Sr Principal Platform Architect

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, Service Now is the AI control tower for business reinvention. Our Service Now AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better.

We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

The Business Technical Architect for the Engage Central Platform is the business technical leader responsible for designing, solutioning, building, and maintaining Service Now's unified customer engagement platform that serves Expert Services and Partner consultants globally. This role translates business requirements into scalable, maintainable technical solutions while ensuring architectural integrity, platform performance, and development quality across the full delivery lifecycle.

As the technical counterpart to the Business Analyst, the Technical Architect owns the architecture for all capabilities on Engage Central —designing multi-tenant architecture, integrating AI capabilities, and ensuring that every technical solution aligns with the platform’s best practices and enterprise standards. This individual must excel at communicating complex technical concepts to executive leadership while maintaining hands-on technical leadership with development teams.

What you get to do in this role

Solution Architecture & Technical Design

Design scalable Service Now solutions that meet business needs and follow best practices.

Manage single-instance, multi-tenant Engage Central architecture, ensuring data isolation, access control, and easy onboarding.

Develop technical design documents, diagrams, and specs for development teams and vendors.

Solution and recommend Service Now features, customizations, or third-party integrations that best fit requirements.

Work with the Business Analyst to confirm requirements, suggest alternatives, and align on business and technical constraints.

Platform Development & Implementation

Experience deploying Service Now applications across CSM, SPM, and other suites, data models and workflows.

Work with integration developers to architect integrations between Engage Central and external systems via REST APIs, MID Servers, and Integration Hub.

Manage platform performance, scalability, and technical debt as usage expands.

Oversee platform upgrades and releases with Digital Technologies to reduce service disruptions.

Work with the AI Delivery Solutions team to launch new AI products and ensure smooth integration.

Track Service Now’s AI/GenAI advancements and assess use of native and third-party AI features.

Development Team Leadership & Quality Assurance

Assist scrum teams in architectural choices, code reviews, and technical troubleshooting.

Assist, if necessary, with user stories, dependencies, acceptance criteria, collaborating with Business Analyst(s).

Advise on technical standards and guidelines for work on the Engage Central.

Platform Governance & Enterprise Collaboration

Ensure Engage Central architecture, hosting, and integrations comply with Service Now IT standards and security requirements by working with Digital Technologies (DT).

Collaborate with Data Privacy and Legal teams to design data handling that meets GDPR, CCPA, and other regulatory standards.

Coordinate with Core Business Systems to enable accurate and efficient data exchange between Engage Central and enterprise systems.

Align with Global PMO to enforce…