ServiceNow Architect

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of and manage the target architecture, technical standards, design principles, and architectural roadmap for the ServiceNow platform within a Managed Services Provider setting.

• Provide architectural leadership focused on domain separation, encompassing data isolation, visibility, configuration, security, reporting, integrations, and cross-domain platform interactions.

• Facilitate the transition from a heavily customized environment towards a more maintainable, scalable, and upgrade-friendly out-of-the-box solution.

• Assess customizations and technical debt, suggest remediation plans, and prioritize actions accordingly.

• Lead the solution architecture efforts for ITOM Discovery, Event Management, ITSM Pro, Customer Success Management, Project Portfolio Management, Customer Service Management, and any future approved capabilities.

• Convert business strategy and service goals into platform architecture and implementation roadmaps.

• Collaborate with the ServiceNow Platform team, developers, administrators, process owners, Service Delivery leaders, security teams, and integration stakeholders.

• Establish and manage platform governance, which includes architecture reviews, technical design approvals, development standards, release readiness, and exception management.

• Determine whether ServiceNow is the right solution and recommend alternatives as necessary.

• Define reusable patterns and guidelines for configuration, development, integrations, automation, reporting, portals, data management, and domain-separated solutions.

• Provide everyday technical guidance, design reviews, code reviews, troubleshooting support, development patterns, and mentorship to ServiceNow developers.

• Engage in hands-on development, prototyping, complex configuration, defect resolution, and technical validation.

• Ensure secure development practices, implement least-privilege access, protect data, and maintain customer data separation.

• Design and oversee integrations with monitoring, observability, customer, identity, collaboration, financial, and other enterprise platforms.

• Set integration standards for APIs, IntegrationHub, MID Servers, authentication, error handling, monitoring, performance management, ownership, and lifecycle management.

• Provide architectural guidance for Discovery, service mapping, CMDB data quality, identification and reconciliation, event ingestion, alert correlation, and operational workflows.

• Align platform design with ITIL practices and Managed Services operational processes.

• Consider scalability, availability, performance, maintainability, upgradeability, licensing, and total cost of ownership in architectural decisions.

• Develop and maintain architecture diagrams, design documents, decision records, data flows, integration inventories, standards, and technical runbooks.

• Participate in release planning, upgrade planning, testing strategy, clone planning, environment management, and production readiness reviews.

• Evaluate the technical impact of ServiceNow releases and application changes and formulate adoption plans.

• Assist with root cause analysis and resolution for complex platform, integration, performance, and data challenges.

• Advocate for automation, platform health, observability, and continuous improvement.

• Effectively communicate architecture decisions, risks, dependencies, and recommendations to technical teams, business stakeholders, and leadership.

⛳️ Requirements

• Bachelor’s degree or equivalent experience and/or military background.

• Over 8 years of experience with ServiceNow, encompassing architecture, design, configuration, and development responsibilities.

• More than 3 years of experience in architecting ServiceNow solutions within a Managed Services Provider or complex multi-customer environment.

• Proven experience in designing, implementing, or supporting ServiceNow domain separation.

• Strong hands-on experience with ServiceNow development, including JavaScript, Business Rules, Script Includes, Flow Designer, integrations, APIs, and platform troubleshooting.

• Experience in leading the reduction of platform customization and promoting the adoption of out-of-the-box ServiceNow functionalities.

• Proficient in architecting complex integrations using REST, SOAP, IntegrationHub, MID Servers, webhooks, and secure authentication methodologies.

• Familiarity with ITSM and CMDB architecture, data modeling, identification and reconciliation, Discovery, and operational data governance.

• Experience providing technical guidance, conducting code and design reviews, mentoring, and offering daily support to developers.

• Ability to assess business requirements, identify trade-offs, and make clear recommendations regarding platform suitability and solution strategies.

• Strong grasp of platform security, access controls, data segregation, performance, scalability, release management, and upgrade practices.

• Excellent communication skills, including written, verbal, facilitation, documentation, and stakeholder management abilities.

• Preferred: Experience with ITOM Discovery, Event Management, ITSM Pro, Customer Success Management, Project Portfolio Management, and Customer Service Management.

• Preferred: Experience supporting ServiceNow in a global, highly integrated, or regulated enterprise environment.

• Preferred: Experience with service mapping, observability integrations, alert management, automation, and proactive operations.

• Preferred: Knowledge of ServiceNow Automated Test Framework, source control, application development standards, and CI/CD practices.

• Preferred: Experience with ServiceNow portals, workspaces, reporting, Performance Analytics, and customer-facing experiences in a domain-separated context.

• Preferred: Understanding of ITIL practices, product management, architecture governance, and platform operating models.

• Preferred: Current ServiceNow Certified System Administrator and Certified Application Developer credentials.

• Preferred: ServiceNow Certified Technical Architect, Certified Master Architect, or relevant implementation specialist certifications.

🏝️ Benefits

• Remote work arrangement available within the Continental US.

• Associated travel requirement of 5%.

• Equal Opportunity Employer.

• Reasonable accommodations for individuals with disabilities.

• Priority consideration and referrals for protected veterans.