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
ServiceNow is looking for an experienced Data Platform Architect to join our Customer Journey Data Platform and Insights team. This is a senior-level, hands-on architecture role focused on building a unified, intelligent data platform that brings together signals across the entire customer journey — from product usage and learning engagement to support interactions and community activity.
You will play a critical role in designing and delivering a scalable, secure, performant and AI-ready data platform that powers customer understanding, insights generation, and value-driven actions. Experience with the ServiceNow platform, enterprise software, and AI/ML integration is highly preferred.
Key Responsibilities
Platform Architecture & Design
Design and lead the technical architecture for a unified customer journey data platform leveraging modern data and AI technologies.
Define data modeling standards, integration blueprints, and lifecycle management practices.
Architect scalable, distributed data systems including data lakes, data mesh, data fabric, data warehouses, and real-time processing pipelines.
Create reusable architectural patterns that support real-time and batch processing across structured and unstructured datasets.
Technical Strategy & Leadership
Partner with engineering, product, and analytics teams to align technical roadmaps with customer insights and business objectives.
Translate business needs and customer signals into data solutions and architectural strategies.
Provide thought leadership in evaluating and implementing cutting-edge tools, frameworks, and best practices.
Drive architectural governance, review processes, and architecture maturity models.
Cloud, Governance, and Security
Design and optimize cloud-native solutions using Azure, Snowflake, Databricks, and other modern platforms.
Establish governance frameworks ensuring data quality, privacy, lineage, and compliance across all sources.
Implement robust data security practices, including RBAC, encryption, and access auditing.
AI/ML & Analytics Integration
Architect platforms to support AI/ML workflows, including feature stores, model inference pipelines, and feedback loops.
Work closely with data scientists and ML engineers to embed intelligence across customer journeys.
Enable data democratization and advanced insights through curated datasets, semantic layers, and analytical products.
ServiceNow Platform Alignment
Integrate deeply with ServiceNow platform data models, APIs, and event based systems.
Architect solutions that enhance customer understanding within IT/DT software domains and workflows powered by ServiceNow.
Ensure platform extensibility and API-driven architecture supports self-service analytics, operational workflows, and personalization.
Qualifications
To be successful in this role you have:
- Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry.
- 15+ years of hands-on experience in data architecture, platform engineering, and enterprise analytics.
- Strong background in enterprise digital technology domains and experience working with or building on the ServiceNow platform.
- Proven expertise in designing data ingestion, storage (e.g., Delta Lake, BigQuery, Snowflake, Databricks), processing (e.g., Spark, dbt), and orchestration (e.g., Airflow).
- Hands-on experience with data modeling, ETL/ELT, streaming, and batch data pipelines.
- Deep knowledge of SQL, data governance, data security, and privacy regulations (GDPR, CCPA).
- Strong understanding of APIs, data contracts, and platform-as-a-product concepts.
- Strong understanding of CI/CD pipelines, GitHub, Jenkins, and deployment automation for data platforms.
- Familiarity with tools such as Power BI, Looker, or equivalent BI/visualization platforms.
- Excellent communication and stakeholder collaboration skills.
Additional Information
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. 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 globaltalentss@servicenow.com 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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