Principal Platform Architect - HCLS

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.

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 ServiceNow 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.

Key Responsibilities:

Architecture & Design

• Design end-to-end ServiceNow solutions across modules such as ITSM, ITOM, HRSD, SecOps, SPM, CSM, and Creator Workflows
• Define and maintain the platform’s technical architecture roadmap in alignment with business goals and enterprise standards
• Lead platform governance, performance, scalability, and maintainability best practices

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

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

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 
  • Experience in HCLS industry
  • 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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