Principal Platform Architect- HCLS

Principal Platform Architect – HCLS

Join to apply for the Principal Platform Architect- HCLS role at Service Now

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Service Now has become a global market leader, delivering AI‑enhanced technology to over 8,100 customers, including 85% of the Fortune 500. The intelligent, cloud‑based platform connects people, systems, and processes, empowering organizations to find smarter, faster, and better ways to work.

We invite you to join our mission to make the world work better for everyone.

The Customer Outcomes team works with customers to help them achieve business outcomes through Customer Success services. The team accelerates adoption of the Service Now platform, enabling customers to realize value faster, reduce costs, and mitigate risks.

The Service Now Platform Architect is a strategic technical leader responsible for designing and governing scalable, secure, and high‑performing solutions on the Service Now platform. You will work 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. Successful candidates have enterprise‑architect experience, a record of management consulting, and a deep knowledge of Service Now platform governance.

Architecture & Design

• Design end‑to‑end Service Now solutions across modules such as ITSM, ITOM, HRSD, Sec Ops, SPM, CSM, and Creator Workflows
• Define and maintain the platform’s technical architecture roadmap in alignment with business goals and enterprise standards
• Lead platform governance, performance, scalability, and maintainability best practices

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

Platform Leadership

• Serve as the SME for the Service Now platform across integrations, configurations, and custom development
• Evaluate and recommend new Service Now capabilities, including AI, agentic automation, and LLM integrations
• Ensure adherence to Service Now 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

• Consulting Experience
  • Management Consulting Experience preferred (Big 4, strategy firm) or OEM/software/cloud company experience
  • Experience in the HCLS industry
  • 3+ years in management‑consulting leadership at a top‑tier company focused on technology (Digital/SaaS/Enterprise Software)
  • Enterprise architect experience at a Fortune 500, OEM, or cloud company
  • Career progression in 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 leading architecture and design for large programs
• 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
  • Implementation of cloud‑based systems such as Sales Force, Workday, AWS, Azure, or Oracle Cloud
  • 1–2 years Service Now platform experience desired but not required
  • Familiarity with enterprise platforms

• Experience with agentic AI capabilities (LLM orchestration, generative workflows, Now Assist)
• Familiarity with CI/CD pipelines, Dev Ops tools, and Automated Testing Framework (ATF)
• Knowledge of data modeling, CMDB design, and platform data strategies
• Exposure to industry‑specific solutions (public sector, healthcare,…