Job Description

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.

*Must live in Toronto or nearby area*
Role Overview
Architects play a critical role in guiding customers through their digital transformation journey through leading solutioning and scoping (as required) discussions during pre-sales (role and level dependent) and driving the successful delivery of strategic, multi-workflow, term based projects.
Architects provide thought leadership, best practices, and expert guidance to ensure customers achieve long-term value from the ServiceNow platform. They engage with senior stakeholders, ensuring alignment between business objectives and technology solutions, playing a pivotal role in scaling ServiceNow expertise across internal and external teams. By establishing strong governance frameworks, reducing technical debt and enabling scalable solutions, they help customers optimize their platform strategy while maintaining agility and long-term sustainability.
You will be part of the Customer Outcomes team. Our purpose is to accelerate platform adoption and improve customer outcomes. We do this through a portfolio of services, delivered by outstanding consultants, using our ecosystem of partners, our leading practices, methodologies and tools based on our experiences from 1000's of customer engagements.
Key Responsibilities

• Act as an expert across an assigned term of contracts, typically engaged in ServiceNow's largest most strategically important accounts, providing architectural guidance, technical governance, and best practices
• Build strong relationships with customer technical and business leaders, to align ServiceNow solutions with business strategy
• Actively collaborate with GTM, Delivery, and other joint teams to bridge the gap between sales, solutioning, and execution
• Serve as an active contributor of leading practices, standards and thought leadership related to the ServiceNow platform
• Provide a point of view to the ServiceNow product strategy team to steer the product roadmap
• Work with the customer across executive, platform owner, enterprise architects, and development teams during the selling, structuring and implementation of solutions
• Be a technical expert across multiple engagements to guide customers, partners, and internal team members to provide successful customer solutions
• Provide a variety of knowledge across multiple workflows
• Develop relationships with technical and business leaders at the customer site to understand the role of ServiceNow in their digital transformation vision
• Translate goals to outcomes into a customer roadmap
• Translate business information and technical requirements into an architectural blueprint to achieve complex goals
• Engage with the customer's Enterprise Architects to position ServiceNow as the digital transformation platform standard, integrated with the customer's core applications
• Manage technical governance, and a delivery operating model and governance
• Ensure instance health by working with the engagement team to reduce technical debt and align to ServiceNow leading practices
• Support the sales effort by scoping and estimating the engagement and change orders
• Be an active contributor of leading practices and expertise related to the ServiceNow platform
• Maintain skills / certifications on the ServiceNow platform
• Support the professional development of others through means of mentoring

Qualifications
Our ideal candidate:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving
• 12+ years progressive experience as part of a professional services organization; or equivalent education/experience
• Minimum 2 years of ServiceNow Platform experience is required
• Canadian citizenship or permanent residency status and reside in Toronto, Canada or nearby area
• Management consulting experience
• Ability to travel up to 25%
• Creativity with comfort running programs independently within a 'startup paced' environment
• Success driving complex issues through analysis and resolution
• Ability to relay complex information to diverse set of audiences, both technical and non-technical
• ServiceNow certifications in aligned workflow
• Industry domain expertise in Financial Services or Public Sector preferred
• Large program experience leading architecture and design
• Enterprise architecture experience
• Cloud application technology experience

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. . 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 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.
From Fortune. 2025 Fortune Media IP Limited. All rights reserved. Used under license.

Skills Required