Principal Workflow Architect - Technology Workflows & Servicenow Platform

ServiceNow ServiceNow · Enterprise · Riyadh, Saudi Arabia · Customer Outcomes

This role focuses on consulting and advising senior stakeholders on how to leverage the ServiceNow platform, including its AI capabilities, to optimize operations. The Principal Workflow Architect will design end-to-end solutions, drive process improvements, and ensure alignment with business needs, with a strong emphasis on service management, customer service, and automation. The role requires experience in integrating AI into work processes and a deep understanding of the ServiceNow platform.

What you'd actually do

  1. Engage with senior VP+ stakeholders to understand their short term and long-term goals and challenges, providing expert advice both in pre-sales and delivery capability on how ServiceNow can optimize their operations.
  2. Design and architect end-to-end solutions using ServiceNow Industry products that align with business requirements and Industry best practices with strong focus on service management, customer service, automation and user experience, clearly defining the value of ServiceNow.
  3. Proactively analyze the current state and identify new options for improving ways of working to achieve / exceed business results.
  4. Work closely with IT, operations, and business stakeholders, product and other external and internal teams to ensure that solutions are aligned with business needs and are implemented effectively.
  5. Drive and develop plans for the adoption of Industry Best Practices across ServiceNow products at process, solution architecture and technical leadership in the configuration, customization and implementation of ServiceNow Technology Workflows & Platform solutions.

Skills

Required

  • Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
  • Proven experience as a Solution Architect or Principal-level Consultant in a fast-paced professional services environment with a strong understanding of IT Management business processes.
  • Familiarity with ServiceNow, especially in IT Service Management (ITSM), IT Operations Management (ITOM) and ServiceNow Platform technologies.
  • Excellent communication, presentation and problem-solving skills with the ability to think strategically and drive complex projects from concept to completion.
  • Excellent communication skills with the ability to engage and influence stakeholders at all levels.
  • Understanding of integration, data models, and process automation, with the ability to communicate technical concepts to non-technical audiences.
  • Experience with Web Technologies (e.g. JavaScript, Web Services, XML) and working in a SaaS environment.
  • Ability to deliver solutions that provide best in class user experience with a focus on ease of use, logical process flows, accessibility and productivity.
  • Experience in analyzing business processes, creating workflow diagrams, and documenting requirements in a clear and concise manner.
  • Fluency in Arabic and English is essential

What the JD emphasized

  • AI Experience
  • ServiceNow Technology Workflows & Platform