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About the Role

The Customer Outcomes Senior Principal Platform Architect is a technical advisory role focused on helping customers establish a technical foundation in the ServiceNow Platform and design solutions that improve outcomes. This role ensures customers use leading practices around instance strategy, technical governance, core data, integrations, and platform technical health. It involves guiding ServiceNow, partner, and customer employees to provide solutions with a technical architecture designed for long-term success.

Responsibilities

Work with customers across executive, platform owner, enterprise architects, and development teams during the selling, structuring, and implementation of solutions.
Act as a technical expert across multiple engagements to guide customers, partners, and internal team members in providing successful customer solutions.
Provide diverse 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 and outcomes into a customer roadmap.
Translate business information and technical requirements into an architectural blueprint to achieve complex goals.
Engage with 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 and certifications on the ServiceNow platform.
Support the professional development of others through mentoring.
Be seen as an expert across the industry and an active contributor of leading practices.
Be involved in more complex engagements providing expertise across multiple workflows.
Work with the extended account team to form global roll out plans, extending platform expansion.
Participate in presales opportunities and promote the platform architect role into all accounts.

Requirements

Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
15+ 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 "startup paced" environment.
Experience 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 is desirable.
Large program experience leading architecture and design.
Enterprise architecture experience.
Cloud application technology experience.
Familiarity with Enterprise Architecture Frameworks like TOGAF, IT4IT, etc.

Skills

AI integration
Technical advisory
Platform architecture
Instance strategy
Technical governance
Core data management
Integrations
Platform technical health
Solution design
Consultative guidance
Roadmap development
Architectural blueprinting
Digital transformation
Enterprise architecture
Cloud application technology
ServiceNow platform expertise
Mentoring

Location

AMS - North America and Canada

Work Type

Flexible
Remote
Regular

Experience Level

Senior Principal
15+ years progressive experience

Education Level

ServiceNow certifications in aligned workflow

About the Company

ServiceNow is the AI control tower for business reinvention, bringing together any AI, any data, and any workflow to help businesses work smarter, faster, and better.
Building an AI-native culture where technology and talent are unstoppable together.
Committed to putting AI to work for people.

Equal Opportunity

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.
All qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
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.
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.