ServiceNow Architect
This role is responsible for defining, governing, and evolving the ServiceNow platform across the enterprise. This leader ensures alignment with business objectives and digital transformation initiatives, delivering scalable, secure, and high-performing solutions. The role also drives platform adoption, long-term platform value, and alignment between enterprise business capabilities and the ServiceNow product roadmap. The architect will collaborate with senior leadership, technical teams, and external partners to design and implement innovative ServiceNow capabilities that drive operational excellence and business value.
Key Responsibilities
Platform Strategy & Architecture
- Define and own the ServiceNow platform architecture and roadmap, aligned with enterprise strategy.
- Establish and enforce platform governance, standards, and best practices.
- Own the ServiceNow platform roadmap by balancing business priorities, platform scalability, technical debt, and future platform capabilities.
- Create and maintain technical design documentation, architecture diagrams, and platform standards.
Solution Design & Delivery
- Lead design and implementation across ServiceNow modules: ITSM, ITOM, CSM, HAM, SAM, CMDB, Discovery, SPM, and GenAI/Now Assist.
- Design scalable solutions using Flow Designer, Workflow Data Fabric, APIs, MID servers, and custom applications.
- Oversee upgrades, patches, cloning, and environment strategy (Dev, Test, Sandbox, Prod).
- Identify opportunities to standardize and automate enterprise business processes across multiple business functions through the ServiceNow platform.
Integration & Data Management
- Drive integration strategy with enterprise systems (Entra ID, Azure, AWS, Zabbix, Tanium, Cisco ISE, Salesforce, Microsoft 365).
- Ensure CMDB health, data quality, and reconciliation strategies.
- Manage and optimize license usage and platform costs.
- Support long-term platform sustainability through lifecycle planning, license optimization, and continuous platform improvement.
Governance & Compliance
- Partner with security and infrastructure teams to ensure compliance and risk mitigation.
- Support design and implementation of a platform operating model to achieve desired outcomes and foster adoption.
- Define governance processes for evaluating new platform capabilities and ensuring consistent adoption across business domains.
Leadership & Mentoring
- Provide technical leadership and mentoring to developers and administrators.
- Guide teams on configuration and coding standards, prototyping, and accelerating time-to-deployment.
- Act as a trusted advisor to business stakeholders, promoting platform best practices and supporting organizational adoption of new ServiceNow capabilities.
Qualifications:
Education:
- Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field.
- Master's degree in a relevant field (e.g., MBA, M.S. in Information Technology) preferred.
Required Experience, Skills & Competencies:
- 8+ years hands-on experience with ServiceNow.
- Certifications: CSA, CAD required; CTA / CIS preferred.
- Strong experience with ITSM, ITOM, CMDB, Discovery, HAM, SAM, and CSM.
- Deep understanding of ServiceNow architecture patterns and performance optimization.
- Expertise in enterprise integrations and data synchronization.
- Proven ability to lead multi-instance strategies and complex migrations (clones, splits, consolidations).
- Experience in GenAI / automation (Now Assist, Virtual Agent, NLU, AI Search preferred).
- Excellent stakeholder management and communication skills.
- Ability to translate business requirements into scalable technical solutions.
- Experience defining ServiceNow platform roadmaps, governance models, or enterprise operating models is considered a strong advantage.
Preferred Qualifications
- Cloud architecture experience (Azure/AWS).
- Performance Analytics & Reporting expertise.
- Experience with large transformation programs (M&A, carve-outs, global rollouts).
- Familiarity with Agile / SAFe / DevOps methodologies.
Key Attributes:
- Visionary Leadership: Ability to think strategically, innovate, and implement technology solutions that support the business long term.
- Collaboration & Influence: Capable of building relationships across various business units and senior management to drive organizational change.
- Business Acumen: Understanding of how IT aligns with and drives business goals, particularly in corporate functions.
- Problem-Solving: Skilled in resolving complex technical challenges while balancing business needs.
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