Job DescriptionServiceNow Architect & Technical Delivery owns the technical vision, architecture, and delivery quality of Opensity's ServiceNow instances and client engagements. This role sets and enforces technical delivery standards across the ServiceNow practice, coaches and develops ServiceNow developers, and partners closely with Services Product Management to ensure architecture decisions support both internally managed platforms and externally delivered professional and managed services. The Director is accountable for driving consistently high delivery quality and client satisfaction across all ServiceNow engagements.
Job Responsibilities- Oversee the development and architecture of Opensity's ServiceNow instances, including platform design, integrations, data model, and application architecture.
- Develop, document, and maintain technical delivery standards, best practices, and governance frameworks for ServiceNow implementations across the practice.
- Manage, coach, and mentor ServiceNow developers and technical consultants, raising the technical bar through code reviews, architecture reviews, and hands-on guidance.
- Partner with Services Product Management to align technical delivery approaches with the services roadmap, supporting both internal, customer-facing professional services, and managed services engagements.
- Drive consistently high levels of delivery quality, platform performance, and client satisfaction across all engagements.
- Lead technical architecture reviews and solution designs for complex or high-risk implementations, serving as the technical escalation point when needed.
- Evaluate platform architecture decisions across ITSM, ITOM, and other ServiceNow modules, ensuring alignment with ServiceNow best practices and upgrade readiness.
- Support pre-sales and scoping activities by providing technical architecture input, effort estimates, and risk assessments.
- Monitor platform health, technical debt, and instance hygiene across managed environments, and recommend remediation plans.
- Stay current with ServiceNow platform releases, new capabilities, and industry best practices, and share findings across the practice.
Required Qualifications- 8+ years of ServiceNow implementation and architecture experience, including experience across multiple modules (e.g., ITSM, ITOM, CSM, Plus).
- Prior experience delivering through a ServiceNow partner, professional services organization, or managed services environment.
- Demonstrated experience setting technical standards, governance, or delivery frameworks for a development team or practice.
- Strong track record coaching, mentoring, and developing technical talent.
- Excellent client-facing communication skills, with experience presenting architecture decisions to technical and non-technical stakeholders.
- Deep understanding of ServiceNow platform architecture, scripting (JavaScript/Glide API), integrations (REST/SOAP, MID Server), and the Common Service Data Model (CSDM).
Preferred Qualifications - Active Certified ServiceNow Architect (CTA) certification
- Additional ServiceNow certifications (e.g., CIS in ITSM/ITOM/CSM, Certified Application Developer, Micro-Certifications).
- Experience with ServiceNow DevOps, CI/CD, and automated testing frameworks (e.g., ATF).
- Experience partnering directly with product management or services leadership to shape delivery roadmaps.
- Background supporting both internal enterprise instances and external client-facing implementations.
What Success Looks Like - Opensity's ServiceNow instances are architected for scalability, maintainability, and upgrade readiness.
- Delivery teams consistently follow documented technical standards, reducing rework and technical debt.
- Developers report measurable growth in technical capability as a result of coaching and review.
- Client satisfaction and delivery quality metrics improve across professional and managed services engagements.
The Compensation range for this role is 140,000 to 180,000 USD per year and may be eligible for an annual bonus. Actual compensation within that range will be dependent upon the individual's location, skills, experience and qualifications.
All eligible employees receive access to a comprehensive benefits package, including:Medical insurance
Dental insurance
Vision insurance
401(k) retirement plan
Paid Time Off (PTO)
