ServiceNow Platform & Solution Architect

Responsibilities

• Define and maintain the ServiceNow instance strategy, Common Service Data Model (CSDM), Role-Based Access Control (RBAC) model, environment topology, and platform health management practices.
• Establish and enforce the complete framework of platform development standards — including configuration-first philosophy, scoped application mandate, Flow Designer automation standards, scripting guidelines, naming conventions, source control requirements, Automated Test Framework (ATF) testing thresholds, UI/UX standards, and technical debt governance.
• Serve as lead solution designer for all ServiceNow implementations; produce Solution Design Documents covering process flows, data models, integration touchpoints, RBAC changes, and UI specifications, and maintain implementation authority throughout delivery.
• Chair the ServiceNow Technical Governance Board; hold gating authority over platform-level architectural decisions and exercise advisory oversight on module-specific solution designs for standards compliance.
• Define and enforce the approved integration pattern framework — Integration Hub spokes, Stream Connect for Apache Kafka (Workflow Data Fabric), zero-copy connectors, and MuleSoft-brokered patterns — including authentication, error handling, and spoke governance standards.
• Build and maintain the catalog of reusable platform components; enforce a build-once/reuse-everywhere mandate and govern Now Assist AI configuration and Performance Analytics at the platform level.
• Establish and own the governance model for all custom application development on App Engine, including development standards, approval workflows, lifecycle management, and reuse enforcement.
• Define non-negotiable technical requirements for all external vendors and implementation partners; own technical acceptance criteria and ensure knowledge transfer is a required deliverable from every engagement.
• Evaluate prospective ServiceNow modules for platform fit, sequencing dependencies, and licensing implications; maintain the platform capability roadmap and provide technical input to module acquisition decisions.
• Translate platform standards and solution designs into actionable guidance for development teams and into clear, business-appropriate communication for process owners, IT leadership, and executive stakeholders.
• Lead 1-2 ServiceNow administrators and/or developers; provide technical direction, standards coaching, and architectural review of their work.

Requirements

• 6+ years of progressive experience in enterprise platform architecture, with at least 3 years in a hands-on ServiceNow architecture or senior technical design role spanning multiple modules.
• ServiceNow Certified System Administrator (CSA) and Certified Technical Architect (CTA) — required at hire or with a defined path to completion within the first year.
• Demonstrated experience designing and governing enterprise platforms across multiple teams, including standards definition, governance enforcement, and architectural review.
• Proven track record of delivering ServiceNow solutions that span multiple modules — including configuration, integration design, data modeling, and RBAC — within a structured governance framework.
• Preferred: ServiceNow Certified Implementation Specialist — ITSM (CIS-ITSM), Certified Application Developer (CAD), or CSDM Micro-Certification.
• Experience with Workflow Data Fabric, App Engine, SPM, or event-driven integration patterns including Apache Kafka / Stream Connect.
• Experience in healthcare, dental, or similarly regulated enterprise environments with awareness of HIPAA data handling requirements.
• Familiarity with MuleSoft API-led integration or equivalent enterprise middleware platforms as a complementary integration tier.
• Experience conducting architectural reviews and managing technical acceptance criteria for third-party vendors and implementation partners.

Skills

• Deep knowledge of ServiceNow platform internals{{:}} CSDM, RBAC, GlideScript, Flow Designer, scoped applications, ATF, and instance upgrade mechanics.
• Strong solution design and documentation skills across the full implementation lifecycle — architecture diagrams, integration specifications, data models, and process flows — sufficient for delivery teams to execute without ambiguity.
• Prominent ability to define, publish, and enforce technical development standards across internal teams and external vendors.
• Effective communication across technical and non-technical audiences, including presenting architectural decisions and solution designs to executive stakeholders.
• Ability to work independently with minimal supervision and lead with influence across teams and organizational boundaries.
• Strong analytical and critical thinking skills applied to complex architectural trade-off decisions, producing clear, documented rationale.
• Understanding of ITIL or service management frameworks sufficient to make informed architectural decisions for ITSM and ESM implementations.
• Experience with Git-based source control, CI/CD pipeline concepts, and automated testing within the ServiceNow or broader enterprise development ecosystem.

Benefits

• Medical, dental, and vision insurance
• Paid time off
• Tuition Reimbursement
• 401K
• Paid time to volunteer in your local community

Compensation

$150,000.00-$194,000.00 / Annually

Company Information

PDS Health is an Equal Opportunity Employer. We celebrate diversity and are united in our mission to create healthier and happier team members.