Principal Software Architect – Observability & Data Platforms

Company Description

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 – Service Now 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.

We’re looking for a Principal Software Architect to design and implement next-generation, AI-enabled observability and data platforms that power real-time insights and operational reliability across hybrid cloud environments. This role reports to the Senior Director of Engineering and partners closely with Platform, Product, and SRE leadership to define the technical vision and implementation strategy for observability and data systems across the organization.

You’ll lead the architecture and design of telemetry, monitoring, and data platforms that form the backbone of our engineering ecosystem – enabling visibility, intelligence, and scalability across our services.

• Define and evolve the architecture and design of AI-enabled observability and data platforms across distributed systems.
• Shape the technical strategy and design principles for metrics, traces, logs, and events pipelines.
• Drive the application of AI and agentic AI to enhance observability capabilities – including intelligent alerting, predictive analytics, and automated insights.
• Partner with platform, SRE, and application teams to standardize instrumentation and telemetry frameworks.
• Establish SLAs, SLOs, and data contracts that connect observability to system and business outcomes.
• Lead architectural design sessions, technical reviews, and cross-team alignment on observability and AI integration.
• Author architecture documents, design proposals, and technical playbooks to guide engineering teams.
• Provide deep technical mentorship on distributed systems, observability design, and data architectures.
• Drive the adoption of Open Telemetry, modern observability standards, and AI-assisted tooling across engineering teams.
• Oversee platform scalability, cost efficiency, and reliability from an architectural perspective.
• Collaborate with leadership to align platform and AI roadmaps with enterprise engineering strategy.
• Design and develop scalable, maintainable, and reusable software components with a strong emphasis on performance and reliability.
• Collaborate with product managers to translate requirements into well-architected solutions, owning features from design through delivery.
• Build intuitive and extensible user experiences using modern UI frameworks, ensuring flexibility for customer-specific needs.
• Contribute to the design and implementation of new products and features while enhancing existing product capabilities.
• Integrate automated testing into development workflows to ensure consistent quality across releases.
• Participate in design and code reviews ensuring best practices in performance, maintainability, and testability.
• Develop comprehensive test strategies covering functional, regression, integration and performance aspects.
• Foster a culture of continuous learning and improvement by sharing best practices in engineering and quality.
• Promote a culture of engineering craftsmanship, knowledge-sharing, and thoughtful quality practices across the team.

• Define the architecture and roadmap for a multi-cloud, multi-tenant observability platform.
• Design for scale, performance, and reliability with cost-aware architecture choices.
• Ensure systems are cloud-native, container-aware, and optimized for Kubernetes and service mesh environments.

• Define architectural standards for scalable telemetry systems for logs, metrics, traces, and events.
• Design frameworks and best practices for instrumentation, monitoring, and observability adoption.
• Ensure observability…