Principal Platform Architect

Company Description
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
Job Description
We're not yesterday's IT department, we're Digital Technology. The world around us keeps changing and so do we. We're redefining what it means to be IT with a mindset centered on transformation, experience, AI-driven automation, innovation, and growth. We're all about delivering delightful, secure customer and employee experiences that accelerate ServiceNow's journey to become the defining enterprise software company of the 21st century. And we love co-creating, using, and highlighting our own products to do it.
Ultimately, we strive to make the world work better for our employees and customers-when you work in ServiceNow Digital Technology, you work for them
We are seeking a Senior Principal ServiceNow Platform Architect to lead the enterprise platform strategy, architecture, and innovation roadmap for the ServiceNow platform, including its emerging AI and automation capabilities. This individual must bring deep technical expertise in the ServiceNow ecosystem and a strong understanding of AI, Agentic workflows, Generative AI (GenAI), and Large Language Models (LLMs) to drive digital transformation and automation at scale.
This role spans across platform design, architecture governance, innovation adoption, and technical leadership across infrastructure and integration domains. The candidate will also lead a team of platform, infrastructure, and integration architects to deliver secure, scalable, and intelligent enterprise services.
Key Responsibilities:
Architecture Leadership

• Provide end-to-end architectural leadership across all ServiceNow modules (ITSM, ITOM, HRSD, SPM, App Engine, SecOps, etc.).
• Design for resilience, observability, cost-efficiency, and low-code/no-code governance.
• Lead architecture reviews, technical steering, and innovation prioritization forums.

Platform Strategy & Governance

• Develop and champion the enterprise-wide ServiceNow platform strategy including AI, process automation, and workflow orchestration.
• Define governance models, platform adoption roadmaps, and design standards aligned with business outcomes and technology vision.
• Drive platform maturity through reusable architecture patterns and automated guardrails.

AI, GenAI & Agentic Capabilities

• Lead the architecture and implementation of Now Platform's AI features, including Now Assist, Virtual Agents, Predictive Intelligence, and GenAI-powered copilots.
• Evaluate and integrate LLMs and third-party AI services for intelligent case handling, natural language experiences, and proactive decision-making.
• Shape the enterprise's AI agent framework strategy, combining the ServiceNow platform with enterprise data and services for contextual automation.

Leadership & Stakeholder Engagement

• Lead a team of platform, infrastructure, and integration architects with a strong focus on mentorship and capability development.
• Translate complex platform and AI strategies into compelling narratives for executive stakeholders.
• Partner with product, engineering, security, and operations leaders to ensure holistic platform delivery.

Qualifications
Required:

• 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.
• 12+ years of experience in enterprise architecture or platform engineering roles, with 6+ years in ServiceNow leadership.
• Deep understanding of ServiceNow's architecture, extensibility model, and product roadmap.
• Hands-on experience with ServiceNow AI/ML features (e.g., Now Assist, Virtual Agent, Predictive Intelligence).
• Strong leadership, cross-functional communication, and storytelling abilities.
• Experience managing other architects and technical leads.

Preferred:

• ServiceNow Certified Technical Architect (CTA) or equivalent.
• Experience in deploying AI-powered workflows and copilots in enterprise platforms.
• TOGAF, SAFe, or other enterprise architecture certifications.

Success Metrics:

• Increased business adoption of AI-powered and automated workflows.
• Acceleration of time-to-value through reusable architecture and platform governance.
• Reduction in integration complexity and infrastructure friction.
• Improved platform resiliency, cost efficiency, and end-user experience.

FD21
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. Learn more here .
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 [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. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
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