The Customer Outcomes team at the company works with customers to help them achieve their business outcomes by providing prescriptive guidance. As part of this diverse team, you will work with our customers to drive consumption, adoption, and customer satisfaction and ultimately help them grow their business on the company platform by realizing the value of their investment.
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The company is currently seeking a Principal Workflow Architect with a focus in more than one product domain (primarily ITSM and ITOM, but ITAM and SPM are also considered) to be responsible for the successful delivery of the company's solutions and services in a client consulting environment. As a key member of the overall implementation project team, you will deliver thought leadership with deep subject matter expertise related to the company's product capabilities and complementary technologies.
You will:
- Participate in workshops with customers to assess current processes and establish future-state processes.
- Design and deliver company solutions with a technical architecture that ensures long-term success while adhering to company technical standards and best practices.
- Advise customers on how to leverage the company Platform capabilities to enhance their business processes.
- Guide customers in completing necessary documentation, such as business requirement workbooks for the technical aspects of the solution.
- Provide feedback to product development to enhance the product based on insights gained from customer interactions.
- Maintain skills/certifications according to team needs.
- Lead all technical aspects of project and solution delivery.
- Mentor field resources in implementation methodology, configuration, and best practices.
- Serve in a customer-facing role, which may require some travel across the Middle East region.
To be successful in this role you have:
- Experience in leveraging or critically thinking about integrating AI into work processes, including the use of AI-powered tools, workflow automation, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry.
- 5+ years of experience in a professional services organization, or equivalent education/experience.
- Proven ability to influence and consult, providing options with pros, cons, and risks in a customer context, while offering thought leadership to stakeholders in solving business processes and architectural guidance.
- IT domain expertise related to the company's products.
- A track record of successfully driving complex issues through analysis and resolution.
- Experience in collaborative work environments.
- Relevant company certifications.
- Proficiency with Web Technologies (e.g., JavaScript, Web Services, XML) and experience in a SaaS environment.
- Strong communication and presentation skills.
- Excellent interpersonal skills with a customer-centric attitude and experience collaborating with a diverse team.
