ServiceNow Platform Architect

Role Summary

Provide end-to-end architecture and technical governance for enterprise ServiceNow implementations, ensuring scalability, security, maintainability, integration quality, upgradeability, and alignment with platform standards and business strategy.

Key Responsibilities

• Define platform architecture, technical standards, design patterns, and multi-year roadmaps.
• Own instance strategy (single vs. multi-instance, sub-production, cloning), Domain Separation decisions, and data-residency considerations.
• Lead solution design across multiple ServiceNow workflows (ITSM, ITOM, CSM, HRSD, SecOps, SPM, custom apps) and enterprise integrations.
• Define integration architecture using IntegrationHub, MID Servers, REST, event-driven patterns, and streaming where appropriate.
• Govern data model, CMDB/CSDM, security (ACL strategy, SSO/MFA, encryption, High Security settings), custom applications, and technical debt.
• Establish a design authority, code review standards, Instance Scan, ATF quality gates, and CI/CD/source-control practices.
• Plan upgrade strategy for twice-yearly family releases and AI/Now Assist platform readiness.
• Advise on licensing and consumption implications (e.g., IntegrationHub transactions, AI usage).
• Guide developers, technical leads, and implementation teams; support complex troubleshooting and major technical escalations.
• Partner with enterprise architects, security, and business leaders on platform strategy.

Required Qualifications & Skills

• 10+ years in IT, including 7+ years on ServiceNow and 3+ years in an architect role.
• Extensive implementation and architecture experience across multiple ServiceNow workflows.
• Deep understanding of platform architecture, scripting, integrations, security, performance, and data models.
• Strong knowledge of CMDB/CSDM and enterprise architecture patterns.
• Demonstrated experience leading large, complex ServiceNow programs.
• Strong executive and technical communication skills.

Preferred Qualifications

• CSA, CAD, and multiple CIS certifications.
• ServiceNow Certified Technical Architect (CTA) strongly preferred; Certified Master Architect (CMA) a plus.
• Experience with global, multi-domain, or regulated enterprise ServiceNow environments.

General Expectations

• Work effectively in Agile/Scrum or hybrid delivery environments and collaborate with distributed, multi-time-zone teams.
• Produce clear technical/functional documentation and follow established development, security, change, and release standards.
• Communicate effectively with technical teams, business stakeholders, and client leadership.
• Support production issues, releases, or scheduled activities outside standard business hours when required by the engagement.