Senior Platform Architect Customer Outcomes & Transformation

Job Description You will be part of the Customer Outcomes team. Our purpose is to accelerate platform adoption and improve customer outcomes through a portfolio of services delivered by outstanding consultants, using our ecosystem of partners, leading practices, methodologies and tools based on our experiences from thousands of customer engagements. What you get to do in this role: The Customer Outcomes Senior Principal Platform Architect is a technical advisory role responsible for helping customers establish a technical foundation in the ServiceNow Platform and design solutions that improve outcomes. The role focuses on guiding ServiceNow, partner, and customer employees on the engagement team to provide a solution on a technical architecture designed for long‑term success. Work with customers across executive, platform owner, enterprise architects and development teams during the selling, structuring, and implementation of solutions. Serve as a technical expert across multiple engagements to guide customers, partners, and internal team members to provide successful customer solutions. Provide 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 and 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 the 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 and certifications. Support the professional development of others through mentoring. Be recognized as an expert across the industry and an active contributor of leading practices. Involved in more complex engagements providing expertise across multiple workflows. Work with the extended account team to form global rollout plans, extending platform expansion. Participate in presales opportunities and promote the platform architect role into all accounts. Qualifications Experience leveraging or critically thinking about how to integrate AI into work processes, decision‑making, or problem‑solving, including using AI‑powered tools, automating workflows, or analyzing AI‑driven insights. 15+ 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. Experience driving complex issues through analysis and resolution. Ability to relay complex information to a diverse set of audiences, both technical and non‑technical. ServiceNow certifications in aligned workflow. Industry domain expertise in TMT (Telecommunications, Media, and Technology) and SI (System Integrators) desirable. Large program experience leading architecture and design. Enterprise architecture experience. Cloud application technology experience. Familiarity with Enterprise Architecture Frameworks such as TOGAF, IT4IT, etc. Benefits and Compensation For positions in this location, we offer a base pay of $192,400 – $300,000.00 plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive on‑target earnings incentive compensation structure. We also offer health plans, 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. Equal Opportunity Employer ServiceNow 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 law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. Accommodations We 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 [emailprotected] for assistance. Export Control Regulations For 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. #J-18808-Ljbffr