Principal Platform Architect - HCLS

ServiceNow • Addison, TX

93d

About The Position

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 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, focused on technology strategy, governance, data and solution design.

Requirements

• Management Consulting Experience preferred, (Big 4, Strategy Firm) or OEM software or Cloud company
• Experience in HCLS industry
• 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
• 3+ years large program experience leading architecture and design
• Enterprise or Solution Architect role and/or relevant experience
• Data modeling, core data design, security, integrations, configuration management
• Experience in implementation of one or more cloud-based systems such as SalesForce, Workday, Amazon Web Services (AWS), Azure, or Oracle Cloud
• 1-2 years of ServiceNow Platform Experience is desired but not required
• Cloud platform experience desired

Nice To Haves

• Experience with agentic AI capabilities (e.g., LLM orchestration, generative workflows, Now Assist)
• Familiarity with CI/CD pipelines, DevOps 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)

Responsibilities

• 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
• 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 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
• 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

Benefits

• Flexible work personas (flexible, remote, or required in office)
• Equal Opportunity Employer
• Accommodations for candidates requiring assistance
• Commitment to inclusivity and diversity

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Number of Employees: 5,001-10,000 employees