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ServiceNow's Customer Outcomes team is seeking a Senior Principal Platform Architect to serve as a technical advisor helping customers establish strong technical foundations on the ServiceNow Platform and design solutions that drive business outcomes.
In this consultative role, you will guide customers, partners, and internal teams through the selling, structuring, and implementation of complex solutions. You'll work across executive, platform owner, enterprise architect, and development teams to translate business goals into technical roadmaps and architectural blueprints designed for long-term success.
Key responsibilities include:
- Provide technical expertise across multiple customer engagements, guiding teams toward successful solutions
- Develop relationships with technical and business leaders to understand ServiceNow's role in their digital transformation vision
- Design architectural solutions addressing instance strategy, technical governance, core data, integrations, and platform health
- Translate business requirements and goals into comprehensive architectural blueprints for complex initiatives
- Engage with enterprise architects to position ServiceNow as the digital transformation platform standard
- Manage technical governance and delivery operating models
- Reduce technical debt and ensure instance health aligned with ServiceNow leading practices
- Support sales efforts through engagement scoping, estimation, and change order management
- Contribute to leading practices and expertise across the ServiceNow platform
- Mentor and support 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
- Maintain relevant certifications and skills
This role requires significant travel (up to 80%) and involves working with complex, multi-workflow engagements at enterprise scale.
Requirements:
- 15+ 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, AI-driven insights, or exploring AI's potential impact)
- Ability to travel up to 80%
- Creativity and comfort running programs independently in a startup-paced environment
- Demonstrated ability to drive complex issues through analysis and resolution
- Strong ability to communicate complex information to diverse audiences (both technical and non-technical)
- ServiceNow certifications in aligned workflows
- 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 desirable
