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ServiceNow is seeking a Principal Platform Architect to join the Customer Outcomes team, which accelerates platform adoption and improves customer outcomes through a portfolio of professional services delivered by consultants, partners, and leading practices.
In this technical role, you will be responsible for helping customers establish a strong technical foundation on the ServiceNow Platform and design solutions that drive measurable outcomes. You will ensure customers leverage leading practices around instance strategy, technical governance, core data, integrations, and platform health. Your focus will be on guiding ServiceNow, partner, and customer teams to deliver architecturally sound solutions designed for long-term success.
Key responsibilities include:
- Serve as a technical expert across multiple customer engagements, guiding customers, partners, and internal teams toward successful solutions
- Develop deep relationships with technical and business leaders to understand ServiceNow's role in their digital transformation vision
- Translate business goals and technical requirements into comprehensive architectural blueprints for complex initiatives
- Engage with enterprise architects to position ServiceNow as the digital transformation platform standard, integrated with core applications
- Manage technical governance and delivery operating models
- Reduce technical debt and align implementations to ServiceNow leading practices
- Support sales efforts through engagement scoping and estimation
- Contribute actively to leading practices and platform expertise across the organization
- Mentor and support the professional development of others
- Participate in presales opportunities and promote the platform architect role across accounts
- Coordinate with extended account teams on global rollout plans and platform expansion
- Travel up to 25% as needed
Requirements:
- 15+ years of progressive experience in a professional services organization, or equivalent education/experience
- Must be certified and experienced in SecOps, IRM, or both
- Must have 3+ years of end-to-end architecture experience across SecOps and/or IRM modules
- Experience leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving
- CTA or CMA certification is a plus
- Ability to travel up to 25%
- Demonstrated ability to drive complex issues through analysis and resolution
- Strong capability to communicate complex information to diverse audiences (technical and non-technical)
- Large program experience leading architecture and design
- Enterprise architecture experience
- Cloud application technology experience
- Familiarity with Enterprise Architecture Frameworks (TOGAF, IT4IT, etc.)
- Industry domain expertise in TMT (Telecommunications, Media, Technology) or System Integrators is desirable
