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ServiceNow is seeking a Platform Architect to provide expert technical support, analysis, and research on complex platform problems. This is a highly technical, hands-on role requiring deep expertise in the products and solutions deployed within customer networks.
Key Responsibilities:
- Collaborate with Technical Customer Success Managers (TCSM) to translate complex requirements and execute best-practice solutions
- Ensure operational uptime through regular health checks and proactive monitoring
- Align customer deployments and configurations with business use cases; drive adoption and implementation plans
- Understand customer business requirements and industry-specific threat landscapes
- Build trusted relationships with technical stakeholders and manage account relationships
- Provide technical subject matter expertise in assigned areas of proficiency
- Apply analytical and technical skills to solve moderate-to-high complexity product and network problems
- Deliver technology and product training; create intellectual property materials
- Use lab environments to recreate and resolve issues
- Submit accurate bug reports and determine root cause for unknown problems
- Interact at peer level with TCSM, CSM, Sales, and development teams
- Analyze logs and events; provide threat analysis reports
- Build custom security policies and application signatures
- Mitigate web-based threats in a timely manner
- Support manager through weekly reports and Quarterly Business Reviews
- Provide remote installation support on Thursdays, Fridays, and Saturdays during scheduled maintenance windows; act as technical escalation point for on-the-ground teams
Requirements:
- 5+ years as full-time onsite Platform Architect, Professional Services Engineer, Consultant, or IT/Operations Engineer
- 5+ years designing, deploying, configuring, supporting, troubleshooting, and coordinating Unified Communications products, devices, and solutions across small, medium, large, and enterprise businesses
- 3+ years in Security, IT, Healthcare, ICT, or Commercial sectors
- Applied knowledge of networking industry, products, and protocols
- Track record of successful problem-solving and high customer satisfaction
- Experience analyzing, using, and configuring medium-to-enterprise networks
- Ability to work in interrupt-driven environments and mentor team members
- BS in technical field (CS/EE preferred) or equivalent plus 4-8 years related experience
- B.S. in IT, IS, CS, or MIS (or equivalent) and/or relevant industry certifications (CISSP, Security+, CEH) desired
- Understanding of API-based security and compliance standards
- Familiarity with Cyber Security (Endpoint, SOAR, SIEM)
- Linux OS basic operation and troubleshooting (RedHat, CentOS)
- Security certificates, SSL, TLS knowledge
- Programming: Python, C, C++
- Networking expertise (LAN/WAN, Routing/Switching protocols, Network Security)
