Principal Platform Architect

ServiceNow; United States; Hybrid; USD 180,000 - 240,000; Full time

Job summary

ServiceNow is seeking a Customer Outcomes Principal Platform Architect to guide customers in establishing a robust technical foundation on the ServiceNow platform and design solutions that deliver measurable outcomes.

You will work with executive sponsors, platform owners, enterprise architects, and development teams across engagements, translating goals into architectures, and ensuring governance and health of the platform.

Qualifications

• Minimum 12+ years of progressive experience in a professional services setting or equivalent education/experience.
• Experience leading architecture programs and managing complex issues.
• Strong ability to translate business needs into architectural solutions.

Responsibilities

• Lead technical advisory engagements across executive to development teams on ServiceNow platform architecture.
• Guide customers, partners and internal teams to deliver outcomes and long-term platform health.
• Develop customer roadmaps and governance models aligned with leading practices.
• Support sales efforts by scoping engagements and change orders.

Skills

Leadership & mentorship

Enterprise architecture

SaaS domain expertise

Cloud application technology

Communication & stakeholder management

Program management

Education

Equivalent education/experience

Tools

ServiceNow Platform

AI integration tools

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 Principal 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 Principal 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.
• Manage technical governance, and an delivery operating model and governance.
• 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 on for .
• Support the professional development of others through means of mentoring., 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. 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.
• 12+ years progressive experience as part of a professional services organization; or equivalent education/experience
• Management consulting experience
• Success in driving complex issues through analysis and resolution
• Ability to relay complex information to diverse set of audiences, both technical and non-technical
• Industry domain expertise in SaaS
• Large program experience leading architecture and design
• Enterprise architecture experience
• Cloud application technology experience
• Right to work in the country you have applied to
• It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone-freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow- helping 85% of the Fortune 500 work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.