Sr Principal Platform Architect

ServiceNow•Orlando, FL

About The Position

The Business Technical Architect for the Engage Central Platform is the business technical leader responsible for designing, solutioning, building, and maintaining ServiceNow’s unified customer engagement platform for Expert Services and Partner consultants globally. The role translates business requirements into scalable, maintainable technical solutions while maintaining architectural integrity, platform performance, and development quality throughout the delivery lifecycle. As the technical counterpart to the Business Analyst, this architect owns the architecture for Engage Central capabilities. The role designs multi-tenant architecture, integrates AI capabilities, and ensures technical solutions align with platform best practices and enterprise standards. It combines hands-on technical leadership with communicating complex technical concepts to executive leadership. The architect designs and oversees ServiceNow solutions and applications, integrations, platform performance, upgrades, and AI product integrations. The role also guides scrum teams, supports technical quality and governance, collaborates with enterprise and regulatory stakeholders, advises leadership on architectural decisions, and maintains platform documentation and operational readiness. Travel of up to 25% annually is expected for stakeholder engagement and platform support.

Requirements

6–10+ years of ServiceNow platform experience, including development, administration, and architecture.
Extensive knowledge of ServiceNow products such as CSM, SPM, ITSM, ITOM, or similar enterprise workflows.
Expertise building custom ServiceNow applications with advanced data models, rules, workflows, user interfaces, and API integrations.
Strong coding skills in JavaScript, AngularJS, Jelly, REST/SOAP APIs, Integration Hub, and UI Builder, as well as platform performance and analytics.
Experience optimizing platform scalability and performance for high-availability architectures.
Knowledge of multi-tenant architecture, data isolation, access control, domain separation, and security best practices.
Ability to clearly communicate technical concepts to non-technical audiences.
Willingness to travel up to 25% annually for stakeholder engagement and platform support.

Nice To Haves

ServiceNow CTA certification.
ServiceNow CIS certifications in multiple areas, such as CSM, SPM, or ITSM.
ServiceNow CAD certification for advanced development.
Consulting or professional services experience and knowledge of delivery methodologies such as NowCreate, Agile, or SAFe.
Understanding of AI/GenAI integrations, API design for AI, and autonomous workflow platforms.
Experience leading scrum teams in Agile environments, including sprint planning and iterative development.
Experience collaborating with external vendors, setting technical standards, and managing deliverables.
Familiarity with the ServiceNow Partner ecosystem and platform design for internal and external users.
Knowledge of cloud infrastructure, containerization, CI/CD pipelines, and DevOps.
Prior experience implementing platforms that enforce methodology compliance (CMMI, ITIL, or project management frameworks) through workflow automation.

Responsibilities

Design scalable ServiceNow solutions that meet business needs and follow best practices.
Manage the single-instance, multi-tenant Engage Central architecture, ensuring data isolation, access control, and easy onboarding.
Develop technical design documents, diagrams, and specifications for development teams and vendors.
Recommend ServiceNow features, customizations, or third-party integrations to meet requirements.
Work with the Business Analyst to confirm requirements, suggest alternatives, and align on business and technical constraints.
Design custom ServiceNow applications for Engage Central needs beyond out-of-the-box capabilities.
Architect integrations between Engage Central and external systems using REST APIs, MID Servers, and Integration Hub.
Manage platform performance, scalability, and technical debt as usage expands.
Oversee platform upgrades and releases with Digital Technologies to reduce service disruptions.
Work with the AI Delivery Solutions team to launch AI products and ensure smooth integration.
Track ServiceNow AI and GenAI advancements and assess native and third-party AI features.
Assist scrum teams with architectural decisions, code reviews, and technical troubleshooting.
Assist with user stories, dependencies, and acceptance criteria when needed, in collaboration with Business Analysts.
Advise on technical standards and guidelines for Engage Central development.
Ensure architecture, hosting, and integrations comply with ServiceNow IT standards and security requirements, working with Digital Technologies.
Collaborate with Data Privacy and Legal teams on data handling that meets GDPR, CCPA, and other regulatory standards.
Coordinate with Core Business Systems to support accurate and efficient data exchange with enterprise systems.
Align with Global PMO to enforce methodology, compliance, and governance through Engage Central automation.
Participate in architecture reviews and technical governance forums.
Explain technical concepts and decisions to executives and non-technical stakeholders in business language.
Provide leadership with architectural options and recommendations, analyzing performance, cost, and risk.
Advise on feasibility and effort estimates for roadmap features to support prioritization.
Establish performance metrics to proactively detect and resolve bottlenecks, scalability issues, and risks.
Maintain platform documentation, including architecture diagrams, runbooks, operating procedures, and disaster recovery plans.
Travel up to 25% annually for stakeholder engagement and platform support.