ServiceNow Architect Principal Engineer

About the Role:

Wells Fargo is seeking a Service Now Architect - Principal Engineer. This role is an enterprise‑level technical leader responsible for defining and driving the architectural and engineering direction of the Service Now platform. This role ensures platform initiatives are delivered securely, at scale, and in alignment with enterprise standards, while enabling innovation, operational excellence, and an exceptional employee experience.

This role serves as a technical authority and integrator across governance, GenAI capabilities, platform stability, and modernization initiatives.

Position Responsibilities and Expected Outcomes:

Platform CoE Maturity & Governance

Outcome: A scalable, enforceable governance model that enables innovation without sacrificing platform health and increased Technical Debt.

* Lead technical feasibility and integration efforts as governance expands to include:

* Artificial Intelligence

* Solution Domains Across IT, HR, Risk and Platform

* Establish and evolve platform standards, patterns, and guardrails

* Ensure governance models are scalable, pragmatic, and consistently applied across the Service Now ecosystem

GenAI Optimization on Service Now

Outcome:
Secure, performant, and business‑aligned GenAI capabilities at enterprise scale.

* Align designs on GenAI capabilities on Service Now

* Operationalize the AI governance framework

* Optimization of AI Search, Now Assist, Agents and Agentic Flows

* Provide technical leadership for:

* GenAI funding plans

* Business case development

* Architectural alignment with enterprise AI strategy

Unified Employee Experience

Outcome: A seamless, cohesive experience across tools and platforms.

* Provide technical leadership for the Agent‑to‑Agent (A2A) protocol between Wells Fargo Enterprise Solutions and Service Now

* Ensure integrations are:

* Maintainable

* Scalable

* Resilient

* Enforce consistent UX and interaction patterns across employee‑facing experiences

Technical Debt Reduction & Modernization

Outcome: A modern, sustainable platform with reduced long‑term risk.

* Partner with Platform Architects to:

* Identify technical debt across GenAI and platform domains

* Prioritize remediation based on risk and business impact

* Drive modernization efforts that align with long‑term platform health and enterprise architecture standards

Strategic Responsibilities

* Align platform engineering strategy with:

* Product strategy

* Enterprise architecture

* Define, document, and enforce technical standards and best practices

* Produce architecture artifacts such as:

* Product Architecture Specifications (Arch Specs)

* Design standards and reference architectures

* Lead application portfolio modernization and rationalization

* Serve as a trusted technical partner to:

* Engineering leadership

* Product management

* Enterprise architecture

* Technology executives

Required Qualifications:

* 7+ years of Engineering experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education.

* 5+ years of Service Now Development, Design, or Implementation experience

Desired Qualifications

* Proven experience establishing and scaling a Platform Center of Excellence (CoE) with enforceable governance models that balance innovation with platform health and technical debt control.

* Hands-on expertise designing and operationalizing AI governance frameworks on Service Now, including AI Search, Now Assist, Virtual Agents, and Agentic flows, with emphasis on security, data residency, model risk management, prompt/response guardrails, and performance.

* Advanced experience architecting resilient, scalable, maintainable integrations (APIs, eventing, messaging) across large tool ecosystems; familiarity with A2A protocols, zero-trust patterns, and observability/SRE practices for integration health.

* Experience in financial services or other regulated industries; familiarity with model risk management and data protection in AI-enabled features.

* Executive presence and influence-serving as a trusted partner to engineering leadership, product management, enterprise architecture, and technology executives; skilled at portfolio…