Principal Platform Architect - Commercial

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.

About the role

You will be part of the Customer Excellence Group (CEG). 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 thousands of customer engagements. We help our customers realize value faster and reduce risks. Successful candidates will join a team of experts focused on our Commercial customers.

As a Platform Architect, you will be a strategic technical leader responsible for helping customers architect, mature, and govern scalable, secure, high-performing solutions on the ServiceNow platform. You will shape the transformation for leading global financial institutions and work with the latest in AI advancements. This consultative role involves ensuring customers use leading practices around instance strategy, technical governance, core data, integrations, and the technical health of the platform.

Responsibilities

• Develop relationships with customer executives, platform owners, architects, and development teams to help them understand the role of ServiceNow in their transformation vision.
• Guide customers in the architecture of end-to-end ServiceNow solutions across multiple modules such as ITSM, CMDB/CSDM, ITOM, HRSD, SecOps, SPM, CSM, and Creator Workflows.
• Translate business goals and desired outcomes into an architectural roadmap.
• Engage with the customer's Enterprise Architects to position ServiceNow as the digital transformation platform standard, integrated with their core applications.
• Ensure instance health by working to reduce technical debt and align to ServiceNow leading practices.
• Actively contribute leading practices and expertise related to the ServiceNow platform.
• Maintain relevant skills and certifications for your role and customers.
• Mentor others in their professional development.
• Evaluate and recommend new ServiceNow capabilities, including AI, agentic automation, and LLM integrations.
• Help customers adhere to ServiceNow architecture guardrails and coding standards.
• 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.
• Present platform strategy and design decisions to stakeholders and leadership.

Requirements

• Experience leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
• 10+ years of progressive experience as part of a professional services organization and/or ServiceNow platform team, or equivalent experience.
• Experience in operational and/or implementation leadership roles on a large-scale ServiceNow deployment.
• Experience working with functional business leaders to identify business objectives and develop outcome-focused roadmaps.
• 3+ years in an Enterprise or Solution Architect role, or relevant experience.
• Knowledge of data modeling, CMDB design, data strategies, platform security, and integration.
• Cloud application technology experience.
• Familiarity with Enterprise Platforms in addition to ServiceNow.
• A strong customer focus and the ability to thrive in complexity.
• A strategic and collaborative mindset.
• Excellent presentation and communication skills, including strong executive communication.
• Ability to travel up to 50% of the time.

Preferred Qualifications

• Industry experience in Manufacturing.
• 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).
• Certified Master Architect (CMA) or Certified Technical Architect (CTA) in good standing, or the willingness to obtain one of these certifications.

Pay

For positions in this location, we offer a base pay of $148,900 - $232,600, plus equity (when applicable), variable/incentive compensation, and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location.

Benefits

• Health plans, including flexible spending accounts.
• 401(k) Plan with company match.
• Employee Stock Purchase Plan (ESPP).
• Matching donations.
• Flexible time away plan and family leave programs.