Full-Time Principal Platform Architect

The Customer Outcomes team at ServiceNow helps customers achieve business outcomes with Customer Success services. The team accelerates customer adoption of the ServiceNow platform, enabling faster value realization, cost reduction, and risk mitigation.

The Customer Outcomes Platform Architect is an advisory role, responsible for guiding customers in establishing a strong technical foundation and designing ServiceNow solutions that drive business outcomes.

Key responsibilities include defining best practices for instance strategy, technical governance, core data, integrations, and overall platform health. This role focuses on guiding both partners and customers through best practices, without directly configuring the platform.

The role interacts with customers across various levels (executive, platform owners, enterprise architects, and development teams) throughout the selling, structuring, implementation, and ongoing operations of ServiceNow solutions.

Ideal candidate profile: Experienced enterprise architect with a track record in management consulting (or cloud software company), specializing in technology strategy, governance, data, and solution design. Must be able to advise senior executives and facilitate customer success, including business value identification, roadmap development, and successful execution strategies, encompassing governance frameworks and large enterprise programs.

Key activities:

• Developing strong relationships with C-suite and business leaders to understand their digital transformation vision and how ServiceNow fits in.
• Translating business objectives into tangible outcomes through customer roadmaps.
• Interacting with customer architecture personnel (enterprise and solution architecture) to translate business and technical requirements into architectural blueprints for achieving complex objectives.
• Positioning ServiceNow as the key to their integrated digital transformation roadmap.
• Establishing and advising on technical governance domains and processes.
• Driving platform health by reviewing and guiding the remediation of configurations/customizations that deviate from ServiceNow best practices.
• Collaborating with clients and ServiceNow teams to define delivery operating models and ensure successful go-lives, user adoption, and ongoing support.
• Advocating for ServiceNow's advisory best practices and industry use cases with clients.
• Providing thought leadership (methodology and white papers) on optimizing customer outcomes.
• Defining prescriptive solution designs and managing technical implementation decision points.
• Creating solutions across the platform aligned with delivered capabilities.

Required experience and skills:

• Consulting experience (Big 4, Strategy Firm, or OEM software/cloud company)
• 3+ years in management consulting leadership roles focused on technology (digital/SaaS/enterprise software)
• Experience with Fortune 500 or OEM software/cloud company enterprise architects
• 10+ years of large program experience leading architecture and design.
• Enterprise or Solution Architect role and/or relevant experience
• Data modeling, core data design, security, integrations, configuration management experience
• Experience implementing cloud-based systems (e.g., Salesforce, Workday, AWS, Azure, Oracle Cloud)
• 2+ years of ServiceNow platform experience
• Telecommunication industry experience preferred
• Excellent presentation and communication skills
• Travel up to 30%

Required competencies:

• Customer Focus
• Translates requirements into demonstrable value
• Collaborative
• Results-driven
• Cultivates innovation
• Executive-level communication skills
• Consultative perspective
• Thrives in complexity
• Strategic mindset

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