ServiceNow Architect

Summary

We're seeking a seasoned ServiceNow Architect to lead enterprise-scale solution design, platform governance, and integration strategy across core ServiceNow products (ITSM, ITOM, HRSD, CSM). The ideal candidate also brings hands-on Salesforce experience to architect and deliver robust integrations and cross-platform processes. You will drive architectural standards, scalability, security, and value realization while guiding delivery teams and stakeholders.

Key Responsibilities

• Architecture & Solution Design
  • Own end-to-end architecture across ServiceNow modules (e.g., ITSM, ITOM/Discovery/Service Mapping, HRSD, CSM, SPM/App Engine).
  • Define data models and align with CSDM standards; establish CMDB strategy, health, and governance.
  • Create high-level and detailed solution designs, sequence diagrams, and integration contracts.
• Salesforce Integration
  • Architect integrations between ServiceNow and Salesforce (e.g., Service Cloud/Sales Cloud/Experience Cloud) using REST/SOAP, OAuth 2.0, webhooks/Platform Events, and IntegrationHub/MuleSoft or other iPaaS.
  • Define data synchronization, error handling, security, and performance patterns for cross-platform workflows.
• Platform Governance & Best Practices
  • Establish technical guardrails, coding standards, ACL/security model, and reusable patterns.
  • Lead architecture reviews, design authority, and change advisory engagements to ensure platform quality and compliance.
• Delivery Leadership
  • Provide architectural runway and technical direction to developers and admins; perform design/code reviews.
  • Optimize performance, scalability, resiliency, and upgradeability across environments.
  • Champion DevOps practices (branching strategies, CI/CD pipelines, ATF automation) and oversee release quality.
• Security, Risk, and Compliance
  • Implement robust access controls (ACLs, roles), data protection, auditability, and compliance with enterprise policies (e.g., ITIL/ISO/SoX/GDPR as applicable).
• Stakeholder Engagement
  • Translate business objectives into target-state architectures and roadmaps; articulate trade-offs and recommended approaches to technical and non-technical stakeholders.

Minimum Qualifications

• Bachelor's degree in Computer Science, Information Systems, or related field (or equivalent hands-on experience).
• 7+ years of hands-on ServiceNow experience, including 3+ years in an Architect role leading enterprise implementations.
• Deep expertise with ServiceNow modules such as ITSM, ITOM (Discovery/Service Mapping), CSM, HRSD; strong CSDM and CMDB governance experience.
• Proven experience designing and delivering ServiceNow Salesforce integrations (REST/SOAP, OAuth, IntegrationHub, MuleSoft or similar).
• Strong knowledge of Agile delivery and ITIL processes; able to set technical direction within cross-functional teams.
• Proficiency with integration patterns (event-driven, batch, near-real-time), MID Server, scripted APIs, and platform security.
• Excellent communication, leadership, and stakeholder management skills; able to work independently in a distributed, remote environment.

Preferred Qualifications

• ServiceNow certifications: CSA, CAD, and one or more CIS (e.g., CIS ITSM, CIS ITOM, CIS CSM); CTA/CMA highly desirable.
• Salesforce exposure/certifications (e.g., Administrator, Platform App Builder, or an Integration/System Architect track) is a plus.
• Experience with SPM, App Engine/Custom Apps, SecOps/IRM, and large-scale upgrades to the latest ServiceNow family releases.
• Hands-on with CI/CD (GitHub/GitLab/Azure DevOps), ATF, automated quality gates, and environment strategy.
• Familiarity with identity and access management (SSO/SAML/OIDC, SCIM), and enterprise integration tooling (e.g., MuleSoft, Kafka/Event Bus).
• ITIL v4 certification or equivalent practical experience.
• Self-motivated, results-oriented, with strengths in critical thinking and strategic problem-solving.

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