Company Description

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.

Job Description

We’re not yesterday’s IT department, we're Digital Technology. The world around us keeps changing and so do we. We’re redefining what it means to be IT with a mindset centered on transformation, experience, AI-driven automation, innovation, and growth. We’re all about delivering delightful, secure customer and employee experiences that accelerate ServiceNow’s journey to become the defining enterprise software company of the 21st century. And we love co-creating, using, and highlighting our own products to do it.

Ultimately, we strive to make the world work better for our employees and customers—when you work in ServiceNow Digital Technology, you work for them.

Emerging Technology Group (ETG) is ServiceNow’s DT internal incubation group. Being customer zero for ServiceNow products we ensure the products work for us internally and deliver value as it gets in the hands of our customers. With AI everywhere we are responsible for advance technology services which cuts across the enterprise like Search, Conversational Interfaces, Automation, and helping our DT developers to be productivity to build enterprise grade products on ServiceNow Platform. We are focused on accelerating innovations and developing new concepts, forward-thinking solutions and products leveraging ServiceNow’s Intelligent platform.

About the Role

As the Principal Architect, you will be a key influencer and technical leader, driving the evolution of the ServiceNow platform to revolutionize software delivery for internal teams and business users. Your expertise will ensure the platform’s scalability, adoption of GenAI capabilities, and the implementation of best practices across instance strategy, governance, integrations, and technical health. This is an exceptional opportunity to define the vision for how our company works and deliver transformative solutions that make work better for our employees.

Key Responsibilities:

• Platform Leadership: Define and lead the strategy, adoption, and process improvements for the ServiceNow platform, enabling internal customers (executives, platform owners, enterprise architects, and developers) with best practices.
• Thought Leadership: Mentor teams in both advisory and delivery capacities, focusing on improving delivery processes and platform capabilities.
• Governance and Strategy: Drive technical governance by establishing standards for platform architecture, data integrity, integrations, and technical health.
• Problem Solving and Vision: Solve complex challenges by creating innovative, scalable solutions, leveraging your in-depth understanding of the platform.
• Collaboration with Stakeholders: Facilitate critical discussions with senior leaders to define strategic business cases, identify measurable benefits, and align on platform objectives.
• Software Delivery: Work with product owners to translate detailed requirements into high-quality designs and implement clean, scalable, and reusable code. Enforce best practices such as code reviews, unit testing, and continuous integration.
• Innovation: Design and implement new platform features while enhancing and maintaining existing ones to drive continuous improvement and innovation.
• Documentation and Training: Create clear, concise documentation to support decision-making and conduct training sessions to promote organization-wide adoption of emerging ServiceNow features and practices.
• Domain Expertise: Stay at the forefront of industry trends, emerging technologies, and platform capabilities to evangelize a clear vision and strategy across stakeholders.

Qualifications

To thrive in this role, you should bring:

• Extensive Experience: Ideally 12+ years of overall technical experience within software development.
  • 5+ years of experience within the ServiceNow platform.
  • 2+ years of architecture experience on the platform.
• Strong Technical Expertise: Depth in ServiceNow capabilities, integrations, and GenAI features, with the ability to create innovative solutions based on best practices.
  • ServiceNow certified CAS (Certified Application Specialist) and CAD (Certified Application Developer) preferred.
  • Proficient in ServiceNow solution architecture: able to design scalable, secure, and maintainable solutions.
  • API Management: Proficiency in REST, and other web service protocols for integrating ServiceNow with external systems (e.g., SAP, Salesforce).
  • Programming Skills: Strong coding abilities in JavaScript (and specific ServiceNow APIs and libraries) for scripting, automation, and custom solutions.
• Leadership and Mentorship: Demonstrated ability to mentor teams, provide thought leadership, and lead organizational adoption of new platform capabilities.
• Collaboration and Communication Skills: Exceptional organizational, presentation, and communication skills to drive collaboration across teams and stakeholders.
• Continuous Improvement Mindset: Proactive in recommending optimizations and promoting best practices for the platform.
• Team Player: Strong ability to work independently while thriving in highly collaborative, team-based environments.

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Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

Additional Information

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. Learn more here.

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 [email protected] 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.

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