You will be part of the Customer Excellence Group (CEG). 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 1000's of customer engagements. We help our customers realize value faster and reduce risks. Successful candidates will join a team of experts focused on our Financial Services customers, with a particular focus on Banking customers.

What you get to do in this role:

The Platform Architect is a strategic technical leader responsible for helping our customers architect, mature, and governing scalable, secure, high-performing solutions on the Service Now platform. You will have the opportunity to shape the transformation for leading global financial institutions and work with the latest in AI advancements. Platform Architects ensure customers use leading practices around instance strategy, technical governance, core data, integrations and the technical health of the platform. This is a consultative role. Platform Architects work closely with business stakeholders, technical teams, and external partners to align platform capabilities with business objectives, adopt best practices, and drive AI and digital transformation initiatives. They:

· Develop relationships with customer executives, platform owners, architects, and development teams help them understand the role of Service Now in their transformation vision.

· Guide customers in the architecture of end-to-end Service Now solutions across multiple modules such as ITSM, CMDB/CSDM, ITOM, HRSD, Sec Ops, SPM, CSM, and Creator Workflows.

· Translate goals and desired into an architectural roadmap.

· Engage with the customer's Enterprise Architects to position Service Now as the digital transformation platform standard, integrated with their core applications.

· Ensure instance health by working to reduce technical debt and align to Service Now leading practices.

· Be an active contributor of leading practices and expertise related to the Service Now platform.

· Maintain the skills and certifications that are relevant to your customers and your role.

· Mentor others in their professional development.

· Evaluate and recommend new Service Now capabilities, including AI, agentic automation, and LLM integrations.

· Help customers adhere to Service Now architecture guardrails and coding standards.

· 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.

· Present platform strategy and design decisions to stakeholders and leadership.

To be successful in this role you have:

· 10+ years progressive experience as part of a professional services organization and/or Service Now platform team, or equivalent experience

· Experience in operational and/or implementation leadership roles on a large-scale Service Now deployment

· Experience working with functional business leaders to identify business objectives and develop outcome-focused roadmaps

· 3+ years in an Enterprise or Solution Architect role, or relevant experience

· Knowledge of data modeling, CMDB design, data strategies, platform security, and integration.

· Cloud application technology experience

· Familiarity with Enterprise Platforms in addition to Service Now

· A strong customer focus

· The ability to thrive in complexity

· A strategic and collaborative mindset

· Excellent presentation and communication skills

· Strong executive communication skills

· Ability to travel up to 50% of the time.

Preferred Qualifications:

· Financial Services / Banking experience

· Experience with agentic AI capabilities (e.g., LLM orchestration, generative workflows, Now Assist)

· Familiarity with CI/CD pipelines, DevOps tools, and Automated Testing Framework (ATF)

· Certified Master Architect (CMA) or Certified Technical Architect (CTA) in good standing, or the willingness to obtain one of those certifications.

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 Service Now employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, Service Now may confirm the distance between your primary residence and the closest Service Now office using a third-party service.

Equal Opportunity Employer

Service Now 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), Service Now may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon Service Now 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 — Service Now 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.