Job Description

Principal Platform Architect - Strat Tech - East and West ServiceNow The Customer Outcomes team at ServiceNow collaborates with customers to help them achieve their business outcomes by providing Customer Success services. The team aims to accelerate the adoption of the ServiceNow platform, enabling faster value realization, cost reduction, and risk mitigation. The Role The Customer Outcomes Platform Architect is an advisory role responsible for helping customers establish a robust technical foundation in the ServiceNow Platform and design solutions that drive business outcomes. This includes establishing best practices around instance strategy, technical governance, core data, integrations, and platform health. The role is highly consultative, guiding both partner and customer resources without performing platform configuration, but leading practices. It interfaces with customers across executive, platform owner, enterprise architects, and development teams during sales, structuring, implementation, and ongoing operations of ServiceNow solutions. An ideal candidate has experience as an enterprise architect with a successful track record in management consulting, professional services, or cloud software, focusing on technology strategy, governance, data, and solution design. They should be able to act as a trusted advisor to senior executives, facilitating customer success through strategic planning, business value identification, road mapping, and defining execution strategies including governance frameworks and managing large enterprise programs. What you get to do in this role: Develop strong relationships with C-suite and business leaders to understand the client’s vision and digital transformation journey, translating business objectives into outcomes via a visual customer roadmap. Engage with customer architecture teams (enterprise and solution) to: Analyze and translate business and technical requirements into architectural blueprints to achieve complex objectives. Position ServiceNow as the system of action to enable the digital transformation roadmap. Establish and advise on technical governance domains and processes. Ensure platform health by reviewing and guiding remediation of configurations and customizations that do not align with best practices. Advocate for ServiceNow’s advisory practices and industry use cases. Contribute thought leadership through methodologies and white papers on optimizing customer outcomes. Guide customers through solution design and manage technical implementation decision points. Define platform solutions aligned with capabilities delivered. Qualifications To succeed in this role, candidates should have: Management consulting experience, preferably with Big 4, strategy firms, OEM software, or cloud companies. At least 3 years in leadership roles within top-tier management consulting focusing on digital, SaaS, or enterprise software. Experience as an enterprise or solution architect, including data modeling, security, integrations, and configuration management. Experience with cloud-based systems like Salesforce, Workday, AWS, Azure, or Oracle Cloud is preferred; 1-2 years of ServiceNow platform experience is desirable but not mandatory. Required competencies include customer focus, translating requirements into value, collaboration, results orientation, innovation, executive communication, strategic thinking, and software development background. Travel up to 50% may be required. Additional Information We offer flexible work arrangements categorized into work personas (remote, hybrid, in-office). ServiceNow is an equal opportunity employer committed to diversity and inclusion. Candidates requiring accommodations during the application process are encouraged to contact us. Positions involving controlled technology may require export control approvals. #J-18808-Ljbffr ServiceNow

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