ServiceNow Architect

About the role

Act as a trusted architectural advisor to customers, ensuring they fully realize the value of their ServiceNow investment. Guide customers in defining and sequencing the adoption of ServiceNow capabilities aligned with their business objectives and desired outcomes. Shape customer platform strategy and direction through expert guidance, not direct implementation.

Responsibilities

• Translate complex business requirements into scalable, secure, and high-performing ServiceNow platform architectures.
• Build and maintain strong relationships with stakeholders at all organizational levels, influencing outcomes through credibility and expertise.
• Conduct platform health and technical governance discussions, interpreting health reports and advising on remediation for maintainability, performance, security, and scalability.
• Proactively identify, assess, and manage risks related to technical architecture, platform health, and governance, and provide mitigation strategies.
• Present and communicate architectural decisions, risks, and platform direction clearly to both technical and executive audiences.
• Develop and maintain a defensible ServiceNow platform roadmap that maps to customer business objectives.
• Demonstrate deep expertise in ServiceNow ITSM and at least one additional workflow area (e.g., ITOM, CSM, HRSD, SecOps).
• Guide customers in adopting AI capabilities within ServiceNow, aligning them to broader organizational AI strategies and business outcomes.
• Maintain up-to-date knowledge of ServiceNow platform features, integration capabilities, security, data models (CMDB, CSDM), and instance lifecycle management.
• Leverage expertise in solution design principles, governance frameworks (e.g., TOGAF), and technical debt remediation to deliver sustainable platform solutions.

Requirements

• Possess and maintain required ServiceNow certifications (CSA, CAD, at least one CIS) and pursue advanced architecture and AI-related certifications.