Define and maintain the target-state solution architecture for integrated customer support services, spanning the ITSM platform (e.g., ServiceNow), AI-enabled Tier 0 (Virtual Agent, AI Ops, Active Directory orchestration), endpoint infrastructure, collaboration and web platforms, communications, knowledge management, and the Customer Support Metrics Dashboard (Power BI with Active Directory integration). Empower AI is seeking a ServiceNow Platform Architect at the subject matter expert level to own the technical architecture of the enterprise IT Service Management platform for a Department of War agency and to shape how the service desk, AI-enabled Tier 0, Service Portal, Service Catalog, CMDB, knowledge management, and the Customer Support Metrics Dashboard fit together on and around ServiceNow.