Customer Outcomes Senior Platform Architect

Employment Type: Full-time Location Type: Remote

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.

Position Overview

You will be part of the Customer Outcomes team, focused on accelerating platform adoption and improving customer outcomes through a portfolio of services. These services are delivered by outstanding consultants, leveraging our ecosystem of partners, leading practices, methodologies, and tools derived from thousands of customer engagements.

As a Customer Outcomes Senior Platform Architect, you will serve as a technical advisor, responsible for helping our customers establish a robust technical foundation in the ServiceNow Platform and design solutions that drive improved outcomes. You will ensure customers adopt leading practices concerning instance strategy, technical governance, core data, integrations, and overall platform technical health. This is a consultative role focused on guiding ServiceNow, partner, and customer employees on the engagement team to deliver solutions with a technical architecture designed for long-term success.

Responsibilities

• Work with customers across executive, platform owner, enterprise architect, and development teams during the selling, structuring, and implementation of solutions.
• Act as a technical expert across multiple engagements to guide customers, partners, and internal team members in delivering successful customer solutions.
• Provide diverse knowledge across multiple workflows.
• Develop relationships with technical and business leaders at the customer site to understand the role of ServiceNow in their digital transformation vision.
• Translate customer goals and outcomes into a clear roadmap.
• Translate business information and technical requirements into an architectural blueprint to achieve complex goals.
• Engage with the customer's Enterprise Architects to position ServiceNow as the standard digital transformation platform, integrated with the customer's core applications.
• Manage technical governance and a delivery operating model.
• Ensure instance health by working with the engagement team to reduce technical debt and align with ServiceNow leading practices.
• Support the sales effort by scoping and estimating engagements and change orders.
• Be an active contributor of leading practices and expertise related to the ServiceNow platform.
• Maintain skills and certifications on specified workflows.

Qualifications

To be successful in this role, you should have:

• 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.
• 8+ years of progressive experience as part of a professional services organization, or equivalent education/experience (MUST).
• Experience with customer implementations of ServiceNow HR Service Delivery (HRSD) and Customer Service Management (CSM) (CSM is a MUST).
• Management consulting experience.
• Ability to travel up to 80%.
• Creativity with comfort running programs independently within a "startup-paced" environment.
• Success in driving complex issues through analysis and resolution.
• ServiceNow certifications in aligned workflows.
• Large program experience leading architecture and design.
• Enterprise architecture experience.
• Cloud application technology experience.