ServiceNow Platform Architect

Quick Facts

• Role: ServiceNow Platform Architect

• Focus: Define, govern, and evolve the ServiceNow platform enterprise-wide

Description

This role is responsible for defining, governing, and evolving the ServiceNow platform across the enterprise, ensuring alignment with business objectives and digital transformation initiatives. The architect owns the platform architecture and roadmap, designs scalable solutions across multiple ServiceNow modules, and drives integration strategy, CMDB health, data quality, and governance. The role also leads technical mentoring to drive platform adoption and long-term platform value.

Role Description & Responsibilities

• Define and own ServiceNow platform architecture and roadmap aligned to enterprise strategy

• Establish and enforce platform governance, standards, and best practices

• Balance business priorities, scalability, technical debt, and future platform capabilities

• Create and maintain technical design documentation and architecture diagrams

• Lead design and implementation across 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

• Drive integrations with enterprise systems (Entra ID, Azure, AWS, Zabbix, Tanium, Cisco ISE, Salesforce, Microsoft 365)

• Ensure CMDB health, data quality, and reconciliation strategies

• Manage license usage and optimize platform costs

• Support platform sustainability via lifecycle planning and continuous improvement

• Partner with security and infrastructure teams for compliance and risk mitigation

• Define a platform operating model and governance processes to evaluate new capabilities and ensure adoption

• Provide technical leadership and mentoring to developers and administrators; guide standards, prototyping, and time-to-deployment

Requirements

• 8+ years of hands-on experience with ServiceNow

• CSA and CAD certifications 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)

• Strong stakeholder management and communication; ability to translate business requirements into scalable technical solutions

Benefits

• Opportunity to drive enterprise operational excellence and measurable business value through the ServiceNow platform

• Lead platform adoption and long-term platform value by aligning enterprise capabilities with the ServiceNow roadmap

• Work with senior leadership, technical teams, and external partners to deliver innovative ServiceNow capabilities