Platform Architect

The Platform Architect’s activities are broad by design. As a trusted architectural advisor whose primary purposeis to ensure customers can realize the full value of their ServiceNow investment, the PA engages across technical, strategic, and relational dimensions simultaneously - often within the same conversation. Not everyactivity will be relevant at every point in a customer engagement, and the weight given to any particular area will shift based on where the customer is in their platform journey, their current maturity and readiness, and theoutcomes they are working toward. What remains constant is that every activity a PA undertakes should be traceable back to the role’s core purpose - helping the customer adopt the right capabilities, in the right sequence, on a platform that is healthy enough to support them. The following activities represent the most notable areas of PA work, organized by category.

Roles and Responsibilities:

• Conduct solution design and architecture reviews for customer and partner implementations.
• Define and guide ServiceNow platform roadmaps and workflow adoption strategies.
• Advise customers on data architecture, data models, integration strategies, and platform alignment
• Provide architectural guidance on ServiceNow integrations, APIs, and enterprise systems.
• Advise customers on ServiceNow AI capabilities, including Now Assist and AI Agents.
• Deliver architecture accelerators and reusable frameworks to support platform strategy and adoption.
• Establish and lead technical governance frameworks for ServiceNow environments.
• Evaluate platform health across maintainability, performance, security, upgradeability, and user experience.
• Develop and track prioritized remediation plans for identified platform issues.
• Identify, document, and manage technical debt and architectural gaps.
• Proactively identify architectural, technical, and platform-health risks.
• Assess the impact of risks and recommend appropriate mitigation strategies.
• Build and maintain strong relationships with customer stakeholders and technical teams.
• Facilitate architecture workshops, working sessions, solution reviews, and executive discussions.
• Maintain a forward-looking customer impact plan aligned with platform strategy and business objectives.
• Demonstrate ServiceNow platform capabilities through demos, prototypes, and personal/demo instances when required.
• Collaborate with internal ServiceNow teams and Impact Squad members to provide consistent customer guidance.
• Escalate complex architectural decisions to appropriate technical experts and overlay resources.
• Share architecture best practices, frameworks, and technical knowledge with the broader architecture community.
• Ensure ServiceNow solutions follow security, governance, scalability, maintainability, and upgrade-safe development best practices.
• Help customers achieve maximum business value and ROI from their ServiceNow platform investment.

• 12+ years of overall IT experience.
• Strong experience in ServiceNow Platform Architecture.
• Experience with ServiceNow Solution Architecture and enterprise architecture.
• Strong knowledge of ServiceNow platform capabilities and architecture best practices.
• Experience with ServiceNow data architecture and data modeling.
• Experience designing and managing ServiceNow integrations.
• Knowledge of REST APIs, SOAP APIs, IntegrationHub, and enterprise integrations.
• Experience with technical governance and platform governance.
• Strong understanding of platform health, performance, security, and upgradeability.
• Experience with technical debt identification and remediation.
• Strong risk assessment and mitigation experience.
• Experience with ServiceNow roadmap and platform strategy.
• Knowledge of Now Assist and ServiceNow AI Agents is preferred.
• Strong customer-facing consulting and stakeholder management skills.
• Excellent communication, presentation, and executive-level interaction skills.
• Ability to conduct architecture workshops and solution design sessions.
• Strong problem-solving and analytical skills.

Preferred Experience:

• ServiceNow ITSM, ITOM, CSM, HRSD, or other ServiceNow modules.
• ServiceNow Impact or similar enterprise customer advisory experience.
• Experience working with large enterprise ServiceNow implementations.
• Experience leading ServiceNow transformation and platform adoption initiatives.
• ServiceNow certifications such as Certified System Administrator (CSA), Certified Application Developer (CAD), Certified Implementation Specialist, or Certified Technical Architect (CTA) are a plus.