Enterprise ServiceNow Platform Architect

Jobe Description

We are seeking a Enterprise ServiceNow Platform Architect is responsible for the strategic direction, technical governance, and long-term health of the enterprise ServiceNow (SNOW) platform. This role owns the platform roadmap — from upgrades and vendor integrations to AI feature adoption — and serves as the technical authority balancing out-of-the-box capability with custom development. The ideal candidate is a self-driven technical leader who can operate independently, build trusted relationships with enterprise stakeholders, and translate platform capability into business value.

Key Responsibilities

Platform Strategy & Roadmap

• Own and evolve the enterprise ServiceNow platform strategy, including release/upgrade planning, module adoption, and long-term architectural direction.
• Assess platform health and technical debt, and prioritize investments that improve scalability, performance, and maintainability.
• Stay current on ServiceNow's product roadmap (new releases, AI capabilities, licensing changes) and translate relevant developments into actionable recommendations for the organization.

Tenant Onboarding & Operational Support

• Define and drive a sustainable, repeatable approach for onboarding new tenants/programs onto the SNOW platform, including standardized intake, configuration, and provisioning processes.
• Establish operational support models that maintain platform stability and minimize downtime as new tenants are added and existing tenants scale.
• Monitor tenant health, resolve platform-level issues proactively, and build runbooks/processes that allow tenant needs to be supported consistently without disrupting other tenants on the shared instance.

Platform Governance & Center of Excellence

• Establish and lead platform governance practices, including a Center of Excellence (CoE) model, to ensure consistent standards, reusable patterns, and disciplined change management across the enterprise platform.
• Define governance frameworks covering development standards, release management, environment strategy, and platform scaling practices.
• Champion best practices across the platform's lifecycle, ensuring the organization matures its ServiceNow operating model as adoption grows.

Architecture & Design Governance

• Establish and enforce guardrails for out-of-the-box configuration vs. custom development, ensuring decisions are made deliberately and documented consistently.
• Define technical standards, design patterns, and best practices across ITSM, Service Delivery, Security Operations, or other areas in scope.
• Review and approve solution designs from development teams to ensure alignment with platform architecture and upgrade-safety principles.

Test Automation & Quality Engineering

• Leverage automation testing frameworks to accelerate testing and validation of custom-developed solutions, reducing manual QA effort and shortening release cycles.
• Establish repeatable, scalable test practices that support faster, safer delivery of platform enhancements and upgrades.

AI & Emerging Capability Adoption

• Lead the strategy for launching and managing AI-driven features on the platform (e.g., Now Assist, virtual agent, predictive intelligence).
• Evaluate emerging ServiceNow AI capabilities and build business cases and proofs of concept to demonstrate value before enterprise-wide rollout.
• Partner with AI/ML and data teams to ensure AI features are integrated responsibly, securely, and in line with governance requirements.

Vendor & Ecosystem Management

• Manage relationships with ServiceNow and third-party vendor partners supporting the platform.
• Evaluate vendor-supplied applications and integrations for architectural fit, security, and long-term supportability.
• Represent the organization in vendor roadmap discussions and escalate/resolve platform-level vendor issues.

Proof of Concept & Innovation

• Design and lead proofs of concept for enterprise-level platform initiatives, translating stakeholder needs into testable technical approaches.
• Present POC outcomes and recommendations to leadership and business stakeholders in clear, decision-ready terms.

Platform Scaling, Security & Vision

• Own the long-term vision for scaling the platform, integrating best practices as adoption and complexity grow.
• Ensure the platform architecture remains secure and scalable as new tenants, integrations, and features are added.
• Continuously assess architectural decisions against the organization's growth trajectory to avoid technical debt that would constrain future scale.

Stakeholder & Customer Relationship Management

• Build and maintain strong working relationships with business unit leaders, IT leadership, and end users to understand evolving needs.
• Act as a trusted technical advisor, translating business requirements into platform capability and setting realistic expectations on scope, timeline, and tradeoffs.
• Communicate platform strategy, risks, and roadmap updates clearly to both technical and non-technical audiences.

Governance, Security & Compliance

• Ensure the platform architecture supports applicable compliance and security requirements (e.g., ATO/FedRAMP considerations, access controls, data handling).
• Partner with security and compliance teams on platform hardening, audit readiness, and risk mitigation.

Required Qualifications

• Bachelor's degree in Computer Science, Information Systems, or related field (or equivalent experience).
• 7+ years of experience working with the ServiceNow platform, including at least 3+ years in an architect-level or senior technical leadership role.
• Deep expertise in ServiceNow platform architecture, including scripting (JavaScript/GlideScript), Flow Designer, Integration Hub, REST/SOAP APIs, and CMDB/Discovery.
• Demonstrated experience leading platform upgrade planning and execution on an enterprise-scale instance.
• Solid background in platform governance and Center of Excellence models, with experience establishing best practices for managing and scaling an enterprise-level platform.
• Proven experience designing sustainable tenant onboarding processes and supporting multi-tenant operations with minimal downtime.
• Hands-on experience leveraging automation test frameworks to accelerate testing and validation of custom-developed solutions.
• Experience evaluating and implementing ServiceNow AI capabilities (Now Assist, Predictive Intelligence, Virtual Agent, or comparable).
• Strong understanding of when to use out-of-the-box configuration vs. custom development, with a track record of steering teams toward upgrade-safe design.
• Proven experience managing vendor relationships and evaluating third-party ServiceNow applications/integrations.
• Excellent stakeholder management and communication skills; comfortable presenting to executive and non-technical audiences.
• Self-directed with a demonstrated ability to independently identify problems, build consensus, and drive initiatives to completion with minimal oversight.

Preferred Qualifications

• ServiceNow Certified Technical Architect (CTA) certification.
• ServiceNow Certified Application Developer (CAD) and/or module-specific certifications (ITSM, ITOM, HRSD, SecOps).
• Experience working within a federal or highly regulated enterprise environment.
• Familiarity with FedRAMP, NIST, or equivalent compliance frameworks.
• Experience integrating ServiceNow with contact center or telephony platforms (e.g., Amazon Connect) and enterprise identity/IDM systems.
• Experience with ServiceNow ATF (Automated Test Framework) or comparable automation testing tools.

Core Competencies

• Strategic and architectural thinking
• Platform governance and Center of Excellence leadership
• Tenant/multi-program operations management
• Executive-level communication and relationship building
• Vendor and partner management
• Test automation and quality engineering mindset
• Self-direction and ownership
• Innovation mindset with a bias toward practical, business-aligned POCs