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Job Overview

The ServiceNow Architect is a senior technical leader responsible for the strategic design, governance, and continuous evolution of the organization's ServiceNow platform. This role owns the end-to-end architectural vision for ServiceNow — spanning platform configuration, enterprise integrations, workflow automation, and the adoption of ServiceNow's AI and intelligence capabilities — ensuring the platform delivers measurable value across the business.

The ServiceNow Architect serves as the primary technical authority for the platform and works in close partnership with enterprise architecture, IT operations, business process owners, and product teams to transform ServiceNow from an ITSM tool into a strategic enterprise workflow automation hub. This individual operates at the intersection of technical depth and business strategy, shaping how work gets done across the organization.

Responsibilities:

Platform Architecture & Governance

• Own the ServiceNow platform architecture, including instance strategy (production, sub-production), domain separation considerations, upgrade planning, and long-term roadmap

• Establish and enforce platform governance standards: development practices, scoped application design, naming conventions, update set management, and code review processes

• Define the ServiceNow data model strategy, including CMDB architecture, CI relationships, and data integrity governance in alignment with ITIL and business requirements

• Lead architecture reviews for all significant ServiceNow development efforts, providing design authority sign-off and ensuring alignment with platform best practices

• Maintain architectural documentation including reference architectures, design decision records, and platform topology diagrams

Enterprise Integration Architecture

• Design and own the integration architecture connecting ServiceNow to the broader enterprise technology ecosystem, including ERP, ITSM, HR systems, monitoring platforms, identity providers, and cloud services

• Architect integrations using ServiceNow's native capabilities — IntegrationHub, Flow Designer spokes, REST/SOAP APIs, MID Server, and Event Management — as well as third-party iPaaS platforms where applicable

• Define integration patterns and standards for inbound/outbound data exchange, ensuring reliability, security, and maintainability at enterprise scale

• Lead integration efforts with key enterprise platforms including Microsoft 365 (Teams, Outlook, SharePoint), Azure, Active Directory/Entra ID, monitoring and observability tools, and HR platforms (e.g., Workday, SAP SuccessFactors)

• Establish and govern the ServiceNow CMDB as the authoritative source of truth for enterprise configuration data, including discovery tooling, reconciliation rules, and CSDM alignment

• Partner with security and IAM teams to architect identity federation, SSO (SAML/OIDC), and role-based access control across the platform

Workflow Automation

• Lead the architectural strategy for enterprise workflow automation on the ServiceNow platform, spanning IT, HR, Legal, Finance, Facilities, and other business domains.

• Design scalable, reusable automation frameworks using Flow Designer, IntegrationHub, Business Rules, and Scripted REST APIs.

• Architect end-to-end process automation for key workflows including incident management, change management, employee onboarding/offboarding, procurement, and request fulfillment.

• Define standards for automation governance: approval workflows, SLA frameworks, notification architecture, and audit trail design.

• Identify and prioritize automation opportunities across the enterprise by partnering with process owners and analyzing ticket and workflow data.

• Champion low-code/no-code automation patterns to enable business teams to build within governed guardrails, reducing reliance on centralized IT development

ServiceNow AI & Intelligence Capabilities:

• Drive the adoption and architectural strategy for ServiceNow's AI and intelligence portfolio, including:

  • Now Assist (Generative AI): Virtual agent augmentation, case summarization, resolution note generation, and AI-assisted search across ITSM and non-ITSM workflows.

  • Predictive Intelligence: ML-based classification, categorization, and routing of incidents, cases, and requests.

  • AI Search: Unified enterprise search architecture leveraging ServiceNow's semantic search capabilities.

  • Process Optimization: Identifying bottleneck and deviation patterns in workflows using ServiceNow's process mining capabilities.

  • Virtual Agent: Conversational interface design and NLU topic architecture integrated with enterprise channels (Microsoft Teams, web portal).

