Principal Platform Architect- Federal

Role Overview

Architects play a critical role in guiding customers through their digital transformation journey through leading solutioning and scoping discussions during pre-sales (role and level dependent) and driving the successful delivery of strategic, multi-workflow, term-based projects.

Architects provide thought leadership, best practices, and expert guidance to ensure customers achieve long-term value from the Service Now platform. They engage with senior stakeholders, ensuring alignment between business objectives and technology solutions, playing a pivotal role in scaling Service Now expertise across internal and external teams. By establishing strong governance frameworks, reducing technical debt and enabling scalable solutions, they help customers optimize their platform strategy while maintaining agility and long-term sustainability.

Unique Job Responsibilities

- Act as an expert across an assigned term of contracts, typically engaged in Service Now’s largest most strategically important accounts, providing architectural guidance, technical governance, and best practices
- Build strong relationships with customer technical and business leaders, to align Service Now solutions with business strategy
- Actively collaborate with GTM, Delivery, and other joint teams to bridge the gap between sales, solutioning, and execution
- Serve as an active contributor of leading practices, standards and thought leadership related to the Service Now platform
- Provide a point of view to the Service Now product strategy team to steer the product roadmap

Platform Architect Specifics

- This is a technical advisory role, responsible for helping customers establish a solid technical foundation in the Service Now platform and design solutions to drive business outcomes through adoption
- Ensure customers leverage leading practices around instance strategy, technical governance, core data, integrations and the overall technical health of the platform
- Guide Service Now, partner and customer employees on the team to deliver a solution on the technical architecture designed for long-term success
- Interface with the customers across Executive, Platform Owner, Enterprise Architects and development teams by structuring and implementing solutions

Job Description

You will be part of the Customer Outcomes team. Our purpose is to accelerate platform adoption and improve customer outcomes. We do this through a portfolio of services, delivered by outstanding consultants, using our ecosystem of partners, our leading practices, methodologies and tools based on our experiences from thousands of customer engagements.

The Customer Outcomes Principal Platform Architect is a technical advisory role, responsible for helping our customers establish a technical foundation in the Service Now Platform and design solutions that improve outcomes. The Principal Platform Architect ensures customers use leading practices around instance strategy, technical governance, core data, integrations and the technical health of the platform. This is a consultative role focused on guiding Service Now, partner, and customer employees on the engagement team to provide a solution on a technical architecture designed for long-term success.

Responsibilities:

• Work with the customer across executive, platform owner, enterprise architects, and development teams during the selling, structuring and implementation of solutions
• Be a technical expert across multiple engagements to guide customers, partners, and internal team members to provide successful customer solutions
• Provide a variety of knowledge across multiple workflows
• Develop relationships with technical and business leaders at the customer site to understand the role of Service Now in their digital transformation vision
• Translate goals to outcomes into a customer roadmap
• Translate business information and technical requirements into an architectural blueprint to achieve complex goals
• Engage with the customer's Enterprise Architects to position Service Now as the digital transformation platform standard, integrated with the customer's core applications
• Manage technical governance, and a…