Platform Strategist

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

Organization: Customer Health Assurance (CHA)
Team: CTRL+ (Customer Transformation & Results Labs Plus)

What you get to do in this role:

• Deliver CHA engagements that assess platform health, identify technical debt, and define modernization strategies across ServiceNow instances.
• Diagnose systemic issues in architecture, configuration, performance, upgradeability, and governance — and turn them into clear, actionable roadmaps.
• Lead working sessions with customer teams and ServiceNow stakeholders to translate platform challenges into measurable transformation outcomes.
• Provide crisp, technically grounded guidance that aligns with ServiceNow guardrails and promotes long-term maintainability.
• Collaborate across Field, Product, Expert Services, Inspire, and Partner teams to drive delivery alignment and platform excellence.
• Contribute to the development and refinement of CTRL+ playbooks, diagnostic tools, and strategic methods.
• Participate in executive-level briefings and customer strategy sessions with credibility, clarity, and technical authority.

Qualifications

To be successful in this role, you should have:

• Deep platform expertise across ServiceNow, particularly in architecture, configuration quality, and performance optimization.
• Experience delivering modernization or transformation initiatives in complex, multi-domain or regulated environments.
• Strong communication skills — able to move between technical stakeholders and executive audiences without losing clarity or precision.
• Proven ability to lead discovery, assessments, or remediation planning engagements that balance customer needs with ServiceNow best practices.
• Comfort operating in high-ambiguity, high-complexity environments with cross-functional alignment pressure.
• A curious, systems-oriented mindset — always looking beyond symptoms to solve the core issue.

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 [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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