Principal Platform Architect

The Team 

The Customer Excellence Group (CEG) team at ServiceNow works with customers to help them achieve their business outcomes by providing Customer Success services. The teams purpose is to accelerate customers adoption of the ServiceNow platform enabling customers to realize value faster reduce costs and reduce risks. 

This role will be part of the System Integrator (SI) team serving top SI partners of ServiceNow.  

What you get to do in this role: 

The Platform Architect is a strategic technical leader responsible for designing and governing the implementation of scalable secure and high-performing solutions on the ServiceNow platform. This role works closely with business stakeholders technical teams and external partners to align platform capabilities with business objectives ensure architectural best practices and drive digital transformation initiatives. 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. You will work with the customer across executive platform owner enterprise architects and development teams during the selling structuring and implementation of solutions. 

Architecture & Design 

• Design end-to-end ServiceNow solutions across modules such as ITSM CMDB/CSDM ITOM HRSD SecOps SPM CSM and Creator Workflows 

• Define and maintain the platforms technical architecture roadmap in alignment with business goals and enterprise standards 

• Design Architectural standards focused on performance scalability and maintainability best practices 

• Lead technical governance and support Portfolio/Strategic governance design and implementation 

Stakeholder Engagement 

• Collaborate with business units product owners and developers to translate business needs into technical solutions 

• Provide architectural guidance and mentorship to developers and administrators 

• Present platform strategy and design decisions to stakeholders and leadership 

• Write and develop stories 

• Serve as a Business Relationship Manager (BRM) to procure requirements define solutions write requirements/stories and develop as part of a sprint team. 

Platform Leadership 

• Serve as the SME for the ServiceNow platform across integrations configurations and custom development 

• Evaluate and recommend new ServiceNow capabilities including AI agentic automation and LLM integrations 

• Ensure adherence to ServiceNow architecture guardrails and coding standards 

Innovation & Strategy 

• Contribute to platform innovation by identifying opportunities to improve user experience reduce complexity and increase automation 

• Support the development of reusable solutions accelerators and technical assets 

• Participate in vendor evaluations proof of concepts and roadmap planning 

Qualifications :

Qualifications 

• Consulting Experience 

• Management Consulting Experience preferred (Big 4 Strategy Firm)  

• 3 years of experience in implementation leadership roles at a top-tier consulting company focused on technology (Digital/SaaS/Enterprise Software) 

• Fortune 500 or OEM Software or Cloud Companyenterprise architect 

• Career progression (Technical Architecture) 

• Experience working with functional business leaders to: 

• Identifybusiness objectives and develop outcome-focused roadmaps 

• Guide large Consulting/SI organizations. 

• Large Program Experience 

• 3 years large program experience leading architecture and design 

• Enterprise Architecture Experience 

• Enterprise or Solution Architect role and/or relevant experience. 

• Data modeling core data design security integrations configuration management 

• Cloud Application Technology Experience 

• Experience in implementation of one or more cloud-based systems such as Salesforce Workday Amazon Web Services (AWS) Azure or Oracle Cloud 

• Cloud platform experience desired 

• Familiarity with Enterprise Platforms 

Preferred Qualifications: 

• Certified Master Architect (CMA) in good standing 

• 10 years ServiceNow experience 

• Experience with agentic AI capabilities (e.g. LLM orchestration generative workflows Now Assist) 

• Familiarity with CI/CD pipelines DevOps tools and Automated Testing Framework (ATF) 

• Knowledge of data modeling CMDB design and platform data strategies 

Required Competencies: 

• Certified Technical Architect (CTA) in good standing 

• 8 years ServiceNow experience 

• ServiceNow Platform and Implementation Experience 

• Customer Focus 

• Translates requirements to Demonstratevalue 

• Collaborative 

• Results Driven 

• Cultivates Innovation 

• Executive level communication skills 

• Consultative perspective 

• Thrives in complexity 

• Strategic mindset 

• Software Development Background

• Excellent presentation and communication skills 

• Travel up to 60%

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Additional Information :

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 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 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. 

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Remote Work :

Yes

Employment Type :

Full-time