Intermediate Architect, IT ServiceNow Platform at CARNIVAL CRUISE LINE
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Intermediate Architect, IT ServiceNow Platform
Job ID 13022 Location Miami Date posted 04/29/2026 Work Style Remote
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Company Overview
At Carnival Cruise Line, our mission is to create safe, fun, and memorable vacations at a great value. As a valued member of our team, you'll actively contribute to developing exceptional travel experiences and unforgettable moments, every single day. Your Carnival journey begins here!
Our Culture Essentials
Joining the Carnival team means embracing our six Culture Essentials, which are the cornerstone values shaping our identity, principles, and actions. These beliefs and behaviors not only define who we are but also unite us as a team, guiding us in decision-making, fostering relationships, tackling challenges, and reaching milestones. These culture essentials propel us toward a shared vision of success, ensuring a collective effort in shaping our future.
Responsibilities
Job ID 13022 Location Miami, FL Date posted 04/29/2026
The Intermediate Architect, IT ServiceNow is responsible for designing, configuring, and evolving the ServiceNow platform to support Carnival Cruise Line's IT service management and enterprise workflows. This role bridges business needs and technical execution, ensuring scalable, efficient, and user-friendly solutions that enhance service delivery and operational excellence.
Working closely with senior architects, developers, process owners, and managed service partners (e.g., DXC), this role contributes to platform architecture, implements solutions, and drives continuous improvement across modules such as Incident, Request, Change, Problem, Knowledge, and integrations with enterprise systems.
Essential Functions:
Platform Architecture & Design
Design and implement ServiceNow solutions aligned with enterprise architecture standards and ITIL practices
Translate business requirements into scalable technical designs and workflows
Contribute to the evolution of the ServiceNow architecture roadmap, ensuring long-term sustainability and performance
Ensure platform configurations follow best practices, avoiding unnecessary customization
Development & Configuration
Configure and develop ServiceNow modules including Incident, Request, Change, Problem, CMDB, and Knowledge
Build workflows, business rules, UI policies, client scripts, and integrations
Support development of self-service capabilities including service catalog and portal (CarnivalCentral)
Assist in building automation and orchestration to reduce manual effort
Integration & Data Management
Design and support integrations between ServiceNow and enterprise systems (e.g., Azure, monitoring tools, HR systems)
Ensure data integrity across CMDB and related systems
Participate in data modeling and governance to improve service visibility and reporting
Collaboration & Stakeholder Engagement
Partner with IT teams, business stakeholders, and managed service providers to gather requirements and deliver solutions
Support workshops and working sessions to define use cases and optimize processes
Operational Support & Continuous Improvement
Support platform performance, upgrades, and release management activities
Identify opportunities to improve service delivery through automation and optimization
Participate in incident resolution and root cause analysis related to the platform
Ensure compliance with security, governance, and audit requirements
Knowledge, Skills & Abilities:
Scope: Supports enterprise-wide ServiceNow platform used across shoreside and shipboard operations. Impacts IT Service Management processes and end-user experience for thousands of users. Works within a hybrid delivery model including internal teams and managed service partners. Contributes to strategic initiatives such as digital transformation, self-service adoption, and automation.
Problem solving: Analyses business and technical requirements to design effective solutions. Balances out-of-the-box capabilities vs. customization decisions. Troubleshoots integration, performance, and data-related issues. Identifies process inefficiencies and recommends improvements.
Impact: Impacts IT Service Management processes and end-user experience for thousands of users. Improves IT service delivery efficiency and user experience. Enables faster issue resolution and better operational insights. Supports scalability of IT systems as the business grows (ships, guests, employees). Reduces manual effort through automation and self-service.
Leadership: Influences design decisions and promotes best practices. Collaborates across teams to align technology with business outcomes.
Qualifications:
Bachelor's degree in Information Technology, Computer Science, or related field or equivalent work experience required; Masters degree a plus
Hands-on knowledge of JavaScript, Glide API, Flow Designer, Script Includes, Client Scripts.
