Principal Platform Architect

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 Outcomes team. 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.

What you get to do in this role

The Customer Outcomes Principal Platform Architect is a technical advisory role, responsible for helping our customers establish a technical foundation in the ServiceNow Platform and design solutions that improve outcomes. The Principal Platform Architect ensures customers use leading practices around instance strategy, technical governance, core data, integrations and the technical health of the platform. This is a consultative role focused on guiding ServiceNow, partner, and customer employees on the engagement team to provide a solution on a technical architecture designed for long-term success.

To be successful in this role you have

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Responsibilities

You will 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.; Maintain skills / certifications; Support the professional development of others through means of mentoring.

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.; 12+ years progressive experience as part of a professional services organization, or equivalent education/experience; Management consulting experience; Ability to travel up to 20%; Creativity with comfort running programs independently within a "startup paced" environment; Success driving complex issues through analysis and resolution; Ability to relay complex information to diverse set of audiences, both technical and non-technical; ServiceNow certifications in aligned workflow; Large program experience leading architecture and design; Enterprise architecture experience; Cloud application technology experience; Must be fluent in Japanese; Must be authorized to work in Japan