ServiceNow Architect

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

📋 Description

• Take ownership of the target architecture, technical standards, design principles, and architectural roadmap for Presidio's Managed Services ServiceNow platform.

• Provide architectural guidance for domain separation, ensuring data isolation, visibility, configuration, security, reporting, integrations, and cross-domain platform behavior.

• Steer the transformation of a highly customized environment towards maintainable, scalable, and upgrade-friendly out-of-the-box capabilities.

• Assess customizations and technical debt, propose disposition plans, and prioritize remediation efforts.

• Lead solution architecture for ITOM Discovery, Event Management, ITSM Pro, Customer Success Management, Project Portfolio Management, Customer Service Management, and 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 owners.

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

• Evaluate if ServiceNow is the right solution and suggest alternative approaches when necessary.

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

• Provide daily technical guidance, conduct design reviews, code evaluations, troubleshooting support, development patterns, and mentoring for developers.

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

• Ensure secure development practices, least-privilege access, data protection, and separation of customer data.

• Design and govern 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, support ownership, and lifecycle management.

• Provide architectural direction 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 operating procedures.

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

• Create 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 management, environment management, and production readiness reviews.

• Evaluate the technical impact of ServiceNow releases and application changes, and develop adoption strategies.

• Support root cause analysis and resolution for complex platform, integration, performance, and data issues.

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

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

• Achieve performance objectives related to reducing customization and technical debt, enhancing out-of-the-box adoption, maintaining architecture documentation, improving upgrade readiness, delivering approved product milestones, enhancing CMDB/Discovery/event/integration health, decreasing defects and rework, and satisfying security, scalability, maintainability, and supportability requirements.

⛳️ Requirements

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

• Over 8 years of experience with ServiceNow, covering architecture, design, configuration, and development roles.

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

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

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

• Experience leading efforts to reduce platform customization and promote the adoption of out-of-the-box ServiceNow functionalities.

• Skilled in architecting complex integrations utilizing REST, SOAP, IntegrationHub, MID Servers, webhooks, and secure authentication methods.

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

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

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

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

• Excellent 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: experience with ServiceNow Automated Test Framework, source control, application development standards, and CI/CD methodologies.

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

• Preferred: knowledge of ITIL practices, product management, architecture governance, and platform operational 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.

• Approximately 5% travel required.

• Equal opportunity employment.

• Reasonable accommodations for individuals with disabilities.

• Priority referral consideration for protected veterans.