ServiceNow Solutions Architect

Overview

About Business Unit:

At the core of all that Epsilon does is a team that sets the foundation of our IT infrastructure. The team drives innovation and efficiency through pioneering technology across Epsilon's platforms and business verticals. From being the first point of contact for infrastructure needs to final deployment, the team provides end-to-end solutions for our client-facing platforms. ETS supports all aspects of revenue-generating platforms for Epsilon and sets the architectural direction for our enterprise deployments. By adopting the newest technologies, such as Cloud, Automation, and Artificial Intelligence, the team is at the front of redefining our digital business and capturing new opportunities.

Why We Are Looking for You:

We are seeking an experienced ServiceNow Solutions Architect who can bridge business requirements, ITSM processes, and platform capabilities to deliver enterprise-scale ServiceNow solutions.

You have:

• Extensive experience designing and implementing ServiceNow ITSM solutions in complex enterprise environments.
• Deep knowledge of ITIL processes including Incident, Problem, Change, Request, Knowledge, CMDB, and Service Catalog Management.
• Demonstrable experience developing ServiceNow architecture standards, platform roadmaps, and governance frameworks.
• Strong expertise in ServiceNow integrations, workflows, automation, reporting, and platform optimization.
• The ability to collaborate with business partners, engineering teams, and leadership to translate business requirements into scalable ServiceNow solutions.
• Experience leading large-scale ServiceNow implementations, enhancements, upgrades, and transformation initiatives.

What You Will Enjoy in This Role:

• Leading the architectural direction of Epsilon's enterprise ServiceNow platform.
• Influencing strategic Service Management initiatives that impact global business operations.
• Working with multi-functional technology teams to design innovative automation and workflow solutions.
• Driving modernization efforts through AI, workflow automation, self-service, and digital operations.
• Building enterprise-scale solutions that improve service quality, operational efficiency, and user experience.
• Working in a collaborative environment that values innovation, architecture excellence, and continuous improvement.

Click here to view how Epsilon transforms marketing with 1 View, 1 Vision and 1 Voice.

Responsibilities

ServiceNow Architecture & Solution Design

• Serve as the primary Solutions Architect for the ServiceNow platform, providing architecture leadership and technical guidance.
• Design scalable and sustainable ServiceNow solutions aligned with enterprise architecture standards and business objectives.
• Define platform governance, technical standards, development practices, and architectural patterns.
• Lead solution design reviews and ensure compliance with ServiceNow standards.

ITSM Process Enablement

• Architect and implement ServiceNow solutions supporting:
• Incident Management
• Problem Management
• Change Enablement
• Request Fulfillment
• Service Catalog
• Knowledge Management
• Configuration Management (CMDB)
• Service Portfolio Management
• Ensure platform capabilities align with ITIL v4 practices and organizational objectives.

CMDB & Service Configuration Architecture

• Lead CMDB strategy, governance, and data model design.
• Partner with infrastructure, cloud, security, and application teams to improve configuration data quality and service mapping.
• Establish guidelines aligned with ServiceNow CSDM standards.

Integration & Automation

• Architect integrations between ServiceNow and enterprise technologies, monitoring tools, cloud platforms, DevOps tools, identity systems, and business applications.
• Drive workflow automation initiatives that improve operational efficiency and reduce manual effort.
• Evaluate emerging ServiceNow capabilities, including AI, Virtual Agent, AIOps, and predictive intelligence.

Platform Strategy & Governance

• Develop and maintain the ServiceNow roadmap.
• Establish governance processes for platform enhancements, releases, upgrades, and technical debt management.
• Monitor platform performance, adoption, compliance, and business value realization.
• Provide technical leadership and mentoring to ServiceNow developers, administrators, and process owners.

Qualifications

Required Qualifications:

Education

• Bachelor's Degree in Computer Science, Information Systems, Engineering, or related field.

Experience

• 13- 16 years of IT Service Management experience.
• 5+ years of ServiceNow architecture and solution design experience.
• Experience leading enterprise ServiceNow implementations and platform transformation initiatives.
• Experience designing enterprise integrations and automation solutions.
• Experience working within Agile and Project Management methodologies.

Technical Expertise

• Deep expertise in ServiceNow ITSM.
• Strong working knowledge of:
• CMDB
• CSDM
• Service Catalog
• Knowledge Management
• Discovery
• Service Mapping
• Workflow Automation
• Integrations
• Reporting & Dashboards
• Good understanding of ServiceNow platform architecture and data model design.
• ITIL v4 certification preferred.

Preferred Certifications

• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Application Developer (CAD)
• ServiceNow Certified Implementation Specialist – ITSM
• ServiceNow Certified Technical Architect (CTA) or Certified Master Architect (Preferred)
• ITIL v4 Foundation or higher

Other Qualifications

• Exceptional stakeholder management and executive communication skills.
• Strong consulting, solution design, and business analysis capabilities.
• Demonstrable ability to influence strategic decisions and drive organizational change.
• Excellent analytical and problem-solving skills.
• Ability to balance governance, innovation, scalability, and operational efficiency.
• Strong leadership experience guiding developers, administrators, process owners, and multi-functional teams.

Ideal Candidate Profile

The ideal candidate is a ServiceNow Architect first and an ITSM expert second—someone who understands not only how Incident, Problem, Change, and CMDB processes should operate, but how to architect those capabilities within ServiceNow using guidelines, governance standards, integrations, automation, and platform strategy to support a large-scale enterprise environment.

Additional Information

Epsilon is a global data, technology and services company that powers the marketing and advertising ecosystem. For decades, we’ve provided marketers from the world’s leading brands the data, technology and services they need to engage consumers with 1 View, 1 Vision and 1 Voice. 1 View of their universe of potential buyers. 1 Vision for engaging each individual. And 1 Voice to harmonize engagement across paid, owned and earned channels.

Epsilon’s comprehensive portfolio of capabilities across our suite of digital media, messaging and loyalty solutions bridge the divide between marketing and advertising technology. We process 400+ billion consumer actions each day using advanced AI and hold many patents of proprietary technology, including real-time modeling languages and consumer privacy advancements. Thanks to the work of every employee, Epsilon has been consistently recognized as industry-leading by Forrester, Adweek and the MRC. Epsilon is a global company with more than 9,000 employees around the world.

Our pillars aren't just words. They're how we show up every day.

• People centricity: We focus on employee well-being in an environment where colleagues truly care about each other.
• Collaboration: We work together, support one another, and collectively achieve goals.
• Growth: There are endless opportunities for growth through learning, development and career advancement.
• Innovation: We drive progress through cutting-edge solutions and forward-thinking approaches.
• Flexibility: We’ve created a balance between work and personal life, and we encourage adaptability to solve problems creatively.

Our values guide us to create value for our clients, our people and consumers.

• Act with integrity
• Work together to win together
• Innovate with purpose
• Respect all voices
• Empower with accountability

These pillars and values are our foundation—shaping our culture, guiding our decisions, and uniting us in common purpose.

Epsilon is an Equal Opportunity Employer. 
Epsilon is committed to promoting diversity, inclusion, and equal employment opportunities by using reasonable efforts to attract, recruit, engage and retain qualified individuals of all ethnicities and backgrounds, including, but not limited to, women, people of color, LGBTQ individuals, people with disabilities and any other underrepresented groups, traits or characteristics.