Principal Platform Architect - Financial Services

Company Description

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 — ServiceNow 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.

Job Description

The Team The Customer Outcomes team at ServiceNow 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 ServiceNow platform, enabling customers to realize value faster, reduce costs and reduce risks.

The Role The ServiceNow Platform Architect is a strategic technical leader responsible for designing and governing the implementation of scalable, secure, and high-performing solutions on the ServiceNow 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

Architecture & Design

• Design end-to-end ServiceNow solutions across modules such as ITSM, ITOM, HRSD, SecOps, 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

Platform Leadership

• Serve as the SME for the ServiceNow platform across integrations, configurations, and custom development
• Evaluate and recommend new ServiceNow capabilities, including AI, agentic automation, and LLM integrations
• Ensure adherence to ServiceNow 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

Required Skills & Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience)
• 5+ years of hands-on ServiceNow experience, with at least 2+ years in a senior technical or architect role
• Strong experience across multiple ServiceNow modules (ITSM, ITOM, CSM, SPM, HRSD, etc.)
• Expertise in designing and integrating complex workflows and systems using IntegrationHub, REST/SOAP APIs, and MID Servers
• Deep understanding of scripting in ServiceNow (JavaScript, Glide API)
• Experience with platform governance, performance tuning, and security
• Excellent communication and stakeholder management skills

Employment & Location

• Employment Type: Full-time
• Location Type: Remote