ServiceNow
Principal Platform Architect – HCLS
Join to apply for the
Principal Platform Architect- HCLS
role at
ServiceNow
Company Overview It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. ServiceNow has become a global market leader, delivering AI‑enhanced technology to over 8,100 customers, including 85% of the Fortune 500. The intelligent, cloud‑based platform connects people, systems, and processes, empowering organizations to find smarter, faster, and better ways to work. We invite you to join our mission to make the world work better for everyone.
The Team The Customer Outcomes team works with customers to help them achieve business outcomes through Customer Success services. The team accelerates adoption of the ServiceNow platform, enabling customers to realize value faster, reduce costs, and mitigate risks.
The Role The ServiceNow Platform Architect is a strategic technical leader responsible for designing and governing scalable, secure, and high‑performing solutions on the ServiceNow platform. You will work 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. Successful candidates have enterprise‑architect experience, a record of management consulting, and a deep knowledge of ServiceNow platform governance.
Key Responsibilities Architecture & Design
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
Stakeholder Engagement
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
Platform 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
Innovation & Strategy
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
Qualifications
Consulting Experience
Management Consulting Experience preferred (Big 4, strategy firm) or OEM/software/cloud company experience
Experience in the HCLS industry
3+ years in management‑consulting leadership at a top‑tier company focused on technology (Digital/SaaS/Enterprise Software)
Enterprise architect experience at a Fortune 500, OEM, or cloud company
Career progression in technical architecture
Experience working with functional business leaders to:
Identify business objectives and develop outcome‑focused roadmaps
Guide large consulting/SI organizations
Large Program Experience
3+ years leading architecture and design for large programs
Enterprise Architecture Experience
Enterprise or solution architect role and/or relevant experience
Data modeling, core data design, security, integrations, configuration management
Cloud Application Technology Experience
Implementation of cloud‑based systems such as SalesForce, Workday, AWS, Azure, or Oracle Cloud
1–2 years ServiceNow platform experience desired but not required
Familiarity with enterprise platforms
Preferred Qualifications
Experience with agentic AI capabilities (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 (public sector, healthcare, financial services)
Required Competencies
Customer Focus
Translate requirements to demonstrate value
Collaborative
Results‑driven
Cultivate Innovation
Executive‑level communication skills
Consultative perspective
Thrives in complexity
Strategic mindset
Software development background
Excellent presentation and communication skills
Travel up to 50%
Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non‑traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!
Work Personas We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more
here . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the nearest ServiceNow office using a third‑party service.
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. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
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
globaltalentss@servicenow.com
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 need to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
#J-18808-Ljbffr
Principal Platform Architect- HCLS
role at
ServiceNow
Company Overview It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. ServiceNow has become a global market leader, delivering AI‑enhanced technology to over 8,100 customers, including 85% of the Fortune 500. The intelligent, cloud‑based platform connects people, systems, and processes, empowering organizations to find smarter, faster, and better ways to work. We invite you to join our mission to make the world work better for everyone.
The Team The Customer Outcomes team works with customers to help them achieve business outcomes through Customer Success services. The team accelerates adoption of the ServiceNow platform, enabling customers to realize value faster, reduce costs, and mitigate risks.
The Role The ServiceNow Platform Architect is a strategic technical leader responsible for designing and governing scalable, secure, and high‑performing solutions on the ServiceNow platform. You will work 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. Successful candidates have enterprise‑architect experience, a record of management consulting, and a deep knowledge of ServiceNow platform governance.
Key Responsibilities Architecture & Design
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
Stakeholder Engagement
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
Platform 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
Innovation & Strategy
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
Qualifications
Consulting Experience
Management Consulting Experience preferred (Big 4, strategy firm) or OEM/software/cloud company experience
Experience in the HCLS industry
3+ years in management‑consulting leadership at a top‑tier company focused on technology (Digital/SaaS/Enterprise Software)
Enterprise architect experience at a Fortune 500, OEM, or cloud company
Career progression in technical architecture
Experience working with functional business leaders to:
Identify business objectives and develop outcome‑focused roadmaps
Guide large consulting/SI organizations
Large Program Experience
3+ years leading architecture and design for large programs
Enterprise Architecture Experience
Enterprise or solution architect role and/or relevant experience
Data modeling, core data design, security, integrations, configuration management
Cloud Application Technology Experience
Implementation of cloud‑based systems such as SalesForce, Workday, AWS, Azure, or Oracle Cloud
1–2 years ServiceNow platform experience desired but not required
Familiarity with enterprise platforms
Preferred Qualifications
Experience with agentic AI capabilities (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 (public sector, healthcare, financial services)
Required Competencies
Customer Focus
Translate requirements to demonstrate value
Collaborative
Results‑driven
Cultivate Innovation
Executive‑level communication skills
Consultative perspective
Thrives in complexity
Strategic mindset
Software development background
Excellent presentation and communication skills
Travel up to 50%
Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non‑traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!
Work Personas We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more
here . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the nearest ServiceNow office using a third‑party service.
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. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
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
globaltalentss@servicenow.com
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 need to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
#J-18808-Ljbffr