Understanding of ITIL v3/v4 and experience applying it within enterprise ServiceNow implementations.
Familiarity with Agile/Scrum, DevOps pipelines, ATF, and CI/CD practices.
Ability to link platform decisions to enterprise business objectives and multi-year digital transformation initiatives.
Ability to analyze platform performance, troubleshoot systemic issues, and translate requirements into scalable solutions.
Ability to own architectural outcomes while working across delivery, operations, and vendor teams.
Knowledgeable of platform governance, continuous improvement, and leveraging new ServiceNow capabilities.
Technical knowledge in Microsoft technologies, essential for guiding strategic IT decisions and providing leadership advice.
Understanding of technical and conceptual aspects of mail flow systems and hybrid Active Directory environments.
Proficiency with a wide range of Microsoft products, emphasizing practical and strategic usage to enhance organizational IT infrastructure.
Ability to leverage extensive Microsoft technology experience to implement innovative solutions and improvements.
Proficiency in creating high-quality documentation and diagrams that clearly articulate complex systems and solutions.
Confident working with stakeholders at all levels
Ability to think critically, problem solve creatively and perform root cause analysis.
Flexibility to adjust to changing priorities and deadlines.
Good analytical skills and attention to detail with a strong business sense.
Ability to manage tight deadlines, prioritize workload, and achieve effective results.
Ability to write comprehensive and concise technical communications (i.e. email, reports, presentations) to be consumed by non-technical individuals.
Ability to create PowerPoint presentations that are informative and engaging and deliver them to various audiences including management.
Good communication, team building, conflict management, and organizational skills.
Proven track record of working collaboratively with cross functional teams to achieve common goals and drive results.
Proficiency in MS Office.
Ability to quickly learn new technologies and concepts.
5+ years Progressive IT experience
Experience designing and integrating third-party tools (e.g., SAP, Azure AD) via REST, SOAP, or IntegrationHub.
3+years Hand on experience as a ServiceNow Architect or Lead Developer
Experience collaborating with a vendor to create a SOW and managing their scope, delivery, and budget.
Experience with ServiceNow scripting (JavaScript, Glide APIs)
Experience with integrations (REST/SOAP APIs)
Experience in ITIL and IT project management via various SDLCs (i.e. Agile, Waterfall, Hybrid, etc.)
Experience participating on cross-functional teams
1+ year Experience in the cruise and/or travel industry. (preferred)
Certifications Preferred:
Project Management Professional (PMP)-PMI
Information Technology Infrastructure Library (ITIL)
ServiceNow Certified System Administrator (CSA)
ServiceNow Certified Application Developer (CAD) or Implementation Specialist
Experience with ServiceNow ITSM, ITOM, or HRSD modules
Experience working in a large enterprise or managed services environment
Travel: Less than 25% non-shipboard travel likely
Work Conditions: Work primarily in a climate-controlled environment with minimal safety/health hazard potential.
Physical Demands Must be able to remain in a stationary position at a desk and/or computer for extended periods of time.
This position is classified as "remote." As a remote role, it allows employees to work full-time from their home. It may also require regular travel to Carnival headquarters in Miami, FL for in-office collaboration. Sourcing of candidates is primarily done in Carnival's remote hubs of Orlando, Tampa, Atlanta, Houston, and Dallas. If the search is extended past those areas, candidates must be located in one of the following U.S. states: FL, GA, TX and NC
Offers to selected candidates will be made on a fair and equitable basis, taking into account specific job-related skills and experience.
At Carnival, your total rewards package is much more than your base salary. All non-sales roles participate in an annual cash bonus program, while sales roles have an incentive plan. Director and above roles may also be eligible to participate in Carnival's discretionary equity incentive plan. Plus, Carnival provides comprehensive and innovative benefits to meet your needs, including:
Health Benefits:
Financial Benefits:
401(k) plan that includes a company match
Employee Stock Purchase plan
Paid Time Off
Holidays - All full-time and part-time with benefits employees receive days off for 8 company-wide holidays, plus 2 additional floating holidays to be taken at the employee's discretion.
