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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.

Digital Technology

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.

What You Will Do

We are seeking a **Principal ITSX Architect** to lead the strategy, architecture, and innovation roadmap for the Digital Technology team. The ideal candidate brings strong experience in digital platforms, automation, and IT transformation, with the ability to connect technology solutions to business outcomes. In this role, you will leverage **ServiceNow modules** along with the broader **IT ecosystem** to shape an integrated technology strategy that drives business value, operational excellence, and continuous innovation across the organization.

Key Responsibilities

Architecture Orchestration

+ Design for **resilience, observability, scalability, cost-efficiency,** while maintaining alignment with enterprise architecture principles.

+ Provide end-to-end architectural guidance across all **ServiceNow modules** (ITSM, ITOM, ITAM, SPM, App Engine, etc.) **within the broader enterprise IT ecosystem** .

+ Ensure ServiceNow solutions integrate seamlessly with **enterprise systems** , including **cloud platforms & observability** .

+ Design for **resilience, observability, scalability, cost-efficiency,** while maintaining alignment with enterprise architecture principles.

+ Guide architecture reviews, technical steering, and innovation prioritization forums that span **ServiceNow and adjacent enterprise technologies** .

Platform Strategy & Governance

+ Develop and promote an **enterprise-wide platform strategy** that positions ServiceNow as an integral component of the **digital operations and automation landscape** , not a standalone tool.

+ Define **governance models, platform adoption roadmaps, and design standards** aligned with business outcomes, security policies, and the overall **IT strategy and technology vision** .

Executive & Stakeholder Engagement

+ Translate complex platform, AI, and automation strategies into **business-aligned narratives** for executive stakeholders, highlighting how ServiceNow contributes to broader IT transformation goals.

+ Champion **mentorship, knowledge sharing, and capability development** across architecture, engineering, and operations teams to strengthen enterprise-wide technology literacy.

Broader IT & Technology Awareness

+ Maintain a comprehensive understanding of the **IT landscape** , including trends in **cloud-native architectures, DevOps, observability, ITIL/IT4IT, data management, and cybersecurity** .

+ Evaluate how emerging technologies can enhance ServiceNow and its role in the IT ecosystem.

+ Ensure architectural decisions support **end-to-end service delivery, operational efficiency, and digital resilience**

Required:

+ Experience in leveraging or critically thinking about how to integrate AI into work processes, directives, or problem-solving. This may include using AI-powered tools, automating workflows, exploring AI-derived insights, or exploring AI’s potential impact on the function or industry.

+ 12+ years of experience in enterprise architecture or platform engineering roles, with 6+ years in ServiceNow .

+ Deep understanding of ServiceNow’s architecture, extensibility model, and product roadmap.

+ Deep understanding of ServiceNow architecture, data models, integration patterns (REST, SOAP, MID Server), and performance optimization techniques.

+ Strong knowledge of CMDB design, discovery patterns, and event correlation as part of ITOM implementations.

+ Experience with platform governance, customization vs configuration strategy, and technical debt management.

+ Strong influence, cross-functional communication, and storytelling abilities.

+ Experience managing other architects and technical principals

Preferred:

+ ServiceNow Certified Technical Architect (CTA) or equivalent.

+ Experience in deploying AI-powered workflows and copilots in enterprise platforms.

+ TOGAF, SAFe, or other enterprise architecture certifications.

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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 and their assigned work location. Learn more here (https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/other-document/careers/new-world-of-work-personas.pdf) . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

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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