Principal Platform Architect - ServiceNow

Location: Remote, Canada (East of Calgary)

Job Description

Role Overview

Architects play a critical role in guiding customers through their digital transformation journey through leading solutioning and scoping discussions during pre-sales (role and level dependent) and driving the successful delivery of strategic, multi-workflow, term-based projects.

Architects provide thought leadership, best practices, and expert guidance to ensure customers achieve long-term value. They engage with senior stakeholders, ensuring alignment between business objectives and technology solutions, playing a pivotal role in scaling expertise across internal and external teams. By establishing strong governance frameworks, reducing technical debt and enabling scalable solutions, they help customers optimize their platform strategy while maintaining agility and long-term sustainability.

Unique Job Responsibilities

- Act as an expert across an assigned term of contracts, typically engaged in our Client's largest most strategically important accounts, providing architectural guidance, technical governance, and best practices

- Build strong relationships with customer technical and business leaders, to align solutions with business strategy

- Actively collaborate with GTM, Delivery, and other joint teams to bridge the gap between sales, solutioning, and execution

- Serve as an active contributor of leading practices, standards and thought leadership related to the ServiceNow platform

- Provide a point of view to the product strategy team to steer the product roadmap

Platform Architect Specifics

- This is a technical advisory role, responsible for helping customers establish a solid technical foundation in the ServiceNow platform and design solutions to drive business outcomes through adoption

- Ensure customers leverage leading practices around instance strategy, technical governance, core data, integrations and the overall technical health of the platform

- Guide our Client, partner and customer employees on the team to deliver a solution on the technical architecture designed for long-term success

- Interface with the customers across Executive, Platform Owner, Enterprise Architects and development teams by structuring and implementing solutions

Job Description

You will be part of the Customer Outcomes 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 thousands of customer engagements.

The Customer Outcomes Principal Platform Architect is a technical advisory role, responsible for helping our customers establish a technical foundation in the ServiceNow Platform and design solutions that improve outcomes. The Principal Platform Architect ensures customers use leading practices around instance strategy, technical governance, core data, integrations and the technical health of the platform. This is a consultative role focused on guiding Our Client, partner, and customer employees on the engagement team to provide a solution on a technical architecture designed for long-term success.

Responsibilities:

Work with the customer across executive, platform owner, enterprise architects, and development teams during the selling, structuring and implementation of solutions
Be a technical expert across multiple engagements to guide customers, partners, and internal team members to provide successful customer solutions
Provide a variety of knowledge across multiple workflows
Develop relationships with technical and business leaders at the customer site to understand the role of Our Client in their digital transformation vision
Translate goals to outcomes into a customer roadmap
Translate business information and technical requirements into an architectural blueprint to achieve complex goals
Engage with the customer's Enterprise Architects to position Our Client as the digital transformation platform standard, integrated with the customer's core applications
Manage technical governance, and a delivery operating model and governance
Ensure instance health by working with the engagement team to reduce technical debt and align to Our Client's leading practices
Support the sales effort by scoping and estimating the engagement and change orders
Be an active contributor of leading practices and expertise related to the ServiceNow platform
Maintain skills / certifications on relevant technologies and workflows
Support the professional development of others through mentoring

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
12+ years progressive experience as part of a professional services organization; or equivalent education/experience
Minimum 5+ years of ServiceNow Platform experience
Canadian citizenship or permanent residency status and reside in Canada (east of Calgary)
ServiceNow Certified Technical Architect preferred (or 2-3 ServiceNow certs)
TOGAF experience preferred (or DNDAF - Department of National Defense Architecture Framework)
Management consulting experience
Ability to travel up to 25%
Creativity with comfort running programs independently within a fast-paced environment
Success driving complex issues through analysis and resolution
Ability to relay complex information to diverse set of audiences, both technical and non-technical
ServiceNow certifications in aligned workflow
Industry domain expertise in Federal, Financial Services, Public Sector preferred
Large program experience leading architecture and design
Enterprise architecture experience
Cloud application technology experience

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Platform Architect - ServiceNow