Senior Principal Platform Architect

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.

Join us to put AI to work for people.

 

The Team

The Customer Outcomes team at ServiceNow works with customers to help them achieve their business outcomes by providing Customer Success services. The team’s purpose is to accelerate customers’ adoption of the ServiceNow platform, enabling customers to realize value faster, reduce costs and reduce risks.

The 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 and 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 of 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) Enterprise architecture to:  Analyze and translating translate business information and technical requirements into an architectural blueprint that outlines solutions to achieve complex business objectives

To 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 to ServiceNow leading practices.

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 to delivered capabilities

 

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.

CTA/CMA highly preferred.

Skills preferred -  ​​​​​​ SecOps

IRM/GRC/CAM