Principal Platform Architect - Fed Civ

The Customer Outcomes team at ServiceNow works with customers to help them achieve their business outcomes by providing Customer Success services. The ServiceNow Platform Architect is a strategic technical leader responsible for designing and governing the implementation of scalable, secure, and high-performing solutions on the ServiceNow platform. This role works 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. 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.