Associate Director – ServiceNow Technical Architect

This is a fully remote position, open to applicants in New York.

📋 Description

• Oversee comprehensive solution architecture for ServiceNow implementations covering ITSM, ITOM, ITAM, HAM, and SAM modules.

• Convert business needs into scalable, maintainable, and secure ServiceNow designs that are in line with platform best practices and the Now Create methodology.

• Establish technical roadmaps, reference architectures, integration patterns, and data models for enterprise-level deployments.

• Manage platform health, upgrade strategies, technical debt reduction initiatives, and compliance with ServiceNow Technical Best Practices.

• Design integrations with ERP, HRIS, monitoring systems, CMDB, discovery tools, and third-party applications.

• Lead the design of CMDB, align with CSDM, and oversee Service Mapping, Discovery, and Event Management within ITOM.

• Create workflows for hardware and software asset lifecycles, including normalization, reconciliation, license compliance, and SAM Pro publisher packs.

• Offer technical guidance to Developers, Business Analysts, and Administrators.

• Perform design reviews and code quality assessments.

• Collaborate with clients and stakeholders to communicate architectural decisions, evaluate trade-offs, and demonstrate value realization.

• Guide delivery teams and take part in pre-sales activities, solution estimation, RFP responses, and capability development.

• Ensure adherence to security, data privacy, and performance standards across platform engagements.

⛳️ Requirements

• A minimum of 14 years of overall IT industry experience.

• At least 4 years of direct experience with the ServiceNow platform.

• Bachelor’s or Master’s degree in Computer Science, Information Technology, Engineering, or a related field.

• Strong expertise in ServiceNow ITSM, ITOM, ITAM, HAM, and SAM modules, including configuration, customization, and platform governance.

• Familiarity with ServiceNow’s AI tools and the design and governance of AI-enhanced workflows.

• Capability to convert AI functionalities into business outcomes suitable for executive presentations.

• Proficient in JavaScript, Glide APIs, Flow Designer, IntegrationHub, Scripted REST APIs, UI Policies, Business Rules, ACLs, and performance optimization.

• In-depth knowledge of CMDB design, Common Service Data Model (CSDM), Discovery, Service Mapping, and data integrity management.

• Proven experience in creating enterprise-scale, multi-domain ServiceNow solutions and leading complex implementations throughout the entire delivery lifecycle.

• Strong skills in stakeholder management.

• Expertise in facilitating workshops.

• Ability to convey intricate technical concepts to business audiences.

• Preferred certifications include: ServiceNow Certified System Administrator (CSA), ServiceNow Certified Implementation Specialist – ITSM, ITOM, HAM/SAM, CMDB and CSDM, ServiceNow Certified Application Developer (CAD), and ServiceNow Certified Technical Architect (CTA).

• General experience in the Public Sector is advantageous.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and certification reimbursement.

• Flexible work arrangements and a supportive work environment.