- We are seeking a trusted and experienced Platform Architect (PA) to act as a key architectural advisor to our customers.
- The primary purpose of this role is to ensure customers realize the full value of their ServiceNow investment.
- The Platform Architect will guide customers in identifying and sequencing the adoption of capabilities that align with their business outcomes.
- The role focuses on delivering value quickly and sustainably.
- The role also focuses on ensuring the long-term health and scalability of the platform.
- This is an advisory role focused on shaping the customer's platform strategy and direction through expert guidance rather than direct implementation.
Key Responsibilities
Architectural Advisory
- Translate customer business objectives into a coherent platform strategy.
- Guide customers in defining their platform roadmap.
- Sequence workflow adoption.
- Conduct solution design reviews.
Platform Health & Governance
- Lead technical governance discussions.
- Establish frameworks that prevent platform health degradation over time.
- Interpret platform health reports.
- Advise on remediation plans for:
- Maintainability
- Performance
- Security
- Upgradeability
- Technical dimensions
- Platform health dimensions
- Advise customers on mitigation strategies.
- Ensure risks are managed before they become incidents.
Customer Engagement
- Build and maintain robust relationships with customer stakeholders.
- Work with technical teams and senior leadership.
- Facilitate architectural reviews.
- Conduct executive conversations.
- Conduct customer workshops.
Technical Expertise
- Demonstrate ServiceNow platform capabilities.
- Guide customers through ServiceNow functionality.
- Maintain deep expertise in a few core areas.
- Maintain broad knowledge across the entire ServiceNow platform.
Strategic / Conceptual AI Expertise
- Guide customers in adopting AI capabilities on the ServiceNow platform.
- Advise customers on how ServiceNow AI capabilities fit within their broader organization.