DescriptionServiceNow Enterprise Architect
Position Overview
We are seeking a highly experienced
ServiceNow Enterprise Architect to lead the architecture, governance, roadmap, and continuous evolution of an enterprise-scale ServiceNow platform. This role will serve as the primary authority for platform architecture and strategic direction, ensuring scalability, security, operational excellence, and alignment with business objectives.
The ideal candidate will have deep expertise across ServiceNow modules, enterprise integrations, IT service management, IT operations management, asset management, CMDB governance, and platform modernization initiatives.
Key Responsibilities
Enterprise Architecture & Governance
- Own the ServiceNow enterprise architecture blueprint and multi-year platform roadmap.
- Define architecture standards, reference models, governance policies, and development best practices.
- Lead architecture reviews and ensure adherence to enterprise standards and compliance requirements.
- Drive platform modernization and continuous improvement initiatives.
ITSM & Workflow Automation
- Design and optimize ITSM processes, including:
- Incident Management
- Problem Management
- Change Management
- Request Management
- Knowledge Management
- Service Catalog
- Establish robust SLA and OLA frameworks.
- Drive workflow automation using Flow Designer and IntegrationHub.
- Enhance self-service capabilities and improve operational efficiency.
ITOM Architecture
- Architect and oversee IT Operations Management capabilities, including:
- Event Management
- Service Mapping
- Health Monitoring
- Alert Management
- Integrate monitoring and observability platforms to improve operational visibility and service reliability.
IT Asset Management (ITAM)
- Design end-to-end asset lifecycle processes from procurement through retirement.
- Implement Hardware Asset Management (HAM) and Software Asset Management (SAM) best practices.
- Develop cost optimization and software license compliance strategies.
- Establish audit-ready asset governance practices.
CMDB & Discovery
- Define CMDB strategy, governance, and data quality standards.
- Architect Discovery solutions and MID Server deployments.
- Establish normalization, reconciliation, and lifecycle management processes.
- Ensure alignment between CMDB, Service Mapping, and operational reporting.
Integration Architecture
- Lead enterprise integration initiatives using:
- REST APIs
- SOAP Services
- IntegrationHub
- MID Servers
- Integrate ServiceNow with:
- Identity Management platforms
- HR Systems
- Cloud Platforms
- Monitoring & Observability Tools
- Business Applications
- Design secure and scalable hybrid integration architectures.
Security, Risk & Compliance
- Architect platform security models including:
- ACLs
- Role-Based Access Control
- Audit Logging
- Encryption
- Implement governance aligned to industry security frameworks and compliance standards.
- Partner with security and audit teams to ensure ongoing compliance.
Platform Operations & Governance
- Establish ownership models and governance frameworks across platform capabilities.
- Define release management, change control, prioritization, and demand management processes.
- Drive governance for integrations, CMDB, reporting, discovery, and asset management functions.
Delivery Leadership
- Lead technical design reviews, backlog planning, and quality assurance processes.
- Oversee platform upgrades, feature releases, and modernization projects.
- Ensure successful delivery through risk management, testing strategies, and deployment planning.
Stakeholder Management & Enablement
- Collaborate with infrastructure, cloud, cybersecurity, operations, and business stakeholders.
- Translate business requirements into scalable ServiceNow solutions.
- Develop architecture documentation, standards, and best practices.
- Mentor developers, administrators, and technical teams.
- Present roadmap updates, KPIs, and strategic recommendations to executive leadership.
Required Qualifications
Education
- Bachelor's degree in Computer Science, Information Systems, Engineering, or a related field.
- Equivalent combination of education and professional experience will be considered.
Experience
- 7+ years of ServiceNow platform experience.
- 3+ years in an enterprise architecture, solution architecture, or lead engineering role.
- Proven experience delivering enterprise ServiceNow solutions across:
- ITSM
- ITOM
- ITAM (HAM/SAM)
- CMDB & Discovery
- Enterprise Integrations
- Experience establishing governance frameworks, operating models, and platform standards.
Technical Skills
ServiceNow
- ITSM
- ITOM
- CMDB
- Discovery
- HAM
- SAM
- SecOps
- Flow Designer
- IntegrationHub
- Scripted APIs
- ACLs and Role Management
Integration Technologies
- REST APIs
- SOAP Services
- Event-driven architectures
- ETL solutions
- MID Server architecture
- Hybrid cloud integrations
Data & Reporting
- CMDB governance and data quality management
- KPI and metrics development
- Operational dashboards and reporting
- Data normalization and reconciliation
Preferred Certifications
- ServiceNow Certified System Administrator (CSA)
- Certified Application Developer (CAD)
- Certified Implementation Specialist (CIS) in multiple disciplines
- ServiceNow Certified Technical Architect (CTA) or active pursuit of certification
- ITIL Foundation or higher certification
Preferred Qualifications
- Experience leading enterprise platform modernization initiatives.
- Experience reducing reliance on external managed service providers through internal platform transformation.
- Knowledge of observability platforms, AIOps, and automation technologies.
- Experience supporting large, complex enterprise environments.
- Familiarity with regulatory, public sector, transportation, or highly governed industries.
Soft Skills
- Exceptional communication and presentation skills.
- Strong stakeholder management capabilities.
- Executive-level influencing and facilitation skills.
- Strategic thinking and problem-solving abilities.
- Documentation and governance expertise.
- Leadership, mentoring, and coaching experience.
