Principal Enterprise Architect- IT Products

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

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

Qualifications

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 architectu