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Senior Platform Architect

Element AI

Element AI

Atlanta, GA, USA
Posted on Thursday, July 11, 2024

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

The Team

The Customer Outcomes team at ServiceNow works with customers to help them achieve their business outcomes by providing Customer Success services. The team’s purpose is to accelerate customers’ adoption of the ServiceNow platform, enabling customers to realize value faster, reduce costs and reduce risks.

The Role

The Customer Outcomes Platform Architect is an advisory role, responsible for helping our customers establish a strong technical foundation in the ServiceNow Platform and design solutions that drive business outcomes. This entails establishing and supporting best practices around instance strategy, technical governance, core data, integrations and the overall health of the platform. This is a highly consultative role that does not perform configuration on the platform, but and instead guides both partner and customer resources to achieve their goals through leading practices.deliver best practices. This role interfaces with the customer across executive, platform owner, enterprise architects and development teams during the selling, structuring, and implementation, and on-going operations related to of ServiceNow solutions.

An ideal candidate will have experience working as an enterprise architect with a successful track record in management consulting, (professional services firms or cloud software company), focused on technology strategy, governance, data and solution design. They will have demonstrated the ability to become a trusted advisor to senior executives and facilitate customer success from strategic or annual planning functions including business value identification, road mapping, as well as advising and defining successful execution strategies including governance frameworks and managing large enterprise programs.

What you get to do in this role:

  • Developing strong relationships with the c suite and business leaders to understand the client’s vision and how ServiceNow plays in their digital transformation journey. Translate business objectives to outcomes through the visual customer roadmap.

  • Interact with customer architecture personnel (enterprise and solution) Enterprise architecture to:

    • Analyze and translating translate business information and technical requirements into an architectural blueprint that outlines solutions to achieve complex business objectives

    • To position ServiceNow as the system of action to enable the integrated digital transformation roadmap

    • Establish and advise on the technical governance related domains and associated processes

  • Drive solid platform health by reviewing and guiding the remediation of configurations and customizations that do not align to ServiceNow leading practices.

  • Work with clients and ServiceNow teams to establish delivery operating model governance to ensure successful go-lives, end-user adoption and on-going support

  • Advocate/champion ServiceNow’s advisory leading practices and industry use cases with clients

  • Contribute thought leadership (methodology and white papers) on how advisory and co-delivery can optimize customer outcomes

  • Guide a customer down a prescriptive solution design and manage through the technical implementation decision points

  • Define solutions across the platform that align to delivered capabilities


To be successful in this role, we need someone who has:

  • Consulting Experience
    • Management Consulting Experience preferred, (Big 4, Strategy Firm) or OEM software or Cloud company
    • 3+ years of experience in management consulting leadership roles at a top-tier consulting company focused on technology (Digital/SaaS/Enterprise Software)
    • Fortune 500 or OEM Software or Cloud Company enterprise architect
    • Career progression (Technical, Architecture)
  • Experience working with functional business leaders to:

    • Identify business objectives and develop outcome-focused roadmaps
    • Guide large Consulting/SI organizations.
  • Large Program Experience

    • 3+ years large program experience leading architecture and design
  • Enterprise Architecture Experience

    • Enterprise or Solution Architect role and/or relevant experience.
    • Data modeling, core data design, security, integrations, configuration management
  • Cloud Application Technology Experience

    • Experience in implementation of one or more cloud-based systems such as SalesForce, Workday, Amazon Web Services (AWS), Azure, or Oracle Cloud
    • 1-2 years of ServiceNow Platform Experience is desired but not required
    • Cloud platform experience desired
    • Familiarity with Enterprise Platforms

Required Competencies:

  • Customer Focus

  • Translates requirements to Demonstrate value

  • Collaborative

  • Results Driven

  • Cultivates Innovation

  • Executive level communication skills

  • Consultative perspective

  • Thrives in complexity

  • Strategic mindset

  • Software Development background

  • Excellent presentation and communication skills

  • Travel up to 50%

Additional Information

ServiceNow is an Equal Employment 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.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at [email protected] for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site.

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