Job Description

We are looking for a forward-thinking ServiceNow Architect to lead the design and evolution of enterprise-grade solutions that power a modern digital employee experience. In this role, youll be at the center of transforming business needs into scalable, high-performing SNOW architectures that drive automation, efficiency, and innovation across the organization.

As a trusted technical leader, you will own the end-to-end solution architecturepartnering closely with product owners, developers, and business stakeholders to translate complex use cases into actionable designs. Youll ensure alignment with platform best practices, enterprise standards, and long-term roadmap strategies while enabling rapid delivery through agile teams.

You will play a critical role in bridging business and technology, guiding teams through design decisions, defining integration patterns, and shaping reusable frameworks that accelerate delivery. Your work will directly influence how employees and customers interact with digital services, improving experience, consistency, and operational excellence.

Responsibilities

Core Responsibilities

• Architect scalable, resilient, and user-centric ServiceNow solutions across key workflows and business domains, partnering with product owners and customers to deliver through an agile approach.
• Lead and manage design and implementation of AI-powered workflows, solutions, and integrations, such as ServiceNows NowAssist.
• Architect seamless integrations between ServiceNow, employee portals, and digital front door experiences.
• Support backlog refinement and ensure architectural readiness for sprint execution.
• Define and oversee ServiceNow upgrade strategy.
• Collaborate with product owners, technical teams, ServiceNow developers, and customers to define and refine solution requirements.
• Establish and enforce architectural standards, design patterns, and best practices.
• Coordinate with development teams during implementation, ensuring alignment to architecture and platform capabilities.
• Design integrations with enterprise systems and enable seamless data flow across platforms.
• Influence roadmap decisions and continuously identify opportunities for improvement, optimization, and innovations.
• Support and enhance the ETS Service Portal in collaboration with other stakeholders.
• Partner with product and business teams to continuously optimize based on data insights.
• Provide technical leadership, coaching, and architectural guidance to ServiceNow developers and technical teams.
• Conduct design reviews and ensure adherence to architecture standards.

Qualifications

Required Education/Experience

• Master's Degree in Computer Science, Information Technology, Engineering, Math, Business, or applicable degree and with a minimum of 2 years relevant experience; or
• Bachelor's Degree in Computer Science, Information Technology, Engineering, Math, Business, or applicable degree and with a minimum of 3 years relevant experience; or
• Associate's Degree in Computer Science, Information Technology, Engineering, Math, Business, or applicable degree and with a minimum of 5 years relevant experience; or
• High School Diploma/GED Technical Certification in IT Technologies and a minimum of 7 years work experience in relevant field required.

Preferred Education/Experience

• Master's Degree in Computer Science, IT, Computer Engineering, or similar field and a minimum of two (2) years relevant full-time work experience in ServiceNow Administration, Architecture, and/or Development.
• Bachelor's Degree in Computer Science, IT, Computer Engineering, or similar field and a minimum of three (3) years relevant full-time work experience in ServiceNow Administration, Architecture, and/or Development.

Relevant Work Experience

• Deep knowledge of the ServiceNow platform, required.
• Strong understanding of IT Service Management principles and the ITIL framework, required.
• Experience with system integrations (e.g., using Integration Hub, APIs) and data sources (e.g., Active Directory, SCCM), required.
• Demonstrate a strong understanding of IT infrastructure components (servers, networks, databases, cloud resources), required.
• Excellent oral and written communication skills. Must be able to articulate technical concepts and requirements to both technical and non-technical stakeholders. Must be able to develop documentation that will be consumed by users of diverse backgrounds and skills, required.
• Must have excellent work ethics and integrity, along with the ability to work under pressure, manage expectations and conflicts effectively and not get overwhelmed by pressures on team, required.
• Strong interpersonal skills with the ability to influence and drive change and manage expectations, required.
• Formal training in Project Management, preferred.
• Proven track record with at least 2 years experience administering, developing on, or architecting solutions in the SNOW platform, preferred.

Skills and Abilities

• Demonstrated problem solving skills
• Proficient in English written and verbal communication skills
• Possesses strong technical aptitude
• Ability to build strong customer relationships
• Well organized, detail oriented and flexible to handle multiple assignments

Licenses and Certifications

• Driver's License Required
• Other: ServciceNow Certified System Administrator (CSA) Preferred

Physical Demands

• Ability to push, pull, and lift up to 40 pounds
• Sit or stand to use a keyboard, mouse, and computer for the duration of the workday
• Stand to use/operate office equipment for the duration of the workday
• Ability to read small print and symbols

Additional Physical Demands

• The selected candidate will be assigned a System Emergency Assignment (i.e., an emergency response role) and will be expected to work non-business hours during emergencies, which may include nights, weekends, and holidays.
• Must be able and willing to travel within Company service territory, as needed.
• Must be able to participate in the Companys emergency management processes and storm plans as required.

Benefits:

We are dedicated to supporting the physical, mental, and financial health of our employees and their families. This commitment extends beyond the workplace to foster personal growth and holistic wellbeing. Our life-changing rewards package includes:

• Rich medical & pharmacy benefits, including vision benefits
• Dental benefits
• Health Savings Accounts
• Health Care and Dependent Care Flexible Spending Accounts
• 401(k) with robust matching
• Employer paid Pension Plan
• Employee Stock Purchase Plan with a generous matching contribution
• State of the art Employee Assistance Program
• Paid Parental Leave
• Generous paid time off plus paid holidays
• Family support: emergency backup child, & elder care assistance
• Social responsibility and volunteer opportunities
• Employee discount program
• Commuter Benefits
• Culture of growth and learning: career development; tuition reimbursement; recognition program
• Life and Long-Term Disability Benefits

*Please be aware that some benefits may not apply to provisional or part-time job titles.

About the Team

Technical Difficulty Statement: