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Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Today, Service Now is a global market leader, providing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500. Our cloud-based platform connects people, systems, and processes to enable smarter, faster, and better ways to work. Join us to help make the world work better for everyone.

Job Description

The Senior Principal Platform Architect is a strategic advisory role, responsible for helping customers establish a robust technical foundation on the Service Now Platform and designing solutions to drive business outcomes. This involves establishing and supporting best practices around instance strategy, technical governance, data management, integrations, and platform health. The role is consultative, guiding partner and customer resources without performing direct configuration, and involves interfacing with executives, platform owners, enterprise architects, and development teams during solution lifecycle stages.

Ideal candidates will have a senior enterprise architect background with a proven track record in management consulting, professional services, or cloud software, focusing on technology strategy, governance, data, and solution design. Demonstrated ability to act as a trusted advisor to senior executives and facilitate customer success through strategic planning, road mapping, and governance frameworks is essential.

What You Will Do

• Build relationships with CIOs and business leaders to understand their vision and how Service Now fits into their digital transformation. Translate business objectives into strategic roadmaps.


• Design and analyze enterprise architecture, translating business and technical requirements into architectural blueprints.


• Engage with enterprise architects to position Service Now as a key platform for digital transformation, ensuring technical governance and platform health.


• Guide remediation of platform configurations to align with best practices.


• Collaborate with clients and Service Now teams to establish delivery models, ensuring successful deployments, user adoption, and ongoing support.


• Promote Service Now’s advisory and industry best practices, contributing thought leadership through methodologies and white papers.


• Lead prescriptive solution design and manage technical decision points during implementation.


• Define platform solutions aligned with out-of-the-box capabilities.


• Support sales efforts through scoping and estimation, translating customer visions into actionable activities.

Qualifications

Our ideal candidate:

• Has experience integrating AI into workflows, decision-making, or problem-solving, including using AI tools, automating processes, or analyzing AI-driven insights.


• Has consulting experience, preferably in management consulting, with 8+ years in leadership roles focused on technology within top-tier firms or cloud companies.


• Has worked with Fortune 500 or OEM software/cloud enterprise architectures.


• Possesses extensive experience in large programs, enterprise architecture, and relevant certifications (e.g., TOGAF, IT4 IT).


• Has at least 2 years of hands-on Service Now Platform experience and relevant cloud platform certifications.

Additional Competencies

• Customer focus, collaboration, results orientation, innovation, courage, consultative mindset, complexity management, strategic thinking, technical development, and willingness to travel up to 25%.

Additional Information

We support flexible work personas, promote an inclusive environment, and provide accommodations for candidates with disabilities. Service Now is committed to equal opportunity employment and compliance with export control regulations.