Principal Platform Architect - Retail and Hospitality

The Team

The Customer Excellence Group (CEG) at ServiceNow works with customers to help them achieve their business outcomes by providing Customer Success services. The group’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 Success Platform Architect is a trusted technical advisor and a valued partner for our customers digital transformation journey with ServiceNow. It is an advisory role, responsible for helping our customers establish a strong technical foundation in the ServiceNow platform.  The PA establishes and supports best practices around instance strategy, technical governance, core data, integrations and the overall health of the platform.  The PA guides both partner and customer resources to achieve their goals through leading practices, tools, accelerators and methodologies. This role interfaces with the customer across executive, platform owner, enterprise architects and development teams during all phases of the ServiceNow adoption lifecycle.

An ideal candidate will have extensive experience working as an enterprise or platform architect with a successful track record in technology strategy, platform governance, data and solution design.  They will have demonstrated the ability to drive standardization and best practice platform management, have led technical governance design and implementations to optimize platform performance. They will have thoughts and opinions to help minimize long-term technical risk.

What you get to do in this role:

• Develop strong relationships with the customer business leaders and platform owners to understand their vision and how ServiceNow plays in their digital transformation journey.
• Guide and support the execution of a technical governance processes
• Help develop standards and practices for maintaining the ServiceNow architecture model while maintaining the health of the ServiceNow platform
• Supports design and implementation of a platform operating model to achieve desired outcomes and foster end-user adoption
• Provide technical evaluation of demands against ServiceNow platform architecture, platform capabilities, and best practices
• Analyze and translate business information and technical requirements into an architectural blueprint with solutions to achieve complex business objectives
• Drive solid platform health by reviewing and guiding the remediation of configurations and customizations that do not align to ServiceNow leading practices.
• Advocate/champion ServiceNow’s Customer Success Impact advisory practices and methodology
• Guide a customer down a prescriptive integration and performance design review sessions
• Leverage existing Impact methodology and tools delivering best practices and expert services

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. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• Experience in hospitality and/or retail industry.
• Enterprise Architecture Experience
  • Enterprise or Solution Architect role and/or relevant experience.
  • Data modeling, core data design, security, integrations, configuration management
  • 5+ years large program experience leading architecture and design programs
• Retail and/or Hospitality Industry experience
  • 4+ years industry experience Retail and/or Hospitality
• Cloud Application Technology Experience
  • Experience in implementation of one or more cloud-based systems such as ServiceNow, Salesforce, Workday, Amazon Web Services (AWS), Azure, or Oracle Cloud
  • 3-4 years minimum of ServiceNow Platform Experience
  • SAAS / Cloud platform experience
• 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)
• Select Certifications recommended
  • ServiceNow CAD, CSA and/or CTA

• Additional Desired Competencies:

• Customer Focus
• Translates requirements to Demonstrate value
• Results Driven through cross functional teamwork
• Cultivates Innovation through collaboration
• Executive level communication skills
• Thrives in complexity
• Strategic mindset – thinks short and long term
• Excellent presentation and communication skills
• Travel up to 50%

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal 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. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance.

Export Control Regulations

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

From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license.

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.