Principal Platform Architect- HCLS

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.

The Team

The Customer Outcomes team at Service Now works with customers to help them achieve their business outcomes by providing Customer Success services. The team’s purpose is to accelerate customers’ adoption of the Service Now platform, enabling customers to realize value faster, reduce costs and reduce risks.

The Role

The Service Now Platform Architect is a strategic technical leader responsible for designing and governing the implementation of scalable, secure, and high-performing solutions on the Service Now platform. This role works closely with business stakeholders, technical teams, and external partners to align platform capabilities with business objectives, ensure architectural best practices, and drive digital transformation initiatives. An ideal candidate will have experience working as an enterprise architect with a successful track record in management consulting, (professional services firms or cloud software company), focused on technology strategy, governance, data and solution design.

They will have demonstrated the ability to become a trusted advisor to senior executives and facilitate customer success from strategic or annual planning functions including business value identification, road mapping, as well as advising and defining successful execution strategies including governance frameworks and managing large enterprise programs.

Key Responsibilities:

• Design end-to-end Service Now solutions across modules such as ITSM, ITOM, HRSD, Sec Ops, SPM, CSM, and Creator Workflows
• Define and maintain the platform’s technical architecture roadmap in alignment with business goals and enterprise standards
• Lead platform governance, performance, scalability, and maintainability best practices

Stakeholder Engagement

• Collaborate with business units, product owners, and developers to translate business needs into technical solutions
• Provide architectural guidance and mentorship to developers and administrators
• Present platform strategy and design decisions to stakeholders and leadership
• Serve as the SME for the Service Now platform across integrations, configurations, and custom development
• Evaluate and recommend new Service Now capabilities, including AI, agentic automation, and LLM integrations
• Ensure adherence to Service Now architecture guardrails and coding standards

Innovation & Strategy

• Contribute to platform innovation by identifying opportunities to improve user experience, reduce complexity, and increase automation
• Support the development of reusable solutions, accelerators, and technical assets
• Participate in vendor evaluations, proof of concepts, and roadmap planning

To be successful in this role, we need someone who has:

• Consulting Experience
  • Management Consulting Experience preferred, (Big 4, Strategy Firm) or OEM software or Cloud company
  • Experience in HCLS industry
  • 3+ years of experience in management consulting leadership roles at a top-tier consulting company focused on technology (Digital/SaaS/Enterprise Software)
  • Fortune 500 or OEM Software or Cloud Companyenterprise architect
  • Career progression (Technical, Architecture)

Experience working with functional business leaders to:

• Identify business objectives and develop outcome-focused roadmaps

Large Program Experience

• 3+ years large program experience leading architecture and design
• Enterprise or Solution Architect role and/or relevant experience.

Cloud Application Technology Experience

• Experience in implementation of one or more cloud-based systems such as Sales Force, Workday, Amazon Web Services (AWS), Azure, or Oracle Cloud
• 1-2…