Principal Platform Architect - Commercial

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started. Join us to put AI to work for people.

You will be part of the Customer Excellence Group (CEG). Our purpose is to accelerate platform adoption and improve customer outcomes. We do this through a portfolio of services, delivered by outstanding consultants, using our ecosystem of partners, our leading practices, methodologies and tools based on our experiences from 1000's of customer engagements. We help our customers realize value faster and reduce risks. Successful candidates will join a team of experts focused on our Commercial customers. What you get to do in this role: The Platform Architect is a strategic technical leader responsible for helping our customers architect, mature, and governing scalable, secure, high-performing solutions on the ServiceNow platform. You will have the opportunity to shape the transformation for leading global financial institutions and work with the latest in AI advancements. Platform Architects ensure customers use leading practices around instance strategy, technical governance, core data, integrations and the technical health of the platform. This is a consultative role. Platform Architects work closely with business stakeholders, technical teams, and external partners to align platform capabilities with business objectives, adopt best practices, and drive AI and digital transformation initiatives. They: · Develop relationships with customer executives, platform owners, architects, and development teams help them understand the role of ServiceNow in their transformation vision. · Guide customers in the architecture of end-to-end ServiceNow solutions across multiple modules such as ITSM, CMDB/CSDM, ITOM, HRSD, SecOps, SPM, CSM, and Creator Workflows. · Translate goals and desired into an architectural roadmap. · Engage with the customer's Enterprise Architects to position ServiceNow as the digital transformation platform standard, integrated with their core applications. · Ensure instance health by working to reduce technical debt and align to ServiceNow leading practices. · Be an active contributor of leading practices and expertise related to the ServiceNow platform. · Maintain the skills and certifications that are relevant to your customers and your role. · Mentor others in their professional development. · Evaluate and recommend new ServiceNow capabilities, including AI, agentic automation, and LLM integrations. · Help customers adhere 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. · Present platform strategy and design decisions to stakeholders and leadership Qualifications To be successful in this role you 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. 10+ years progressive experience as part of a professional