Servicenow Architect

About the Role

iCapital is looking for a dynamic and experienced ServiceNow Architect with a strong background in ServiceNow to lead and optimize the internal applications. This pivotal role is at the heart of the product development efforts, driving the creation and enhancement of ServiceNow products by translating business strategies into actionable solutions. This role will ensure our platform aligns with company objectives and user needs, thereby maximizing our technology investments. 

The ServiceNow Architect will be responsible for defining and communicating the product vision, strategy, and roadmap for ServiceNow modules such as ITSM, ITOM, ITAM, TPSM, and GRC. By collaborating with cross-functional teams, this role will prioritize enhancements and manage a comprehensive product backlog. This individual oversee development, ensure the successful delivery of features, and continuously improve processes and user experience.

Responsibilities

• Define and maintain the product vision, strategy, and roadmap for ServiceNow (ITSM, ITOM, ITAM, TPSM, GRC), ensuring alignment with company goals and best practices.
• Lead high-impact projects, managing high-risk initiatives and ensuring consistent value delivery.
• Uphold governance and compliance, ensuring ITIL-aligned processes, data integrity, and audit readiness.
• Drive continuous improvement by evaluating new ServiceNow features and best practices.
• Monitor platform performance, gather feedback, and propose enhancements to improve efficiency, experience, and data quality.
• Communicate changes, provide training, and support adoption in order to implement change management for platform updates.
• Ensure module integration and alignment, collaborating with architects and product owners to manage dependencies.
• Oversee ServiceNow design and configuration, guiding minimal customization to maintain stability and upgradability.
• Review and accept completed work, ensuring it meets quality standards and delivers value.
• Lead Agile ceremonies including backlog grooming, sprint planning, and reviews. Apply Agile and Scrum principles to manage complex products and interdependencies.
• Work with Development teams to ensure shared understanding of requirements and provide guidance during sprints and remove blockers.
• Collaborate with stakeholders (IT, business units, process owners) to gather and prioritize requirements and serve as the main contact for product-related inquiries.
• Develop and manage a prioritized product backlog.
• Write clear user stories with defined acceptance criteria.
• Adjust priorities based on feedback and evolving needs.

Qualifications

• Bachelor’s degree in computer science, information systems, business administration, or related field, or relevant work experience is required
• ServiceNow Certified System Administrator (CSA) certification is required
• 3+ years hands-on with ServiceNow as an admin, developer, or product owner, including ITSM, ITOM, ITAM, or GRC
• 7+ years in product management, ownership, or business analysis, with a strong record of delivering product vision and strategy in Agile environments
• Strong collaboration with cross-functional teams and stakeholders
• Experience with full lifecycle ServiceNow implementations or major upgrades
• Strong understanding of ITIL and ITSM best practices
• Proven ability to translate business needs into user stories and manage a product backlog
• Integration experience with enterprise systems (e.g., directory services, CRM, monitoring tools) is a plus
• Familiar with core ITSM processes (Incident, Change, Request, CMDB, Asset Management). GRC experience is a plus

Benefits

The base salary range for this role is $130,000 to $170,000.  iCapital offers a compensation package which includes salary, equity for all full-time employees, and an annual performance bonus. Employees also receive a comprehensive benefits package that includes an employer matched retirement plan, generously subsidized healthcare with 100% employer paid dental, vision, telemedicine, and virtual mental health counseling, parental leave, and unlimited paid time off (PTO).

We believe the best ideas and innovation happen when we are together. Employees in this role will work in the office Monday-Thursday, with the flexibility to work remotely on Friday.

For additional information on iCapital, please visit https://www.icapitalnetwork.com/about-us  Twitter: @icapitalnetwork | LinkedIn: https://www.linkedin.com/company/icapital-network-inc | Awards Disclaimer: https://www.icapitalnetwork.com/about-us/recognition/

iCapital is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.