Principal Platform Architect - Federal

Principal Platform Architect - Federal

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Service Now is a global market leader in innovative AI‑enhanced technology, serving over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud‑based platform connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. We pursue our purpose to make the world work better for everyone.

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 Principal Platform Architect is an advisory role, responsible for helping our customers establish a strong technical foundation in the Service Now Platform and design solutions that drive business outcomes. This entails establishing and supporting best practices around instance strategy, technical governance, core data, integrations and overall platform health. The role does not perform configuration on the platform but instead guides partner and customer resources to achieve their goals through leading practices, interfacing with customers across executive, platform owner, enterprise architects and development teams during selling, structuring, implementation and ongoing operations.

• Develop strong relationships with the C‑suite and business leaders to understand the client’s vision and how Service Now plays in their digital transformation journey. Translate business objectives to outcomes through the visual customer roadmap.
• Interact with customer architecture personnel (enterprise and solution):
  • Analyze and translate business information and technical requirements into an architectural blueprint that outlines solutions to achieve complex business objectives.
  • Position Service Now as the system of action to enable the integrated digital transformation roadmap.
  • Establish and advise on the technical governance related domains and associated processes.
• Drive solid platform health by reviewing and guiding the remediation of configurations and customizations that do not align with Service Now leading practices.
• Advocate and champion Service Now’s advisory leading practices and industry use cases with clients.
• Contribute thought leadership (methodology and white papers) on how advisory and co‑delivery can optimize customer outcomes.
• Guide a customer down a prescriptive solution design and manage through the technical implementation decision points.
• Define solutions across the platform that align to delivered capabilities.

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision‑making, or problem‑solving. This may include using AI‑powered tools, automating workflows, analyzing AI‑driven insights, or exploring AI’s potential impact on the function or industry.
• Federal experience required.
• CTA/CMA highly preferred.
• Preferred skills:
  • Sec Ops
  • IRM/GRC/CAM
  • ITOM
  • ITSM
  • Core Platform
• Preferred certifications:
  • CSA
  • CAD
  • CIS certifications
• Consulting experience:
  • Management consulting experience preferred (Big 4, strategy firm) or OEM software or cloud company.
  • 3+ years in management consulting leadership roles at a top‑tier consulting company focused on technology (Digital/SaaS/Enterprise Software).
  • Experience as a Fortune 500 or OEM software or cloud company enterprise architect.
  • Career progression in 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:
  • 5+ years of 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 implementing one or more cloud‑based…