Vacation Time - All full-time employees at the manager and below level start with 14 days/year; director and above level start with 19 days/year. Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 84 hours/year. All employees gain additional vacation time with further tenure.
Sick Time - All full-time employees receive 80 hours of sick time each year. Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 60 hours each year.
Other Benefits
Complementary stand-by cruises, employee discounts on confirmed cruises, plus special rates for family and friends
Personal and professional learning and development resources including tuition reimbursement
On-site Fitness center at our Miami campus
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About Us
At Carnival Cruise Line, our mission is to consistently deliver safe, fun, and memorable vacations at a great value. As the world's most popular cruise line, we offer a variety of unique experiences across our fleet, ensuring that every voyage is filled with excitement and discovery. From world-class entertainment and dining to exploring stunning destinations, we create lasting memories for our guests while maintaining a dedication to the places we visit and the lives we touch.
Join us and embark on a career that offers not only the chance to grow professionally but also the opportunity to be part of a global community that makes a difference.
In addition to other duties/functions, this position requires full commitment and support for promoting ethical and compliant culture. More specifically, this position requires integrity, honesty, and respectful treatment of others, as well as a willingness to speak up when they see misconduct or have concerns.
Carnival Corporation & plc and Carnival Cruise Line is an equal employment opportunity/affirmative action employer. In this regard, it does not discriminate against any qualified individual on the basis of sex, race, color, national origin, religion, sexual orientation, age, marital status, mental, physical or sensory disability, or any other classification protected by applicable local, state, federal, and/or international law.
https://www.dol.gov/sites/dolgov/files/WHD/legacy/files/eppac.pdf
https://www.dol.gov/sites/dolgov/files/WHD/legacy/files/fmlaen.pdf
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Employee Benefits
Empowering work-life integration and flexible opportunities for your personal and career success
Comprehensive employer wellness programs featuring mental health support and fitness options, including an on-site gym
An array of qualified complimentary and heavily discounted cruise options for the ultimate dream getaway
Generous parental leave time and adoption assistance programs
Secure your future with our exceptional Traditional and Roth 401(k) options complemented by valuable company contributions
Invest in tomorrow with the opportunity to purchase Carnival shares at a discounted rate from their fair market value
In addition to the above, we offer PTO and company holidays as well as a variety of medical, dental, and voluntary plans
Culture
Get ready to embark on a journey filled with unforgettable moments. Just as our cruises create incredible memories for our guests, we're dedicated to making work an adventure you'll truly enjoy. Get ready to embrace exhilarating challenges that come with equally exhilarating rewards. You'll join our vibrant and inclusive community, where diversity is not just embraced - it's celebrated. Let's create memories together!
I love the variety in my work at Carnival. Each day brings new challenges that require creative thinking. Collaborating with different team members on projects keeps things fresh and interesting, making every day unique and exciting. Moreover, being part of Carnival means being part of a culture that values initiative and fosters continuous improvement. This sense of empowerment fuels my passion for what I do and inspires me to strive for excellence every day.
Miguel Fleet Technical Document Center Manager Summit Seeker
Carnival is a great place to learn and grow.
Tyrone Lost Mail Clerk Chess Master
Carnival's culture is fun, welcoming, vibrant, flexible, fast-paced, diverse, and innovative. Carnival welcomes guests from all over the world to sail on our ships. Our crew members are caring and make the guest experience awesome. The fun continues to connect shoreside where I have an opportunity to interact with employees from all levels of the organization to assist them with their HR questions. From the guest to shoreside experience, we embrace the FUN!
Annelys HR Services and Shoreside Immigration Supervisor Fitness Guru
Carnival has been instrumental in my personal growth by providing opportunities to step out of my comfort zone and develop essential skills like flexibility and teamwork. Professionally, their commitment to continuous learning and career development has empowered me to take on new challenges and advance in my field.
Conchita Senior Revenue Business Analyst
Culinary Explorer Restaurant Explorer
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