Principal Platform Architect- HCLS at ServiceNow

The TeamThe Customer Outcomes team at ServiceNow works with customers to help them achieve their business outcomes by providing Customer Success services. The teams purpose is to accelerate customers adoption of the ServiceNow platform enabling customers to realize value faster reduce costs and reduce risks.The RoleThe ServiceNow Platform Architect is a strategic technical leader responsible for designing and governing the implementation of scalable secure and high-performing solutions on the ServiceNow platform. This role works closely with business stakeholders technical teams and external partners to align platform capabilities with business objectives ensure architectural best practices and drive digital transformation initiatives. An ideal candidate will have experience working as an enterprise architect with a successful track record in management consulting (professional services firms or cloud software company) focused on technology strategy governance data and solution design.  They will have demonstrated the ability to become a trusted advisor to senior executives and facilitate customer success from strategic or annual planning functions including business value identification road mapping as well as advising and defining successful execution strategies including governance frameworks and managing large enterprise programs.Key Responsibilities:Architecture & DesignDesign end-to-end ServiceNow solutions across modules such as ITSM ITOM HRSD SecOps SPM CSM and Creator WorkflowsDefine and maintain the platforms technical architecture roadmap in alignment with business goals and enterprise standardsLead platform governance performance scalability and maintainability best practicesStakeholder EngagementCollaborate with business units product owners and developers to translate business needs into technical solutionsProvide architectural guidance and mentorship to developers and administratorsPresent platform strategy and design decisions to stakeholders and leadershipPlatform LeadershipServe as the SME for the ServiceNow platform across integrations configurations and custom developmentEvaluate and recommend new ServiceNow capabilities including AI agentic automation and LLM integrationsEnsure adherence to ServiceNow architecture guardrails and coding standards Innovation & StrategyContribute to platform innovation by identifying opportunities to improve user experience reduce complexity and increase automationSupport the development of reusable solutions accelerators and technical assetsParticipate in vendor evaluations proof of concepts and roadmap planningQualifications :  To be successful in this role we need someone who has: Consulting Experience Management Consulting Experience preferred (Big 4 Strategy Firm) or OEM software or Cloud company Experience in HCLS industry3 years of experience in management consulting leadership roles at a top-tier consulting company focused on technology (Digital/SaaS/Enterprise Software) Fortune 500 or OEM Software or Cloud Company enterprise architect Career progression (Technical Architecture) Experience working with functional business leaders to: Identify business objectives and develop outcome-focused roadmaps Guide large Consulting/SI organizations. Large Program Experience 3 years large program experience leading architecture and design Enterprise Architecture Experience Enterprise or Solution Architect role and/or relevant experience. Data modeling core data design security integrations configuration management Cloud Application Technology Experience Experience in implementation of one or more cloud-based systems such as SalesForce Workday Amazon Web Services (AWS) Azure or Oracle Cloud1-2 years of ServiceNow Platform Experience is desired but not required Cloud platform experience desired Familiarity with Enterprise Platforms  Preferred Qualifications: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)Knowledge of data modeling CMDB design and platform data strategiesExposure to industry-specific solutions (e.g. public sector healthcare financial services)Required Competencies: Customer Focus Translates requirements to Demonstrate value Collaborative Results DrivenCultivates Innovation Executive level communication skills Consultative perspective Thrives in complexity Strategic mindset Software Development backgroundExcellent presentation and communication skills Travel up to 50% Not sure if you meet every qualification We still encourage you to apply!  We value inclusivity welcoming our candidates from diverse backgrounds including non-traditional paths.  Unique experiences enrich our team and the willingness to dream big makes you an exceptional candidate!  Additional Information : Work 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.Equal Opportunity EmployerServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color creed religion sex sexual orientation national origin or nationality ancestry age disability gender identity or expression marital status veteran status or any other category protected by addition all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. AccommodationsWe 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 for assistance. Export Control RegulationsFor 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. From Fortune. 2025 Fortune Media IP Limited. All rights reserved. Used under license. Remote Work : YesEmployment Type : Full-time Key Skills Kubernetes,S3,Google Cloud Platform,Cassandra,System Architecture,Redshift,AWS,Cloud Architecture,NoSQL,UML,Kafka,Distributed Systems Experience: years Vacancy: 1