ServiceNow Architect

Role Description

The Senior ServiceNow Architect will partner with executive stakeholders, enterprise architects, business leaders, process owners, and technical teams to translate business objectives into scalable ServiceNow platform strategies and solution architectures. The architect must be comfortable presenting to a wide range of client personas, from C-suite and business sponsors to platform owners, developers, administrators, and operational teams.

This role requires strong leadership capabilities, including the ability to guide and mentor a large, diverse team of ServiceNow practitioners across architecture, development, configuration, integration, testing, and delivery activities. The architect will be responsible for establishing solution standards, reviewing technical designs, ensuring platform best practices, and maintaining alignment between business outcomes, platform governance, and delivery execution.

The Senior ServiceNow Architect is expected to lead structured discovery and design workshops with executive sponsors, business process owners, platform teams, and technical stakeholders to define outcomes, assess current-state capabilities, and shape scalable future-state ServiceNow solutions. This includes:

• Translating business challenges into ServiceNow capabilities
• Facilitating alignment across competing priorities
• Documenting architectural decisions
• Ensuring workshop outputs are converted into clear roadmaps, implementation backlogs, and actionable delivery plans

The Senior ServiceNow Architect is also responsible for establishing and reinforcing platform governance, solution standards, design review practices, and delivery guardrails across large ServiceNow programs. In addition, the architect provides mentorship and technical leadership to a diverse team of ServiceNow practitioners, helping architects, developers, business analysts, and administrators apply best practices, improve delivery quality, reduce technical debt, and build sustainable client capabilities across the platform lifecycle.

Qualifications

• 10+ years of relevant enterprise IT and ServiceNow experience
• ServiceNow Certified Technical Architect certification required
• Minimum 12 active ServiceNow CIS certifications required
• Proven experience leading large-scale ServiceNow implementations and transformation programs
• Strong executive communication, stakeholder management, and presentation skills
• Demonstrated ability to lead diverse, multi-disciplinary ServiceNow delivery teams
• Deep knowledge of ServiceNow platform architecture, governance, integrations, CMDB, security, and application design
• Ability to balance business outcomes, technical feasibility, delivery constraints, and long-term platform health

Requirements

• Lead end-to-end ServiceNow solution architecture across complex enterprise programs
• Advise clients on platform strategy, roadmap planning, governance, and implementation best practices
• Present recommendations clearly to executive, business, technical, and operational stakeholders
• Lead and mentor cross-functional ServiceNow teams, including architects, developers, business analysts, and administrators
• Ensure solutions are scalable, maintainable, secure, and aligned to ServiceNow best practices
• Provide architectural oversight across modules such as ITSM, ITOM, CSM, SPM, SecOps, HRSD, CMDB, HAM, SAM, integrations, and platform security
• Review solution designs, integrations, data models, technical debt, and upgrade impacts
• Support pre-sales, client workshops, design authority sessions, and executive briefings as needed

Benefits

• Comprehensive benefits package including medical and dental coverage
• Disability and retirement benefits
• Paid leave and paid time off
• Eligibility for Kyndryl's discretionary annual bonus program based on performance