It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
Job DescriptionThe Team
The Customer Excellence Group (CEG) team at ServiceNow works with customers to help them achieve their business outcomes by providing Customer Success services. The team’s purpose is to accelerate customers’ adoption of the ServiceNow platform, enabling customers to realize value faster, reduce costs and reduce risks.
This role will be part of the System Integrator (SI) team serving top SI partners of ServiceNow.
What you get to do in this role:
The 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. You will work with the customer across executive, platform owner, enterprise architects, and development teams during the selling, structuring and implementation of solutions.
Architecture & Design
Design end-to-end ServiceNow solutions across modules such as ITSM, CMDB/CSDM, ITOM, HRSD, SecOps, SPM, CSM, and Creator Workflows
Define and maintain the platform’s technical architecture roadmap in alignment with business goals and enterprise standards
Design Architectural standards focused on performance, scalability, and maintainability best practices
Lead technical governance and support Portfolio/Strategic governance design and implementation
Stakeholder Engagement
Collaborate with business units, product owners, and developers to translate business needs into technical solutions
Provide architectural guidance and mentorship to developers and administrators
Present platform strategy and design decisions to stakeholders and leadership
Write and develop stories
Serve as a Business Relationship Manager (BRM) to procure requirements, define solutions, write requirements/stories, and develop as part of a sprint team.
Platform Leadership
Serve as the SME for the ServiceNow platform across integrations, configurations, and custom development
Evaluate and recommend new ServiceNow capabilities, including AI, agentic automation, and LLM integrations
Ensure adherence to ServiceNow architecture guardrails and coding standards
Innovation & Strategy
Contribute to platform innovation by identifying opportunities to improve user experience, reduce complexity, and increase automation
Support the development of reusable solutions, accelerators, and technical assets
Participate in vendor evaluations, proof of concepts, and roadmap planning
Qualifications
Qualifications
Consulting Experience
Management Consulting Experience preferred, (Big 4, Strategy Firm)
3+ years of experience in implementation 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 Cloud
Cloud platform experience desired
Familiarity with Enterprise Platforms
Preferred Qualifications:
Certified Master Architect (CMA) in good standing
10+ years ServiceNow experience
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 strategies
Required Competencies:
Certified Technical Architect (CTA) in good standing
8+ years ServiceNow experience
ServiceNow Platform and Implementation Experience
Customer Focus
Translates requirements to Demonstrate value
Collaborative
Results Driven
Cultivates Innovation
Executive level communication skills
Consultative perspective
Thrives in complexity
Strategic mindset
Software Development Background
Excellent presentation and communication skills
Travel up to 60%
Additional Information
Work Personas
We 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 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 [email protected] 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.
From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license.