Principal Platform Architect - Federal - job 1 of 3

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.

Role Overview 

Architects play a critical role in guiding customers through their digital transformation journey through leading solutioning and scoping discussions during pre-sales (role and level dependent) and driving the successful delivery of strategic, multi-workflow, term-based projects. 
 
Architects provide thought leadership, best practices, and expert guidance to ensure customers achieve long-term value from the ServiceNow platform. They engage with senior stakeholders, ensuring alignment between business objectives and technology solutions, playing a pivotal role in scaling ServiceNow expertise across internal and external teams. By establishing strong governance frameworks, reducing technical debt and enabling scalable solutions, they help customers optimize their platform strategy while maintaining agility and long-term sustainability. 

Unique Job Responsibilities 

- Act as an expert across an assigned term of contracts, typically engaged in ServiceNow’s largest most strategically important accounts, providing architectural guidance, technical governance, and best practices 
- Build strong relationships with customer technical and business leaders, to align ServiceNow solutions with business strategy 
- Actively collaborate with GTM, Delivery, and other joint teams to bridge the gap between sales, solutioning, and execution 
- Serve as an active contributor of leading practices, standards and thought leadership related to the ServiceNow platform 
- Provide a point of view to the ServiceNow product strategy team to steer the product roadmap 

Platform Architect Specifics 

- This is a technical advisory role, responsible for helping customers establish a solid technical foundation in the ServiceNow platform and design solutions to drive business outcomes through adoption 
- Ensure customers leverage leading practices around instance strategy, technical governance, core data, integrations and the overall technical health of the platform 
- Guide ServiceNow, partner and customer employees on the team to deliver a solution on the technical architecture designed for long-term success 
- Interface with the customers across Executive, Platform Owner, Enterprise Architects and development teams by structuring and implementing solutions 

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 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 
- 12+ years progressive experience as part of a professional services organization; or equivalent education/experience 
- Management consulting experience 
- Ability to travel up to 80% 
- 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 

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

• 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) 
  • Fortune 500 or OEM Software or Cloud Company enterprise architect 
  • Career progression (Technical, Architecture) 

• 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 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
  • 1-2 years of ServiceNow Platform Experience is desired but not required 
  • Cloud platform experience desired 
  • Familiarity with Enterprise Platforms 

 Preferred Qualifications:

• 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
• Exposure to industry-specific solutions (e.g., public sector, healthcare, financial services)

Required Competencies: 

• Customer Focus 
• Translates requirements to Demonstrate value 
• 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 50% 

Not sure if you meet every qualification? We still encourage you to apply!  We value inclusivity, welcoming our candidates from diverse backgrounds, including non-traditional paths.  Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate! 

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 [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. 

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