Principal Platform Architect Federal

Job Description

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 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.

• 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

• 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

• 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:

• Federal experience preferred
• Consulting Experience
  • Management Consulting Experience preferred, (Big 4, Strategy Firm) or OEM software or Cloud company
  • 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 Company enterprise architect
  • Career progression (Technical, Architecture)
• Experience working with functional business leaders to:
  • Identify business objectives and develop outcome-focused roadmaps
  • Guide large Consulting/SI organizations.
• Large Program Experience
  • 3+ years large program experience leading architecture and design
• Enterprise Architecture Experience
  • Enterprise or Solution Architect role and/or relevant experience.
  • Data modeling, core data design, security, integrations, configuration management
• 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 years of Service Now Platform Experience is desired but not required
  • Cloud platform experience desired
  • Familiarity with Enterprise Platforms

• Experience with agentic AI capabilities (e.g., LLM orchestration, generative workflows, Now Assist)
• Familiarity with CI/CD pipelines, Dev Ops tools, and Automated Testing Framework (ATF)
• Knowledge of data modeling, CMDB design, and platform data strategies
• Exposure to industry-specific solutions (e.g., public sector, healthcare, financial services)

• Customer Focus
• Translates requirements to Demonstrate value
• Collaborative
• Results Driven
• Cultivates Innovation
• Executive level communication skills
• Consultative perspective
• Thrives in complexity
• Strategic mindset
• Software Development background
• Excellent presentation and communication skills
• Travel up to 50%

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming our candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

For positions in this location, we offer a base pay of $-$, plus equity (when applicable), variable/incentive…