ServiceNow Platform Architect

About the role

We are seeking a trusted and experienced Platform Architect 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, delivering value quickly and sustainably, and ensuring the long-term health and scalability of their platform. This is an advisory role focused on shaping the customer's platform strategy and direction, achieved through expert guidance rather than direct implementation.

Responsibilities

• Translate customer business objectives into a coherent platform strategy.
• Guide customers in defining their platform roadmap, sequencing workflow adoption, and conducting solution design reviews.
• Lead technical governance discussions to establish frameworks that prevent platform health degradation over time.
• Interpret platform health reports and advise on remediation plans for maintainability, performance, security, and upgradeability.
• Proactively identify, track, and assess risks across architectural, technical, and platform health dimensions. Advise customers on mitigation strategies to ensure risks are managed before they become incidents.
• Build and maintain strong relationships with customer stakeholders, from technical teams to senior leadership. Facilitate architectural reviews, executive conversations, and workshops.
• Demonstrate platform capabilities and guide customers through ServiceNow functionality. Maintain deep expertise in a few core areas while having broad knowledge across the entire ServiceNow platform.
• Guide customers in adopting AI capabilities on the ServiceNow platform, including advising on how these capabilities fit within their broader organizational AI strategy and how to align AI capabilities to business outcomes.

Requirements

• Deep understanding of the core ServiceNow platform, including its data model (CMDB, CSDM), application development patterns, integration capabilities, security model, and instance lifecycle management.
• Expertise in solution design principles, governance frameworks, technical debt remediation, and enterprise architecture concepts (e.g., TOGAF).
• Deep expertise in ITSM is mandatory. Expertise in at least one other ServiceNow workflow area (e.g., ITOM, CSM, HRSD, SecOps) is expected.
• Proven ability to build and sustain trusted relationships across all organizational levels, from working teams to the C-suite, and influence outcomes through credibility and deep relationships.
• Excellent communication skills, with the ability to convey complex architectural decisions, risks, and platform direction with precision to diverse audiences, including executive stakeholders.
• Ability to diagnose the root cause of complex, multi-threaded problems, evaluate options, and develop sound, scalable resolution approaches.
• Understand and credibly engage with the customer's industry context, business model, and strategic priorities to connect platform decisions to business outcomes.
• Ability to develop and maintain a clear, defensible ServiceNow platform and product roadmap that translates customer business objectives into a sequenced adoption plan.

Qualifications

• Certified System Administrator (CSA) – Required
• Certified Application Developer (CAD) – Required
• Certified Implementation Specialist (CIS - at least one) – Required
• ArchX - Advanced Architecture – Expected
• Certified Technical Architect (CTA - in pursuit or completed) – Expected
• Now Assist Essentials – AI Certification
• Now Assist Executive Micro-Certification – AI Certification
• Agentic AI Executive Micro-Certification – AI Certification

Pay

$130,000 - $190,000 a year