Job DescriptionYou 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
QualificationsTo 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.
Additional InformationWork PersonasWe 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.
