.
• Experience managing multiple customers engagements at once.
• Strong background in Data Architecture, Integrations patterns, and Development background in data related languages (SQL, Python…)
• Excellent written and verbal communication skills.
• Excellent presentation and creativity skills.
• Strong technical background with a focus on system integrations, data operations and automation capabilities.
• Strong understanding of cloud native architectures, SaaS solutions (ServiceNow, Salesforce, SAP, Dynamics CRM, etc..), cybersecurity posture fundamentals, API ecosystems and legacy on-premise enterprise architectures.
• MSc degree in Computer Science or equivalent in Information Technology related field.

Additional Information

ServiceNow is an Equal Employment 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.

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For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

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