Senior Platform Architect - job 1 of 3

As a Senior Platform Architect at ServiceNow, you will be responsible for advising customers on establishing a sound technical foundation on the ServiceNow platform. You'll engage with executives, platform owners, and enterprise architects to ensure that solutions are designed and implemented for long-term success, aligning best practices in areas such as instance strategy, technical governance, and integration. Your role will also involve promoting ServiceNow as a standard digital transformation platform and translating complex goals into customer roadmaps.

To qualify for the Senior Platform Architect role at ServiceNow, candidates should have over 8 years of progressive experience in a professional services organization and strong management consulting experience. Familiarity with AI integration into work processes, enterprise architecture, and cloud application technology are essential. Additionally, ServiceNow certifications in relevant workflows are highly beneficial, alongside the ability to travel as needed.

A typical day for a Senior Platform Architect at ServiceNow involves engaging with customers from various levels, focusing on understanding their business needs and translating those into actionable solutions. You will review and analyze existing architectures, manage technical governance, and collaborate with internal teams to drive successful engagement outcomes. Networking with CoE leaders to align ServiceNow's offerings with their digital transformation goals is also a core part of your daily responsibilities.

At ServiceNow, your career development is a priority. The company fosters a culture of continuous learning and professional growth through various training programs and resources. As a Senior Platform Architect, you’ll have access to workshops, mentorship schemes, and networking opportunities with industry leaders. ServiceNow encourages its employees to stay on the cutting edge of technology and best practices, enhancing both individual skills and team performance.

Yes, travel is required for the Senior Platform Architect position at ServiceNow. You will be interacting with clients on-site to facilitate discussions, gather requirements, and guide implementation processes. While the extent of travel may vary depending on customer needs and project scope, candidates should be prepared for occasional travel to engage directly with clients and partners.

To design a solution for a client using the ServiceNow platform, I would first conduct a comprehensive needs assessment by engaging with key stakeholders to understand their business processes and objectives. Next, I’d analyze their current architecture, identify opportunities for innovation, and collaboratively draft a solution roadmap that aligns with their strategic goals. Continuous feedback and iteration are crucial to ensure the solution maximally benefits the client.

In my previous roles, I have leveraged AI by implementing AI-driven tools to automate manual workflows, providing insights that enhance decision-making. For instance, I utilized machine learning algorithms to predict workload peaks and optimize resource allocation. I believe in exploring AI’s potential impact thoroughly and continuously evaluating its effectiveness for better outcomes in workflow processes.

To manage technical governance effectively, I establish clear guidelines and best practices and promote open communication among all stakeholders involved in the project. Regular audits of technical decisions, maintaining comprehensive documentation, and engaging with clients on expectations are also critical. My goal is to ensure compliance and alignment with industry standards while adapting to the client's specific needs.

To ensure instance health, I regularly monitor performance metrics and conduct health checks to identify potential issues. I also emphasize reducing technical debt by continuously updating the client’s instance and implementing best practices and patches. Engaging with the internal team to address any flagged concerns promptly ensures that the instance remains robust and reliable.

In a previous position, I faced a challenging integration issue between ServiceNow and a client's legacy systems. By conducting a root cause analysis, collaborating with both the client and our technical team, and using an iterative approach, I was able to identify the bottlenecks and implement a phased integration strategy. This not only resolved the issue but also improved the overall system performance significantly.

Building relationships with business leaders involves an initial focus on understanding their strategic goals and pain points. Regular check-ins, providing value through insights and expert recommendations, and actively involving them in the decision-making process help establish trust and rapport. My approach includes transparent communication and ensuring that I am viewed as a reliable advisor committed to their success.

Creativity is essential in my role as a Senior Platform Architect, especially when developing innovative solutions to meet diverse client needs. It allows me to think outside the box and come up with unique strategies that utilize the full capabilities of the ServiceNow platform. I often find that unconventional approaches lead to improved efficiencies and outcomes for clients, helping their digital transformation initiatives.

Handling conflicting requirements involves active listening and clear communication. I would facilitate discussions with all relevant stakeholders to gain insights into their priorities and concerns. By focusing on collaborative problem-solving, I strive to find common ground and propose solutions that balance the needs of diverse parties while keeping the project objectives in mind.

I've conducted numerous workshops and training sessions, aimed at empowering clients to fully utilize the ServiceNow platform's functionalities. My workshops usually include interactive elements, real-world scenarios, and hands-on exercises to facilitate deeper understanding. I tailor each session to the audience's knowledge level and needs, ensuring that they leave with practical skills and confidence.

When evaluating the success of an implementation, I consider several metrics, including user adoption rates, performance reported by users, the reduction of manual processes, and overall customer satisfaction. Additionally, I look at how well the implementation aligns with the established business goals and whether it meets or exceeds the defined success criteria in the project plan.