Sr Principal Platform Architect
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Job Description
The Business Technical Architect for the Engage Central Platform is the business technical leader responsible for designing, solutioning, building, and maintaining ServiceNow's unified customer engagement platform that serves Expert Services and Partner consultants globally. This role translates business requirements into scalable, maintainable technical solutions while ensuring architectural integrity, platform performance, and development quality across the full delivery lifecycle.
As the technical counterpart to the Business Analyst, the Technical Architect owns the architecture for all capabilities on Engage Central —designing multi-tenant architecture, integrating AI capabilities, and ensuring that every technical solution aligns with the platform’s best practices and enterprise standards. This individual must excel at communicating complex technical concepts to executive leadership while maintaining hands-on technical leadership with development teams.
What you get to do in this role
Solution Architecture & Technical Design
• Design scalable ServiceNow solutions that meet business needs and follow best practices.
• Manage single-instance, multi-tenant Engage Central architecture, ensuring data isolation, access control, and easy onboarding.
• Develop technical design documents, diagrams, and specs for development teams and vendors.
• Solution and recommend ServiceNow features, customizations, or third-party integrations that best fit requirements.
• Work with the Business Analyst to confirm requirements, suggest alternatives, and align on business and technical constraints.
Platform Development & Implementation
• Experience deploying ServiceNow applications across CSM, SPM, and other suites, data models and workflows.
• Design custom ServiceNow apps for unique Engage Central needs beyond OOTB.
• Work with integration developers to architect integrations between Engage Central and external systems via REST APIs, MID Servers, and Integration Hub.
• Manage platform performance, scalability, and technical debt as usage expands.
• Oversee platform upgrades and releases with Digital Technologies to reduce service disruptions.
• Work with the AI Delivery Solutions team to launch new AI products and ensure smooth integration.
• Track ServiceNow’s AI/GenAI advancements and assess use of native and third-party AI features.
Development Team Leadership & Quality Assurance
• Assist scrum teams in architectural choices, code reviews, and technical troubleshooting.
• Assist, if necessary, with user stories, dependencies, acceptance criteria, collaborating with Business Analyst(s).
• Advise on technical standards and guidelines for work on the Engage Central.
Platform Governance & Enterprise Collaboration
• Ensure Engage Central architecture, hosting, and integrations comply with ServiceNow IT standards and security requirements by working with Digital Technologies (DT).
• Collaborate with Data Privacy and Legal teams to design data handling that meets GDPR, CCPA, and other regulatory standards.
• Coordinate with Core Business Systems to enable accurate and efficient data exchange between Engage Central and enterprise systems.
• Align with Global PMO to enforce methodology, compliance, and governance through automation in Engage Central.
• Participate in internal architecture reviews and technical governance forums to keep platform strategy consistent.
• Clearly explain technical concepts and decisions to executives and non-technical stakeholders using business language.
• Provide leadership with concise options and recommendations for architectural decisions, analyzing performance, cost, and risk.
• Advise on feasibility and effort estimates for roadmap features to support effective prioritization.
Platform Operations & Continuous Improvement
• Establish performance metrics to detect and resolve bottlenecks, scalability issues, and risks proactively.
• Maintain comprehensive platform documentation, including architecture diagrams, runbooks, operation procedures, and disaster recovery plans.
Requirements
Department: Customer Outcomes
Function: Consulting
Experience Level: Not Applicable