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You will join ServiceNow's Customer Outcomes team as a Platform Architect, a technical advisory role focused on helping customers establish a strong technical foundation on the ServiceNow Platform and design solutions that drive measurable outcomes. This is a consultative position where you guide ServiceNow, partner, and customer teams through the selling, structuring, and implementation phases of complex engagements.
Key responsibilities include:
- Serve as a technical expert across multiple customer engagements, advising on instance strategy, technical governance, core data management, integrations, and platform health
- Work across customer organizational levels—from executives to platform owners, enterprise architects, and development teams—to understand their digital transformation vision and position ServiceNow as the platform standard
- Translate business goals and technical requirements into architectural blueprints designed for long-term success
- Develop and maintain customer roadmaps that align ServiceNow capabilities with strategic outcomes
- Manage technical governance and delivery operating models, ensuring instance health by reducing technical debt and aligning to ServiceNow leading practices
- Support sales efforts by scoping engagements, estimating resource needs, and managing change orders
- Contribute to the organization's body of knowledge around ServiceNow platform best practices
- Mentor and support the professional development of team members
- Maintain relevant certifications and technical skills
The role requires up to 20% travel and operates in a fast-paced, startup-like environment where you will drive complex issues through analysis and resolution while communicating technical concepts to diverse audiences.
REQUIREMENTS:
- 12+ years of progressive experience in a professional services organization (or equivalent education/experience)
- Management consulting background
- Experience leveraging or critically thinking about AI integration into work processes, decision-making, or problem-solving (including AI-powered tools, workflow automation, or AI-driven insights)
- ServiceNow certifications in aligned workflows
- Large program experience leading architecture and design
- Enterprise architecture experience
- Cloud application technology experience
- Demonstrated success driving complex issues through analysis and resolution
- Ability to communicate complex information to both technical and non-technical audiences
- Creativity and comfort working independently in a startup-paced environment
- Fluency in Japanese (required)
- Authorization to work in Japan (required)
