It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

You will be part of the Customer Outcomes team. Our purpose is to accelerate platform adoption and improve customer outcomes. We do this through a portfolio of services, delivered by outstanding consultants, using our ecosystem of partners, our leading practices, methodologies and tools based on our experiences from 1000's of customer engagements.

What you get to do in this role:

The Customer Outcomes Senior Principal Platform Architect is a technical advisory role, responsible for helping our customers establish a technical foundation in the ServiceNow Platform and design solutions that improve outcomes. The Senior Principal Platform Architect ensures customers use leading practices around instance strategy, technical governance, core data, integrations and the technical health of the platform. This is a consultative role focused on guiding ServiceNow, partner, and customer employees on the engagement team to provide a solution on a technical architecture designed for long-term success.

You will work with the customer across executive, platform owner, enterprise architects and development teams during the selling, structuring, and implementation of solutions.
Be a technical expert across multiple engagements to guide customers, partners, and internal team members to provide successful customer solutions.
Provide a variety of knowledge across multiple workflows.
Develop relationships with technical and business leaders at the customer site to understand the role of ServiceNow in their digital transformation vision.
Translate goals to outcomes into a customer roadmap.
Translate business information and technical requirements into an architectural blueprint to achieve complex goals.
Engage with the customer's Enterprise Architects to position ServiceNow as the digital transformation platform standard, integrated with the customer's core applications.
Manage technical governance, and an delivery operating model and governance.
Ensure instance health by working with the engagement team to reduce technical debt and align to ServiceNow leading practices.
Support the sales effort by scoping and estimating the engagement and change orders.
Be an active contributor of leading practices and expertise related to the ServiceNow platform.
Maintain skills / certifications
Support the professional development of others through means of mentoring.
Seen as an expert across the industry and an active contributor of leading practices.
Involved in more complex engagements providing expertise across multiple workflows.
Work with the extended account team to form global roll out plans, extending platform expansion .
Participate in presales opportunities and promote the platform architect role into all accounts.

To be successful in this role you have:

Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
15+ years progressive experience as part of a professional services organization; or equivalent education/experience
Management consulting experience
Ability to travel up to 80%
Creativity with comfort running programs independently within a "startup paced" environment
Experience driving complex issues through analysis and resolution
Ability to relay complex information to diverse set of audiences, both technical and non-technical
ServiceNow certifications in aligned workflow
Industry domain expertise in TMT (Telecommunications, Media, and Technology) and SI (System Integrators) desirable
Large program experience leading architecture and design
Enterprise architecture experience
Cloud application technology experience
Familiarity with Enterprise Architecture Framework like TOGAF, IT4IT, etc.

For positions in this location, we offer a base pay of $192,400 - $250,000.00 plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.