• Assess organizational AI readiness, including data quality, CMDB health, and historical record hygiene as prerequisites for effective AI model performance

• Define governance and ethical use standards for AI-driven automation and decision support within ServiceNow

• Stay current with ServiceNow's AI roadmap and evaluate new capabilities for applicability within the enterprise context

Product & Module Ownership

• Provide architectural leadership across ServiceNow product lines as adopted by the organization, which may include:

  • IT Service Management (ITSM), IT Operations Management (ITOM), IT Asset Management (ITAM)

  • HR Service Delivery (HRSD), Legal Service Delivery, Workplace Service Delivery

  • Security Operations (SecOps), GRC / Integrated Risk Management (IRM)

  • Customer Service Management (CSM), App Engine / Creator Workflows

• Evaluate new ServiceNow modules for strategic fit, total cost of ownership, and integration complexity before platform adoption decisions are made

• Manage the platform upgrade lifecycle, including scoped impact analysis, regression testing strategy, and stakeholder communication

Stakeholder Engagement & Leadership

• Act as a trusted advisor to business and IT leadership on ServiceNow capabilities, investment priorities, and platform roadmap

• Partner with process owners and product managers to translate business requirements into scalable platform solutions

• Mentor ServiceNow developers, administrators, and business analysts — establishing technical standards and elevating team capability

• Represent ServiceNow architecture in enterprise architecture governance forums and technology review boards

• Manage the relationship with ServiceNow account teams, technical success managers, and implementation partners to maximize platform value

What are we looking for?

We’re looking for strong collaborators who deliver exceptional client experiences and thrive in fast-paced, team-oriented environments. Our ideal candidates pursue greatness, act with integrity, and are driven to help our clients succeed. We value those who embrace creativity, continuous improvement, and contribute to a culture where we win together and create and share joy in our work.

Requirements:

• 10+ years of progressive IT experience, with at least 5 years in a senior architecture or technical lead role focused on ServiceNow

• Deep, hands-on expertise across core ServiceNow platform capabilities:

  • Platform: Instance architecture, Application Engine, Scoped Apps, CMDB, CSDM, Update Sets, ATF

  • Automation: Flow Designer, IntegrationHub, Business Rules, Scheduled Jobs, Event Management

  • Integration: REST/SOAP APIs, MID Server, LDAP/SSO, Azure/AWS connectors, iPaaS patterns

  • ITSM/ITOM/ITAM: Incident, Problem, Change, Request, Discovery, Service Mapping, HAM/SAM

  • Portal & UX: Service Portal, Now Experience (UI Builder), Employee Center

• Demonstrated experience architecting ServiceNow integrations with complex, heterogeneous enterprise technology environments

• Proficiency in ServiceNow scripting: JavaScript (Glide API), REST API design, and client/server-side scripting

• Strong working knowledge of ITIL processes and their implementation within ServiceNow

• Experience leading platform upgrades across major ServiceNow releases in production environments

• Excellent documentation skills with ability to produce architecture diagrams, integration maps, and design specifications

Core Competencies:

Platform Mastery: Expert command of ServiceNow architecture patterns, APIs, and the platform's evolving capability landscape

Integration Thinking: Designs loosely coupled, resilient integration architectures that scale across enterprise system boundaries

Process Orientation: Translates ambiguous business processes into structured, automatable workflows with appropriate governance

AI Fluency: Understands where AI and machine learning add genuine value and architects for responsible, effective adoption

Strategic Influence: Earns credibility with senior stakeholders and shapes platform investment decisions

Mentorship: Actively develops others and raises the overall technical capability of the ServiceNow practice

Preferences:

• Hands-on experience with ServiceNow's AI portfolio, including Now Assist, Predictive Intelligence, Virtual Agent, and AI Search

• ServiceNow certifications, including one or more of:

  • Certified System Administrator (CSA)

  • Certified Application Developer (CAD)

  • Certified Implementation Specialist — ITSM, ITOM, HRSD, SecOps, or equivalent

  • Now Certified Expert (NCE) designation

• Experience with ServiceNow App Engine and building custom scoped applications for enterprise use cases

• Familiarity with enterprise architecture frameworks (TOGAF, Zachman) and their application to platform governance

• Experience integrating ServiceNow with Microsoft 365, Azure Monitor, Dynatrace, Splunk, Workday, or SAP

• Background in regulated industries (financial services, healthcare, government) and associated compliance requirements

• Exposure to DevOps practices as applied to ServiceNow development (source control integration, CI/CD pipelines, ATF)

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