Company Description
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.
Job Description

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.

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

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
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• 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
  Qualifications

TO BE SUCCESSFUL IN THIS ROLE YOU HAVE:

• Experience in leveraging or critically thinking about how to integrate processes and modules including AI into work processes, decision-making, or problem-solving
• 8+ years progressive experience as part of a professional services organization; or equivalent education/experience
• Management consulting experience
• Ability to travel up to 20%
• 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 preferred
• Industry domain expertise - Large program experience leading architecture and design
• Enterprise architecture experience - Cloud application technology experience
  Additional Information