ServiceNow Platform Architect

JOB DESCRIPTION:



Job Summary

• We are seeking a trusted and experienced Platform Architect (PA) to act as a key architectural advisor to our customers.
• The primary purpose of this role is to ensure customers realize the full value of their ServiceNow investment.
• The Platform Architect will guide customers in identifying and sequencing the adoption of capabilities that align with their business outcomes.
• The role focuses on delivering value quickly and sustainably.
• The role also focuses on ensuring the long-term health and scalability of the platform.
• This is an advisory role focused on shaping the customer's platform strategy and direction through expert guidance rather than direct implementation.

Key Responsibilities

Architectural Advisory

• Translate customer business objectives into a coherent platform strategy.
• Guide customers in defining their platform roadmap.
• Sequence workflow adoption.
• Conduct solution design reviews.

Platform Health & Governance

• Lead technical governance discussions.
• Establish frameworks that prevent platform health degradation over time.
• Interpret platform health reports.
• Advise on remediation plans for:
  • Maintainability
  • Performance
  • Security
  • Upgradeability

Risk Management

• Proactively identify risks.
• Track and assess risks across:
  • Architectural dimensions
  • Technical dimensions
  • Platform health dimensions
• Advise customers on mitigation strategies.
• Ensure risks are managed before they become incidents.

Customer Engagement

• Build and maintain strong relationships with customer stakeholders.
• Work with technical teams and senior leadership.
• Facilitate architectural reviews.
• Conduct executive conversations.
• Conduct customer workshops.

Technical Expertise

• Demonstrate ServiceNow platform capabilities.
• Guide customers through ServiceNow functionality.
• Maintain deep expertise in a few core areas.
• Maintain broad knowledge across the entire ServiceNow platform.

Strategic / Conceptual AI Expertise

• Guide customers in adopting AI capabilities on the ServiceNow platform.
• Advise customers on how ServiceNow AI capabilities fit within their broader organization.

Key Requirements

• ServiceNow Platform Architecture
• Platform Strategy
• Platform Roadmaps
• Workflow Adoption
• Solution Design
• Technical Governance
• Platform Health
• Performance
• Security
• Upgradeability
• Risk Management
• Customer Engagement
• ServiceNow Platform Expertise
• AI / GenAI
• Architectural Advisory
• Executive Communication