ServiceNow Platform Architect

Key Responsibilities

Platform Architecture & Strategy

• Manage and maintain the overall ServiceNow platform architecture and technology roadmap.
• Establish architecture principles, design standards, development guardrails, and governance processes.
• Ensure platform scalability, maintainability, security, performance, and upgrade readiness.
• Evaluate new ServiceNow capabilities and recommend adoption strategies.
• Align ServiceNow architecture with enterprise architecture and digital transformation objectives.

Solution Governance

• Review and approve solution designs across all ServiceNow initiatives.
• Ensure adherence to ServiceNow best practices and out-of-the-box capabilities.
• Minimize technical debt and prevent unnecessary customizations.
• Conduct architecture reviews and technical design assessments.
• Establish reusable design patterns and implementation frameworks.

CMDB & CSDM Leadership

• Define and govern CMDB architecture and data model strategy.
• Lead CSDM adoption and maturity initiatives.
• Establish standards for application services, business services, technical services, and service mapping.
• Drive CMDB health, data quality, ownership, and governance programs.

Platform Expansion & Product Architecture

• Provide architecture leadership across:
• ITSM
• Observability, AIOps, ITOM
• CMDB/CSDM
• HRSD
• Strategic Portfolio Management (SPM)
• Finance and Master Data Management (MDM) Applications
• Security Incident Management
• Enterprise Architecture Module
• AI products and solutions
• Guide implementation of new platform capabilities and enterprise solutions.
• Ensure consistency across all modules and products.

Integration Architecture

• Manage enterprise integration patterns and standards.
• Architect integrations leveraging:
• REST APIs
• SOAP Services
• IntegrationHub
• MID Server
• Event-based integrations
• Cloud and on-premise systems
• Collaborate with enterprise integration teams to ensure secure and scalable integrations.

AI, Automation & Innovation

• Drive adoption of ServiceNow AI capabilities including:
• Predictive Intelligence
• Virtual Agent
• Agent Assist
• Generative AI
• Workflow Automation
• Autonomous Agents
• Identify opportunities to improve user experience and operational efficiency through automation.

Platform Lifecycle Management

• Support platform upgrade strategy and governance.
• Lead architecture assessments for new releases and feature adoption.
• Establish platform performance, resilience, and operational excellence standards.
• Support disaster recovery, business continuity, and security compliance requirements.

Stakeholder Engagement

• Partner with Enterprise Architecture, Digital, Security, Infrastructure, and Business teams.
• Present architecture recommendations to senior leadership and governance forums.
• Mentor developers, technical leads, and administrators.
• Support vendor and partner management activities.