Principal ServiceNow Solution Architect

This position requires office presence of a minimum of 5 days per week and is only located in the location(s) posted. No relocation is offered.

Join AT&T and reimagine the communications and technologies that connect the world. Our Consumer Technology experience team is delivering innovative and reliable technology solutions to power differentiated, simplified customer experiences. Bring your bold ideas and fearless risk‑taking to redefine connectivity and transform how the world shares stories and experiences that matter. When you step into a career with AT&T, you won’t just imagine the future—you’ll create it.

As a Principal Service Now Solution Architect
, you will play a pivotal role in shaping how enterprise and supply chain teams design, adopt, and scale Service Now solutions. This role blends deep platform architecture expertise with change leadership and emerging technology enablement, including artificial intelligence (AI). We are looking for a self‑motivated
, trusted and a visionary technology leader who will lead translating complex business needs into scalable, secure, and high‑performing Service Now solutions that deliver measurable outcomes.

• Own the end‑to‑end architecture for Service Now, ensuring solutions are scalable, secure, and aligned to enterprise standards.
• Lead the design and delivery of complex Service Now implementations, upgrades, and optimizations across supply chain and enterprise workflows.
• Proficient in utilizing diverse AI tools (not limited to Now Assist) to drive efficiency, automation, and continuous improvement across the SDLC.
• Serve as a technical thought leader
  , guiding development teams and influencing stakeholders through architecture decisions.
• Translate business requirements into technical architectures and integration patterns that enable long‑term flexibility.
• Drive process transformation and change adoption, modernizing workflows through automation and platform capabilities.
• Identify and enable AI agents and generative AI use cases within Service Now to improve productivity, insights, and decision‑making.
• Partner with data, engineering, and business teams to operationalize emerging technologies
  .
• Establish and promote best practices for configuration, development, governance, and lifecycle management.
• Ensure solutions meet performance, reliability, security, and compliance expectations.

• 12+ years of overall Service Now experience, including 5+ years in a solution or platform architect role
  .
• Proven experience designing scalable, high‑performing Service Now architectures across modules such as:
  • Source to Pay
  • IT Service Management
  • IT Operations Management
  • Customer Service Management
  • Human Resources Service Delivery
  • Integrated Risk Management
  • Custom application development
• Hands‑on expertise with Service Now integrations, including REST, SOAP, MID Servers, and third‑party tools.
• Strong hands‑on experience with Service Now scripting and automation, including JavaScript, Glide API, Flow Designer, and Integration Hub.
• Deep knowledge of Service Now configuration and platform controls, such as workflows, UI policies, data policies, business rules, and client scripts.
• Demonstrated ability to lead technical change, influence stakeholders, and guide teams through transformation initiatives.
• Service Now certifications such as Certified Technical Architect (CTA),
  Certified Implementation Specialist (CIS), or architecture‑level certifications.
• Strong communication skills with the ability to explain complex technical concepts to non‑technical audiences.

• Experience supporting supply chain or enterprise operations environments
  , including CMDB and data modeling.
• Hands‑on experience with Service Now Shopping Hub, Procurement, Sourcing, or Third‑Party Risk Management modules.
• Familiarity with automation frameworks, Dev Ops practices, or CI/CD pipelines
  .
• Experience operating in Agile delivery environments
  .
• Background as a techno‑functional leader (roughly 60–70% technical, 30–40% functional).

• Bachelor’s degree in Computer Science, Computer Engineering, or a related field —
  or equivalent practical experience
  .

In this…