ServiceNow Technical Architect

Role Description

The Architect (ARCH) will provide architectural leadership for the ServiceNow platform by designing scalable, secure, and high-performing solutions. The role involves working closely with customer stakeholders, guiding platform strategy, maintaining platform health, and supporting AI-enabled ServiceNow capabilities while aligning technical decisions with business objectives.

Key Responsibilities

Technical Architecture

• Design scalable, secure, and high-performing ServiceNow platform architectures.
• Translate business objectives into sound architectural decisions.

Stakeholder Influence

• Build and sustain trusted relationships across all organizational levels, from working teams to the C-suite.
• Influence outcomes through credibility and strong stakeholder relationships.

Effective Communication

• Communicate complex architectural decisions, risks, and platform direction effectively to technical and executive audiences.

Problem Solving

• Diagnose complex, multi-threaded technical problems.
• Evaluate solution options and develop scalable resolution approaches.

Business & Industry Acumen

• Understand customer industry context, business model, and strategic priorities.
• Connect platform decisions to desired business outcomes.

Platform & Product Roadmapping

• Develop and maintain a ServiceNow platform and product roadmap.
• Translate customer business objectives into a sequenced platform adoption plan.

Architectural Advisory

• Translate customer business objectives into a coherent platform strategy.
• Guide customers in:
  • Platform roadmap development
  • Workflow adoption sequencing
  • Solution design reviews

Platform Health & Governance

• Lead technical governance discussions.
• Establish governance frameworks to maintain platform health.
• Interpret platform health reports.
• Recommend remediation plans for:
  • Sustainability
  • Performance
  • Security
  • Upgradeability

Risk Management

• Identify, assess, and track architectural, technical, and platform risks.
• Advise customers on mitigation strategies before risks become incidents.

Customer Engagement

• Build relationships with customer stakeholders from technical teams through senior leadership.
• Facilitate:
  • Architectural reviews
  • Executive discussions
  • Customer workshops

Technical Expertise

• Demonstrate ServiceNow platform capabilities.
• Guide customers through ServiceNow functionality.
• Maintain deep expertise in core ServiceNow areas while retaining broad platform knowledge.

Strategic & Conceptual AI Expertise

• Guide customers in adopting AI capabilities on the ServiceNow platform.
• Align AI capabilities with broader organizational AI strategy and business outcomes

Required Skills

ServiceNow Platform Knowledge

• Core ServiceNow Platform
• CMDB
• CSDM
• Application Development Patterns
• Integration Capabilities
• Security Model
• Instance Lifecycle Management

Architectural Knowledge

• Solution Design Principles
• Governance Frameworks
• Technical Debt Remediation
• Enterprise Architecture Concepts (e.g., TOGAF)

Workflow & Product Knowledge

• ITSM (Mandatory)
• ITOM
• CSM
• HRSD
• SecOps

Required Certifications

• Certified System Administrator (CSA)
• Certified Application Developer (CAD)
• Certified Implementation Specialist (CIS – at least one)

Preferred Certifications

• ArchX – Advanced Architecture
• Certified Technical Architect (CTA – in pursuit or completed)
• Now Assist Essentials
• Now Assist Executive Micro-Certification
• Agentic AI Executive Micro-Certification

Company Benefits & Culture

• Inclusive and diverse work environment
• Opportunities for professional growth and development
• Comprehensive health and wellness benefits