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ServiceNow is seeking a Senior Principal Platform Architect to lead the design, development, and maintenance of Engage Central, a unified customer engagement platform serving Expert Services and Partner consultants globally. This is a high-impact technical leadership role that bridges business requirements and scalable enterprise architecture.
In this role, you will own the complete technical vision for Engage Central, including multi-tenant architecture design, AI capability integration, and platform governance. You will serve as the technical counterpart to Business Analysts, translating complex business needs into maintainable, performant solutions while ensuring architectural integrity across the full delivery lifecycle.
Key Responsibilities:
Solution Architecture & Technical Design: Design scalable ServiceNow solutions following enterprise best practices. Manage single-instance, multi-tenant architecture with robust data isolation and access control. Develop technical design documents, diagrams, and specifications for development teams and vendors. Recommend ServiceNow features, customizations, and third-party integrations aligned with business and technical constraints.
Platform Development & Implementation: Deploy ServiceNow applications across CSM, SPM, ITSM, and other suites. Design custom ServiceNow apps for unique platform needs beyond out-of-the-box capabilities. Architect integrations between Engage Central and external systems via REST APIs, MID Servers, and Integration Hub. Manage platform performance, scalability, and technical debt as usage expands. Oversee platform upgrades and releases to minimize service disruptions. Collaborate with AI Delivery Solutions teams to launch new AI products and track ServiceNow's AI/GenAI advancements.
Development Team Leadership: Assist scrum teams with architectural decisions, code reviews, and technical troubleshooting. Advise on technical standards and guidelines. Support user story development and acceptance criteria in collaboration with Business Analysts.
Platform Governance & Enterprise Collaboration: Ensure architecture, hosting, and integrations comply with ServiceNow IT standards and security requirements. Collaborate with Data Privacy and Legal teams on GDPR, CCPA, and regulatory compliance. Coordinate with Core Business Systems for efficient data exchange. Align with Global PMO on methodology, compliance, and governance automation. Participate in architecture reviews and technical governance forums. Communicate technical concepts clearly to executives and non-technical stakeholders using business language.
Platform Operations & Continuous Improvement: Establish performance metrics to detect and resolve bottlenecks and scalability issues proactively. Maintain comprehensive platform documentation including architecture diagrams, runbooks, operation procedures, and disaster recovery plans.
Required Experience & Skills:
- 6-10+ years of ServiceNow platform experience including development, administration, and architecture
- Extensive knowledge of ServiceNow products (CSM, SPM, ITSM, ITOM, or similar enterprise workflows)
- Expertise building custom ServiceNow apps with advanced data models, rules, workflows, UI, and API integration
- Strong coding skills in JavaScript, AngularJS, Jelly, REST/SOAP APIs, Integration Hub, UI Builder, performance and platform analytics
- Experience optimizing platform scalability and performance for high-availability architectures
- Knowledge of multi-tenant architecture, data isolation, access control, domain separation, and security best practices
- Excellent ability to communicate technical concepts to non-technical audiences
Preferred Qualifications:
- ServiceNow CTA certification
- ServiceNow CIS certifications in multiple areas (CSM, SPM, ITSM)
- ServiceNow CAD certification for advanced development
- Consulting or professional services experience; knowledge of delivery methodologies (NowCreate, Agile, SAFe)
- Understanding of AI/GenAI integrations, API design for AI, and autonomous workflow platforms
- Leadership of scrum teams in Agile environments; expertise in sprint planning and iterative development
- Experience collaborating with external vendors, setting technical standards, and managing deliverables
- Familiarity with ServiceNow Partner ecosystem and platform design for internal/external users
- Knowledge of cloud infrastructure, containerization, CI/CD pipelines, and DevOps
- Prior experience implementing platforms that enforce methodology compliance (CMMI, ITIL, project management frameworks) through workflow automation
Key Competencies: Architectural thinking, technical leadership, problem-solving, quality focus, collaboration, executive presence, adaptability. Willing to travel up to 25% annually for stakeholder engagement and platform support.
