About this role
Job Description Platform Architect - ServiceNow, ITSM, CMDB, CSDM & AI Strategy
Location:
? Canada - Remote
Duration:
? 24 months
Role Overview:
? We are seeking a trusted and experienced Platform Architect (PA) to act as a key architectural advisor to our customers.
? The primary purpose of this role is to ensure customers realize the full value of their ServiceNow investment.
? The Platform Architect will guide customers in identifying and sequencing the adoption of capabilities that align with their business outcomes, delivering value quickly and sustainably, and ensuring the long-term health and scalability of their platform.
? This is an advisory role focused on shaping the customer's platform strategy and direction through expert guidance rather than direct implementation.
Key Responsibilities:
Architectural Advisory:
? Translate customer business objectives into a coherent platform strategy.
? Guide customers in defining their platform roadmap, sequencing workflow adoption, and conducting solution design reviews.
Platform Health & Governance:
? Lead technical governance discussions to establish frameworks that prevent platform health degradation over time.
? Interpret platform health reports and advise on remediation plans for maintainability, performance, security, and upgradeability.
Risk Management:
? Proactively identify, track, and assess risks across architectural, technical, and platform health dimensions.
? Advise customers on mitigation strategies to ensure risks are managed before they become incidents.
Customer Engagement:
? Build and maintain strong relationships with customer stakeholders, from technical teams to senior leadership.
? Facilitate architectural reviews, executive conversations, and workshops.
Technical Expertise:
? Demonstrate platform capabilities and guide customers through ServiceNow functionality.
? Maintain deep expertise in a few core areas while having broad knowledge across the entire ServiceNow platform.
Strategic & Conceptual AI Expertise:
? Guide customers in adopting AI capabilities on the ServiceNow platform.
? Advise on how AI capabilities fit within broader organizational AI strategy and align AI capabilities to business outcomes.
Required Skills and Competencies:
? Ability to design scalable, secure, and high-performing ServiceNow platform architectures that translate business objectives into sound architectural decisions.
? Proven ability to build and sustain trusted relationships across all organizational levels, from working teams to the C-suite, and influence outcomes through credibility and deep relationships.
? Excellent communication skills, with the ability to convey complex architectural decisions, risks, and platform direction to diverse audiences, including executive stakeholders.
? Ability to diagnose the root cause of complex, multi-threaded problems, evaluate options, and develop scalable resolution approaches.
? Understand and engage with the customer's industry context, business model, and strategic priorities to connect platform decisions to business outcomes.
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