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 Excellence Group (CEG). 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. We help our customers realize value faster and reduce risks. Successful candidates will join a team of experts focused on our Commercial customers.

What you get to do in this role:

The Platform Architect is a strategic technical leader responsible for helping our customers architect, mature, and governing scalable, secure, high-performing solutions on the ServiceNow platform. You will have the opportunity to shape the transformation for leading global financial institutions and work with the latest in AI advancements. Platform Architects ensure customers use leading practices around instance strategy, technical governance, core data, integrations and the technical health of the platform. This is a consultative role. Platform Architects work closely with business stakeholders, technical teams, and external partners to align platform capabilities with business objectives, adopt best practices, and drive AI and digital transformation initiatives. They:

· Develop relationships with customer executives, platform owners, architects, and development teams help them understand the role of ServiceNow in their transformation vision.

· Guide customers in the architecture of end-to-end ServiceNow solutions across multiple modules such as ITSM, CMDB/CSDM, ITOM, HRSD, SecOps, SPM, CSM, and Creator Workflows.

· Translate goals and desired into an architectural roadmap.

· Engage with the customer's Enterprise Architects to position ServiceNow as the digital transformation platform standard, integrated with their core applications.

· Ensure instance health by working to reduce technical debt and align to ServiceNow leading practices.

· Be an active contributor of leading practices and expertise related to the ServiceNow platform.

· Maintain the skills and certifications that are relevant to your customers and your role.

· Mentor others in their professional development.

· Evaluate and recommend new ServiceNow capabilities, including AI, agentic automation, and LLM integrations.

· Help customers adhere to ServiceNow architecture guardrails and coding standards.

· Contribute to platform innovation by identifying opportunities to improve user experience, reduce complexity, and increase automation.

· Support the development of reusable solutions, accelerators, and technical assets.

· Present platform strategy and design decisions to stakeholders and leadership

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.
10+ years progressive experience as part of a professional services organization and/or ServiceNow platform team, or equivalent experience
Experience in operational and/or implementation leadership roles on a large-scale ServiceNow deployment
Experience working with functional business leaders to identify business objectives and develop outcome-focused roadmaps
3+ years in an Enterprise or Solution Architect role, or relevant experience
Knowledge of data modeling, CMDB design, data strategies, platform security, and integration.
Cloud application technology experience
Familiarity with Enterprise Platforms in addition to ServiceNow
A strong customer focus
The ability to thrive in complexity
A strategic and collaborative mindset
Excellent presentation and communication skills
Strong executive communication skills
Ability to travel up to 50% of the time

Preferred Qualifications:

Industry experience in Manufacturing preferrerd
Experience with agentic AI capabilities (e.g., LLM orchestration, generative workflows, Now Assist)
Familiarity with CI/CD pipelines, DevOps tools, and Automated Testing Framework (ATF)
Certified Master Architect (CMA) or Certified Technical Architect (CTA) in good standing, or the willingness to obtain one of those certifications.

For positions in this location, we offer a base pay of $148,900 - $232,600, 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.

Principal Platform Architect - Commercial

Job description

Get updates on job intelligence for roles like this

Want weekly job-market intel?