[Hiring] Principal Platform Architect @ServiceNow

Role Description

You will be part of the Customer Success team. 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.

The Principal Platform Architect is a senior, outcome‑driven technical advisor who partners with enterprise customers to establish ServiceNow as a core platform for digital transformation. Operating at IC5 level, this role leads complex, multi‑workstream engagements, shapes architectural strategy at scale, and influences executive stakeholders across customers, partners, and internal teams.

The Principal Platform Architect sets the architectural bar for delivery excellence, platform governance, and long‑term platform health, while mentoring other architects and influencing broader regional best practice.

Key Responsibilities

• Enterprise‑Scale Platform Leadership
  • Act as the senior platform authority across multiple, complex enterprise engagements.
  • Own end‑to‑end platform architecture strategy, including instance strategy, governance models, integration patterns, and platform health at scale.
  • Translate business strategy into multi‑year architectural roadmaps aligned to enterprise transformation outcomes.
• Executive Advisory & Influence
  • Engage confidently with C‑level and senior leadership, elevating discussions from implementation detail to strategic platform value and outcomes.
  • Influence customer decision‑making on platform standardisation, adoption strategy, and operating models.
  • Represent ServiceNow as a trusted architectural partner, not just a delivery resource.
• Delivery Governance & Quality
  • Define and enforce architectural standards that reduce technical debt and enable sustainable growth.
  • Provide design authority, high‑level reviews, and escalation support for complex delivery scenarios.
  • Partner closely with Engagement Managers, Sales, and Customer Success to ensure architectural integrity through sell, structure, and deliver phases.
• Practice & Capability Leadership
  • Mentor and coach Platform Architects and senior consultants, raising architectural maturity across the region.
  • Contribute to leading practices, methodologies, and IP, shaping how Platform Architecture is delivered at scale in EMEA.
  • Support sales scoping, estimation, and deal qualification for high‑complexity engagements.

Qualifications

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
• Strong background in SaaS / PaaS environments, ideally within a software vendor or large enterprise platform context.
• Broad domain exposure (e.g. ITSM, CRM, HR, SecOps, GRC, Low Code, Industry Workflows).
• Executive presence and credibility at board and C‑suite level.
• Ability to influence without authority across customers, partners, and internal teams.
• Demonstrated leadership through technical authority, mentorship, and impact, rather than people management.
• Proven experience leading enterprise‑scale digital transformation programmes.
• Consulting / Professional Services background with post‑sales delivery ownership.
• Comfortable operating across ambiguity, complexity, and senior stakeholder expectations.

Additional Information

• Work Personas: We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location.
• Equal Opportunity Employer: ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law.
• Accommodations: We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.
• Export Control Regulations: For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals.