ServiceNow Architect

Position Summary

The ServiceNow Solution Architect serves as the technical authority for RTS ServiceNow engagements, translating business objectives into scalable, secure, and maintainable platform solutions. This role establishes architecture standards, provides technical governance, guides delivery teams, and ensures solutions align with ServiceNow best practices and customer requirements. The Solution Architect also serves as a technical partner in presales and account expansion activities, including technical discovery, solution design, estimation, proposals, customer presentations, managed services, and platform growth opportunities.

Key Responsibilities

1. Own end-to-end ServiceNow solution architecture, translating business requirements into scalable platform designs, data models, integrations, and operational strategies
2. Develop architecture blueprints and decision records that balance business requirements, technical risk, security, performance, maintainability, and platform upgradeability
3. Establish and govern ServiceNow architecture standards, security controls, reusable development patterns, technical frameworks, and implementation best practices
4. Maintain technical accountability throughout the solution lifecycle, identifying architectural risks and resolving complex platform, integration, performance, and design issues
5. Design secure, scalable ServiceNow integrations across cloud, SaaS, and on-premises environments using APIs, Integration Hub, MID Server, event-driven patterns, and identity providers
6. Define platform security and data architecture, including roles, groups, ACLs, domain separation, data segregation, and multi-instance design, to meet customer and regulatory requirements
7. Design AI-enabled ServiceNow solutions leveraging Now Assist, AI Agents, Virtual Agent, intelligent automation, and emerging ServiceNow capabilities
8. Lead technical presales activities, including discovery workshops, solution architecture, roadmaps, estimates, proposals, demonstrations, customer presentations, and pricing inputs.
9. Develop scalable ServiceNow managed service architectures, operating models, and reusable delivery assets that improve delivery consistency, quality, and profitability
10. Partner with account and sales teams to identify opportunities for platform expansion, optimization, managed services, licensing, and other ServiceNow solutions
11. Maintain architecture documentation, solution diagrams, technical standards, implementation artifacts, and other technical documentation throughout the solution lifecycle
12. Provide hands-on technical leadership and mentorship to ServiceNow developers and consultants, promoting platform best practices, code quality, documentation, and knowledge sharing
13. Perform other duties as assigned

Qualifications

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related field, or an equivalent combination of education and professional experience required.
• Minimum eight (8) years of enterprise technology experience, including at least six (6) years of progressively responsible ServiceNow implementation, advanced development, or architecture experience required.
• Demonstrated experience architecting and delivering multiple enterprise-scale ServiceNow implementations required.
• Experience providing technical leadership and governance across complex, multi-workstream ServiceNow engagements required.
• Customer-facing consulting experience, including leading discovery workshops, presenting solution architectures, and facilitating technical decision-making required.
• Deep knowledge of the Now Platform, including its data model, security model, application architecture, scripting, automation, integration capabilities, and upgrade considerations required.
• Deep expertise in core ServiceNow capabilities, with demonstrated experience across multiple ServiceNow product areas such as ITSM, ITOM, ITAM, HRSD, CSM, SPM, SecOps, App Engine, Employee Center, and Workspaces required.
• Advanced knowledge of JavaScript, Glide APIs, Business Rules, Script Includes, Client Scripts, UI Policies, Flow Designer, Integration Hub, REST APIs, and scoped applications required.
• Experience with CMDB, Discovery, Service Mapping, Event Management, Service Graph Connectors, MID Server, SSO, and enterprise integrations required.
• Experience with source control, CI/CD, Automated Test Framework, release management, platform upgrades, and performance optimization required.
• Experience with multi-instance environments, domain separation, multi-tenant architecture, and managed services preferred.
• Familiarity with AWS, Microsoft Azure, Google Cloud Platform, enterprise AI services, and modern integration or observability platforms preferred.
• ServiceNow Certified System Administrator (CSA) required; Certified Application Developer (CAD) and/or relevant Certified Implementation Specialist (CIS) certifications preferred. Certified Technical Architect (CTA) or Certified Master Architect (CMA) preferred.
• Ability and willingness to travel a minimum of fifty percent (50%) to support customer discovery, implementation, and delivery activities required.