Senior Platform Architect

Summary

Join ServiceNow's Customer Outcomes team as a Senior Platform Architect and help customers build a strong technical foundation on the ServiceNow platform. You will design solutions that improve customer outcomes, ensuring they utilize best practices for instance strategy, technical governance, and platform health. This is a consultative role requiring collaboration with various customer teams, partners, and internal team members. You will translate business needs into technical blueprints, manage technical governance, and support sales efforts. The role involves working across multiple engagements and requires strong technical expertise and experience in digital transformation. You will also contribute to the development of leading practices and maintain relevant ServiceNow certifications.

Requirements

• 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
• 8+ 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
• Success driving complex issues through analysis and resolution
• ServiceNow certifications in aligned workflow
• Industry domain expertise in Technology and/or Telco
• Large program experience leading architecture and design
• Enterprise architecture experience
• Cloud application technology experience

Responsibilities

• Accelerate platform adoption and improve customer outcomes
• Help our customers establish a technical foundation in the ServiceNow Platform and design solutions that improve outcomes
• Ensure customers use leading practices around instance strategy, technical governance, core data, integrations and the technical health of the platform
• Guide ServiceNow, partner and customer employees on the engagement team to provide a solution on a technical architecture designed for long-term success
• 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

Preferred Qualifications

Maintain skills / certifications on TPSM, FSM, LSD, and SOM are preferable