Principal Platform Architect

ServiceNow; Austin (TX); Hybrid; USD 120,000 - 160,000; Full time

Job summary

Join a leading tech firm as a Customer Outcomes Platform Architect, responsible for guiding clients in leveraging the ServiceNow platform for their digital transformation journeys. This advisory role focuses on establishing governance and technical foundations while fostering strong relationships with clients to drive successful outcomes. Ideal candidates need significant experience in management consulting and a strong understanding of cloud technologies.

Qualifications

• 3+ years of management consulting experience at a top-tier firm.
• 1-2 years of experience specifically with ServiceNow Platform.
• 3+ years in leading architecture in large programs.

Responsibilities

• Develop customer roadmaps aligning business objectives.
• Advise on technical governance and platform health.
• Guide customer and partner resources through implementation.

Skills

AI integration

Customer focus

Excellent presentation skills

Tools

Salesforce

Azure

Oracle Cloud

ServiceNow Platform

Job description

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.

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 Customer Outcomes Platform Architect is an advisory role, responsible for helping our customers establish a strong technical foundation in the ServiceNow Platform and design solutions that drive business outcomes. This entails establishing and supporting best practices around instance strategy, technical governance, core data, integrations, and the overall health of the platform. This is a highly consultative role that does not perform configuration on the platform, but instead guides both partner and customer resources to achieve their goals through leading practices.

This role interfaces with the customer across executive, platform owner, enterprise architects, and development teams during the selling, structuring, and implementation, and on-going operations related to ServiceNow solutions.

An ideal candidate will have experience working as an enterprise architect with a successful track record in management consulting, (professional services firms or cloud software company), focused on technology strategy, governance, data, and solution design. They will have demonstrated the ability to become a trusted advisor to senior executives and facilitate customer success from strategic or annual planning functions including business value identification, road mapping, as well as advising and defining successful execution strategies including governance frameworks and managing large enterprise programs.

What you get to do in this role:

• Developing strong relationships with the C-suite and business leaders to understand the client’s vision and how ServiceNow plays in their digital transformation journey. Translate business objectives to outcomes through the visual customer roadmap.
• Interact with customer architecture personnel (enterprise and solution) to:
  • Analyze and translate business information and technical requirements into an architectural blueprint that outlines solutions to achieve complex business objectives.
  • Position ServiceNow as the system of action to enable the integrated digital transformation roadmap.
  • Establish and advise on the technical governance related domains and associated processes.
• Drive solid platform health by reviewing and guiding the remediation of configurations and customizations that do not align with ServiceNow leading practices.
• Work with clients and ServiceNow teams to establish delivery operating model governance to ensure successful go-lives, end-user adoption, and ongoing support.
• Advocate/champion ServiceNow’s advisory leading practices and industry use cases with clients.
• Contribute thought leadership (methodology and white papers) on how advisory and co-delivery can optimize customer outcomes.
• Guide a customer down a prescriptive solution design and manage through the technical implementation decision points.
• Define solutions across the platform that align with delivered capabilities.

Qualifications

To be successful in this role, we need someone who has:

• 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 Experience
  • Management Consulting Experience preferred, (Big 4, Strategy Firm) or OEM software or Cloud company.
  • 3+ years of experience in management consulting leadership roles at a top-tier consulting company focused on technology (Digital/SaaS/Enterprise Software).
  • Experience with Fortune 500 or OEM Software or Cloud Company enterprise architecture.
  • Career progression in Technical or Architecture roles.
• Experience working with functional business leaders to:
  • Identify business objectives and develop outcome-focused roadmaps.
  • Guide large Consulting/SI organizations.
• Large Program Experience
  • 3+ years leading architecture and design in large programs.
• Enterprise or Solution Architect role and/or relevant experience.
• Cloud Application Technology Experience
  • Experience in implementation of one or more cloud-based systems such as Salesforce, Workday, AWS, Azure, or Oracle Cloud.
  • 1-2 years of ServiceNow Platform Experience is required.
  • Cloud platform experience desired.
  • Familiarity with Enterprise Platforms.
• Customer Focus, translating requirements to demonstrate value, results-driven, thriving in complexity, strategic mindset, software development background, excellent presentation and communication skills, and willingness to travel up to 50%.

Additional Information

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. Learn more here.

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.