Full-Time Principal Platform Architect

The Team The Customer Outcomes team at ServiceNow works with customers to help them achieve their business outcomes by providing Customer Success services. The team’s purpose is to accelerate customers’ adoption of the ServiceNow platform, enabling customers to realize value faster, reduce costs and reduce risks.

The Role The Customer Outcomes Platform Architect is an advisory role, responsible for helping our customers establish a strong technical foundation in the ServiceNow Platform and design solutions that drive business outcomes. This entails establishing and supporting best practices around instance strategy, technical governance, core data, integrations and the overall health of the platform. This is a highly consultative role that does not perform configuration on the platform, but instead guides both partner and customer resources to achieve their goals through leading practices.

This role interfaces with the customer across executive, platform owner, enterprise architects and development teams during the selling, structuring, and implementation, and on-going operations related to ServiceNow solutions.

What you get to do in this role:

• Developing strong relationships with the C-suite and business leaders to understand the client’s vision and how ServiceNow plays in their digital transformation journey.
• Translate business objectives to outcomes through the visual customer roadmap.
• Interact with customer architecture personnel (enterprise and solution) to: Analyze and translate business information and technical requirements into an architectural blueprint that outlines solutions to achieve complex business objectives.
• To position ServiceNow as the system of action to enable the integrated digital transformation roadmap.
• Establish and advise on the technical governance related domains and associated processes.
• Drive solid platform health by reviewing and guiding the remediation of configurations and customizations that do not align to ServiceNow leading practices.
• Work with clients and ServiceNow teams to establish delivery operating model governance to ensure successful go-lives, end-user adoption and on-going support.
• Advocate/champion ServiceNow’s advisory leading practices and industry use cases with clients.
• Contribute thought leadership (methodology and white papers) on how advisory and co-delivery can optimize customer outcomes.
• Guide a customer down a prescriptive solution design and manage through the technical implementation decision points.
• Define solutions across the platform that align to delivered capabilities.

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