Senior Platform Architect - Customer Success

About the role

The Customer Success Senior Platform Architect is an advisory role at ServiceNow in Helsinki, helping customers build a technical foundation in the ServiceNow Platform and design solutions that deliver outcomes. It is a consultative role guiding ServiceNow, partner and customer employees on instance strategy, technical governance, core data, integrations and platform health, working with customers from executives and platform owners down to development teams.

Key responsibilities

• Act as an architectural advisor across multiple engagements, guiding customers, partners and internal team members toward successful solutions.
• Build relationships with the customer's CoEI and business leaders to understand ServiceNow's place in their digital transformation vision.
• Turn goals into a customer roadmap and turn business needs and technical requirements into an architectural blueprint.
• Engage with Enterprise Architects to position ServiceNow as the standard digital transformation platform integrated with core applications.
• Manage technical governance and a delivery operating model, and ensure instance health by reducing technical debt and applying leading practices.
• Support sales by scoping and estimating engagements and change orders.
• Share leading practices and expertise on the ServiceNow platform.

Required profile

• 8+ years of progressive experience in a professional services (SaaS) organization, or equivalent education and experience.
• Management consulting experience.
• Experience driving complex issues through analysis and resolution.
• Industry domain expertise and large program experience leading architecture and design.
• Right to work in Finland.
• Fluent in Finnish and English.

Required skills

• Experience integrating AI into work processes, decision-making or problem-solving, such as using AI-powered tools, automating workflows or analysing AI-driven insights.
• Enterprise architecture and cloud application technology experience.