Job Title: ServiceNow Platform Architect
Experience
15+ years overall IT experience, with 10+ years on ServiceNow, hands-on role including at least 2 end-to-end ServiceNow platform implementations.
Role Summary
The ServiceNow Platform Architect is a senior technical leader responsible for architecting, designing, and hands-on implementation of the ServiceNow platform at enterprise scale. This role leads multiple agile delivery teams and ensures the platform is implemented in alignment with CSDM v5, ITIL best practices, and ServiceNow Zurich release capabilities, with a strong emphasis on automation, scalability, and out-of-the-box (OOB) leverage.
The architect will work closely with business stakeholders, SMEs, Product Owners, Business Analysts, and development teams to deliver a cohesive, future-ready ServiceNow ecosystem across ITSM, ITOM, CMDB, automation, governance, and enterprise planning domains.
Key Responsibilities
Platform Architecture and Technical Leadership
- Define and own the end-to-end ServiceNow platform architecture, ensuring scalability, performance, security, and upgradeability
- Act as the technical authority across multiple ServiceNow product implementations and agile teams
- Lead architectural decisions aligned with ServiceNow best practices and CSDM v5
- Ensure minimal customization and maximum adoption of OOB features, workflows, and AI-driven capabilities
ServiceNow Implementation and Delivery
- Architect and implement ServiceNow modules including:
- CMDB (CSDM v5 aligned), Service Catalogue
- ITSM Pro+
- Now Assist
- ITOM (Discovery, Service Mapping, Event Management)
- Workflow Data Fabric (WDF)
- Integration Hub
- Strategic Portfolio Management (SPM)
- Integrated Risk Management (IRM)
- Enterprise Architecture (EA)
- Drive automation-first design using Flow Designer, Integration Hub, RPA Hub, Now Assist agents, and AI/ML capabilities
- Lead Discovery and CMDB design, including CI classes, relationships, data quality, reconciliation, and governance models
- Design and govern service models, business services, and application services aligned to business capabilities
CMDB and ITIL Excellence
- Design and govern CMDB architecture aligned to CSDM v5, ensuring:
- Data accuracy, completeness, timeliness, and integrity
- Clear ownership, stewardship, and lifecycle management
- Apply ITIL best practices across Incident, Problem, Change, Request, Asset, and Service Portfolio Management
- Define CMDB health metrics, audit mechanisms, and continuous improvement processes
Integration and Automation
- Design and Oversee Integrations between ServiceNow and:
- Custom on-prem applications
- Cloud platforms (Azure, AWS, GCP)
- Enterprise tools (monitoring, security, finance, HR, ERP)
- Leverage Integration Hub, REST/SOAP APIs, MID Servers, and event-driven patterns
- Act as a thought leader in automation, driving adoption of intelligent workflows, agentic AI, and low-code/no-code capabilities
- Knowledge of using Python, APIs, Now Assist and Virtual Agents to create new custom automation Flows.
- Knowledge of Integration Hub and RPA Hub.
Agile Delivery and Stakeholder Engagement
- Technically lead multiple agile development teams across sprints and program increments
- Collaborate closely with SMEs, Product Owners, Business Analysts, Developers, and Business Leaders
- Translate business outcomes into scalable technical designs and delivery roadmaps
- Communicate complex technical concepts clearly to both technical and non-technical stakeholders
Required Skills And Experience
Core Requirements
- 15+ years of overall IT experience
- Proven experience designing and hands-on implementation of at least 2 complete ServiceNow instances, covering multiple product families
- Deep hands-on expertise with ServiceNow Zurich release
- Strong experience with:
- CMDB architecture and CSDM v5
- ITSM Pro+, ITOM, Discovery, Service Mapping
- Integration Hub, WDF, Flow Designer
- SPM, IRM, Enterprise Architecture
- Strong understanding of ITIL processes and service lifecycle management
- Extensive experience with enterprise-scale automation
Technical Skills
- ServiceNow scripting (JavaScript, Glide APIs)
- REST/SOAP integrations and MID Server architecture
- Data modeling, CI reconciliation, and normalization
- Performance, security, and upgrade-safe design
- Cloud and hybrid integration patterns
Leadership and Communication
- Excellent verbal and written communication skills
- Proven ability to influence architecture decisions and lead without authority
- Experience working with senior business and technology stakeholders
- Strong mentoring and coaching capability for technical teams
- Knowledge of agile processes using Scrum/SAFe
Desirable Certifications
- ServiceNow Certified Technical Architect (CTA) or Certified Master Architect
- ITIL v4 certification
- ServiceNow CIS certifications (ITSM, ITOM, Discovery, SPM, IRM, EA, Vendor Management/S2P)
