Principal Platform Architect - TMT

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.

ou 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 thousands of customer engagements.

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.

Responsibilities :

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 a 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 relevant technologies and workflows

Support the professional development of others through mentoring

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

Ability to travel up to 50%

Creativity with comfort running programs independently within a fast-paced environment

Success driving complex issues through analysis and resolution

Ability to relay complex information to diverse set of audiences, both technical and non-technical

ServiceNow certifications in aligned workflow

Industry domain expertise

Large program experience leading architecture and design

Enterprise architecture experience

Cloud application technology experience

Independently leverages AI to optimize workflows, tailor customer solutions, and inform strategic decisions.

Articulates AI system design, ethical implications, and platform use cases clearly, guiding peers and stakeholders in responsible, value-driven AI adoption.

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 globaltalentss@servicenow.com 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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