Principal ServiceNow Platform Architect

The Principal ServiceNow Platform Architect is the technical authority for Dynatrace's ServiceNow environment. This role defines the platform architecture, establishes and enforces engineering standards, and sets the technical direction for all implementation work - whether delivered internally or through implementation partners. The Architect operates as a peer leader: influencing and guiding through deep expertise and design authority rather than through direct management, with formal approval authority over technical designs and the ability to override engineering decisions that conflict with platform standards.
This role sits within the ServiceNow Platform team, part of the AI, Data & Collaboration organization inside the Transformation Office. It is a critical hire that will shape how ServiceNow scales across Dynatrace for years to come - including current rollout phases across ITSM, Employee Center Pro, CMDB/CSDM, HRSD, and Asset Management, as well as the long-term evolution of the platform toward AI-assisted service delivery.

What You'll Do

• Define and own the ServiceNow platform architecture - including data models, integration patterns, scoped application design, and instance strategy - ensuring decisions are durable, scalable, and aligned with Dynatrace business objectives.
• Establish, document, and enforce platform engineering standards, coding guidelines, and governance practices that all engineers and implementation partners must follow.
• Review and approve technical designs across all active workstreams; exercise override authority when proposed solutions conflict with platform standards or long-term architectural integrity.
• Serve as the primary technical counterpart to implementation partners - directing their work, challenging design decisions, and ensuring deliverables meet Dynatrace standards.
• Lead solution design for complex, cross-functional implementations spanning ITSM, Employee Center Pro, CMDB/CSDM, HRSD, HAM/SAM, and IntegrationHub.
• Define integration architecture for connections between ServiceNow and enterprise systems - including the Dynatrace observability platform, SAP SuccessFactors, Jira, Boomi, Intune, SharePoint, Confluence, and others.
• Guide and oversee Now Assist and GenAI feature adoption - evaluating capabilities, defining appropriate use cases, and establishing guardrails for AI-assisted service delivery on the platform.
• Provide architectural oversight for CMDB/CSDM structure, Discovery configuration, and the Dynatrace-to-ServiceNow integration as a federated data source.
• Translate complex business and process requirements into platform solutions; consult with process owners and business stakeholders to challenge assumptions and ensure solutions address root needs.
• Advise on platform upgrade strategy and release management; evaluate new ServiceNow capabilities for adoption roadmap inclusion.
• Contribute to the multi-year ServiceNow platform roadmap, aligning technical evolution with Dynatrace's enterprise service management strategy.
• Mentor and elevate the technical capability of the ServiceNow Platform team through design reviews, knowledge sharing, and direct coaching.

This is a remote eligible position. Candidates who live within a 45 mile radius of Boston, MA; Detroit, MI; and Denver, CO will be required to work hybrid (2 days per week) out of our Dynatrace office.

Minimum Requirements

• 8+ years of progressive ServiceNow platform experience, including at least 3 years in an architecture, principal, lead, or senior engineering capacity - including candidates who are functioning as a platform architect in practice regardless of title.

Preferred Requirements

• ServiceNow Certified System Administrator (CSA).
• One or more ServiceNow Certified Implementation Specialist (CIS) certifications.
• Demonstrated expertise in ServiceNow platform architecture across multiple product areas - ITSM, CMDB/CSDM, Employee Center Pro, HRSD, HAM/SAM, and IntegrationHub.
• Deep understanding of the ServiceNow platform, including data models, scoped application development, update set management, and instance governance.
• Proven experience defining and enforcing platform standards in a multi-team or partner-delivered implementation environment.
• Strong integration design skills: REST/SOAP APIs, MID Server architecture, IntegrationHub spoke development, and event-driven patterns.
• Experience working directly with implementation partners - including the ability to direct, evaluate, and challenge partner technical output.
• Ability to translate long-term business requirements into platform architecture and communicate technical decisions clearly to non-technical stakeholders.
• Consultative mindset: approaches requirements with curiosity and rigor, asks probing questions, and pushes back constructively when a proposed solution does not address the underlying need.
• ServiceNow Certified Application Developer (CAD) - required or in active pursuit.
• ServiceNow Certified Technical Architect (CTA) designation.
• Experience with Now Assist, Virtual Agent, or other ServiceNow AI/GenAI capabilities.
• Familiarity with the Dynatrace observability platform and its integration patterns.
• Experience in a SaaS, software, or technology company undergoing enterprise service management transformation.
• Exposure to ITIL v4 framework and enterprise service management (ESM) strategy.

• A one-product software company creating real value for the largest enterprises and millions of end customers globally, striving for a world where software works perfectly.
• Working with the latest technologies and at the forefront of innovation in tech on scale; but also, in other areas like marketing, design, or research.
• A team that thinks outside the box, welcomes unconventional ideas, and pushes boundaries.
• An environment that fosters innovation, enables creative collaboration, and allows you to grow.
• A globally unique and tailor-made career development program recognizing your potential, promoting your strengths, and supporting you in achieving your career goals.
• A truly international mindset that is being shaped by the diverse personalities, expertise, and backgrounds of our global team.
• A relocation team that is eager to help you start your journey to a new country, always there to support and by your side.
• Attractive compensation packages and stock purchase options with numerous benefits and advantages.

DOE, salary $150K - $180K, plus Health, Dental, Life, STD, LTD, 401K, PTO. Total compensation may vary depending on candidate experience/education and location.

All your information will be kept confidential according to EEO guidelines.

We offer competitive compensation, company-sponsored premium benefits, medical, dental, vacation/holidays, company matching 401(k) Plan, etc. Dynatrace is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, gender identity, religion, national origin, ancestry, citizenship, physical abilities, age, sexual orientation, creed, disability status, veteran status, pregnancy, genetic status, or any other characteristic protected by law. If your disability makes it difficult for you to use this site, please contact [email protected]. Dynatrace participates in E-Verify, participant information in English and Spanish. Right to work information in English and Spanish. EEO is the Law. To be considered for this position, please upload your resume/CV.