The Customer Outcomes Senior Platform Architect is an advisory role, responsible for helping our customers establish a technical foundation in the ServiceNow Platform and design solutions that deliver outcomes. The Senior Platform Architect ensures customers use leading practices around instance strategy, technical governance, core data, integrations and the health of the platform. This is a consultative role focused on guiding ServiceNow, partner and customer employees on the engagement team to provide a solution on an architecture designed for long-term success.
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Manage a professional support team, including skills development and performance management. You will have operational control, shift scheduling, accountability for key performance indicators (KPIs). Ensures that all customer cases are responded to within the SLA, and in a professional manner. Act as the customer escalation contact, and ensure that such escalations are addressed appropriately. Accountability for customer satisfaction and contribution to the support knowledge base.