Provide end-to-end architecture and technical governance for enterprise ServiceNow implementations, ensuring scalability, security, maintainability, integration quality, upgradeability, and alignment with platform standards and business strategy.
Key Responsibilities
Define platform architecture, technical standards, design patterns, and multi-year roadmaps.
Own instance strategy (single vs. multi-instance, sub-production, cloning), Domain Separation decisions, and data-residency considerations.
Lead solution design across multiple ServiceNow workflows (ITSM, ITOM, CSM, HRSD, SecOps, SPM, custom apps) and enterprise integrations.
Define integration architecture using IntegrationHub, MID Servers, REST, event-driven patterns, and streaming where appropriate.
Govern data model, CMDB/CSDM, security (ACL strategy, SSO/MFA, encryption, High Security settings), custom applications, and technical debt.
Establish a design authority, code review standards, Instance Scan, ATF quality gates, and CI/CD/source-control practices.
Plan upgrade strategy for twice-yearly family releases and AI/Now Assist platform readiness.
Advise on licensing and consumption implications (e.g., IntegrationHub transactions, AI usage).
Guide developers, technical leads, and implementation teams; support complex troubleshooting and major technical escalations.
Partner with enterprise architects, security, and business leaders on platform strategy.
Required Qualifications & Skills
10+ years in IT, including 7+ years on ServiceNow and 3+ years in an architect role.
Extensive implementation and architecture experience across multiple ServiceNow workflows.
Deep understanding of platform architecture, scripting, integrations, security, performance, and data models.
Strong knowledge of CMDB/CSDM and enterprise architecture patterns.
Demonstrated experience leading large, complex ServiceNow programs.
Strong executive and technical communication skills.