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Salary: USD 148,000 - 232,000 / annual
ServiceNow is seeking a Senior Principal Platform Architect to join the Customer Outcomes team. This is a highly consultative, advisory role focused on helping enterprise customers establish a strong technical foundation on the ServiceNow platform and design solutions that drive measurable business outcomes.
You will not perform hands-on configuration but instead guide both partner and customer resources through best practices in instance strategy, technical governance, core data management, integrations, and overall platform health. This role requires deep engagement across multiple customer stakeholder levels—from C-suite executives to platform owners, enterprise architects, and development teams—throughout the selling, structuring, implementation, and ongoing operations phases.
Key responsibilities include:
- Developing trusted advisor relationships with C-suite and business leaders to understand their digital transformation vision and translate business objectives into outcome-focused roadmaps
- Collaborating with customer enterprise and solution architects to analyze business requirements and translate them into architectural blueprints that position ServiceNow as the system of action
- Establishing and advising on technical governance frameworks and associated processes
- Driving platform health by reviewing configurations and customizations against ServiceNow leading practices, guiding remediation efforts
- Championing ServiceNow's advisory practices and industry use cases
- Contributing thought leadership through methodologies and white papers on how advisory and co-delivery optimize customer outcomes
- Guiding customers through prescriptive solution design and managing technical implementation decision points
- Defining cross-platform solutions aligned to delivered capabilities
The role involves up to 50% travel and requires executive-level communication skills, a consultative mindset, and the ability to thrive in complex, ambiguous environments.
Qualifications:
- Experience leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving
- 3+ years of management consulting leadership roles at a top-tier consulting company focused on technology (Digital/SaaS/Enterprise Software), or equivalent enterprise architect experience at Fortune 500, OEM software, or cloud companies
- 5+ years of large program experience leading architecture and design
- Enterprise or Solution Architect background with expertise in data modeling, core data design, security, integrations, and configuration management
- Demonstrated ability to work with functional business leaders to identify business objectives, develop outcome-focused roadmaps, and guide large consulting/SI organizations
- Experience implementing one or more cloud-based systems (Salesforce, Workday, AWS, Azure, Oracle Cloud)
- 1-2 years of ServiceNow platform experience desired but not required
- CTA/CMA certifications highly preferred; CSA, CAD, CIS certifications preferred
- Preferred skills: SecOps, IRM/GRC/CAM, ITOM, ITSM, Core Platform
- Software development background
- Excellent presentation and communication skills
- Required competencies: Customer Focus, Translates requirements to demonstrate value, Collaborative, Results Driven, Cultivates Innovation, Executive level communication, Consultative perspective, Thrives in complexity, Strategic mindset
