Sr Platform Architect

Servicenow; Wien; On-site; EUR 70,000 - 90,000; Full time

Job summary

Servicenow is seeking a Platform Architect who will be part of the Customer Outcomes team, focused on enhancing customer outcomes through technical advisory roles. This role requires guiding customers in utilizing ServiceNow to achieve their digital transformation goals.

The ideal candidate will have experience integrating AI into workflows, a strong grasp of SaaS service management, and excellent communication skills to relay complex information effectively. The position includes travel up to 50% and offers a flexible working environment.

Qualifications

• Experience in leveraging AI in work processes and decision-making.
• Industry expertise in SaaS and Service Management.
• Ability to communicate complex information clearly.

Responsibilities

• Guide customers on digital transformation using ServiceNow.
• Manage technical governance and architectural design.
• Support the sales effort with engagement scoping.

Skills

Experience with AI integration

Understanding of Autonomous Workforce

Industry domain expertise in SaaS

Designing Service Management

Data Governance

Education

Multiple years in professional services

Job description

Job Description

You will be part of the Customer Outcomes team. Our purpose is to accelerate platform adoption and improve customer outcomes. We do this through a portfolio of services, delivered by outstanding consultants, using our ecosystem of partners, our leading practices, methodologies and tools based on our experiences from 1000's of customer engagements.

What you get to do in this role:

The Platform Architect is a technical advisory role, responsible for helping our customers establish a technical foundation in the ServiceNow Platform and design solutions that improve outcomes. The Platform Architect ensures customers use leading practices around instance strategy, technical governance, core data, integrations and the technical health of the platform. This is a consultative role focused on guiding ServiceNow, partner, and customer employees on the engagement team to provide a solution on a technical architecture designed for long-term success.

• You will work with the customer across executive, platform owner, enterprise architects, and development teams during the selling, structuring and implementation of solutions.
• Be a technical expert across multiple engagements to guide customers, partners, and internal team members to provide successful customer solutions.
• Provide a variety of knowledge across multiple workflows.
• Develop relationships with technical and business leaders at the customer site to understand the role of ServiceNow in their digital transformation vision.
• Translate goals to outcomes into a customer roadmap.
• Translate business information and technical requirements into an architectural blueprint to achieve complex goals.
• Engage with the customer's Enterprise Architects to position ServiceNow as the digital transformation platform standard, integrated with the customer's core applications.
• Be an expert in managing technical governance and delivery operating models.
• Ensure instance health by working with the engagement team to reduce technical debt and align to ServiceNow leading practices.
• Support the sales effort by scoping and estimating the engagement and change orders.
• Be an active contributor of leading practices and expertise related to the ServiceNow platform. Maintain skills / certifications.
• Support the professional development of others through means of mentoring.

Qualifications

To be successful in this role you have:

• 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.
• Consulting on AI and Agentic AI in the SaaS platform/packaged software.
• Understanding of concepts like Autonomous Workforce and how this applies to Service Management.
• Industry domain expertise in SaaS.
• Designing and implementing Service Management (e.g. CRM, GBS, HR, ITSM, ERP, LowCode) in SaaS platforms/packaged software.
• Modelling Service Models and designing Service Catalogs.
• Consulting customers on Service Processes and Capabilities.
• Success driving complex issues through analysis and resolution.
• Ability to relay complex information to diverse set of audiences, both technical and non-technical.
• Large program experience leading architecture and design.
• Consulting on integrations and lifecycles of data across platforms.
• Driving Data Governance for the Service Management Capabilities.
• Multiple years progressive experience as part of a professional services organization; or equivalent education/experience.
• Ability to travel up to 50%.
• Right to work in the country you are applying to

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 [e-mail] 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.