Description :

The ServiceNow Platform DBA/Architect is the technical authority for the Now Platform, responsible for platform architecture, data modeling, and operational health across environments.

This role balances hands-on administration (upgrades, performance tuning, security controls, and troubleshooting) with forward-looking design and governance to ensure the platform remains scalable, secure, and maintainable.

The position owns the CMDB/CSDM data foundation, guides integration patterns, and establishes development standards that enable reliable delivery of enterprise workflows.

Key Responsibilities :

- Platform architecture & roadmap : Define target-state architecture and a practical roadmap; establish guardrails for configuration vs.

customization, technical debt management, and upgrade-safe design.

- CMDB/CSDM & data architecture ownership : Design and govern CMDB class models, relationships, and lifecycle states aligned to CSDM; drive CI identification, reconciliation, data quality, and stewardship/ownership models.

- Platform administration & instance operations : Lead upgrades, patching, cloning, and regression testing; manage environments and release governance to minimize operational risk.

- Performance & reliability engineering : Monitor platform health and optimize performance (slow transactions, query efficiency, table growth, indexing strategy, reporting impact); troubleshoot complex platform issues using logs and diagnostic tools.

- Security & compliance : Implement and audit access controls (roles, ACLs), data protection, and separation controls; partner with security/compliance stakeholders on audit readiness.

- Integration architecture : Design and oversee secure integrations using MID Servers, REST/SOAP APIs, JDBC, and IntegrationHub; set standards for data mapping, error handling, and monitoring.

- Platform configuration & standards : Establish development/configuration standards for Business Rules, Script Includes, Flow Designer, client scripts, UI policies/actions, and update set/source control discipline; perform design and code reviews.

- Technical leadership : Mentor administrators and developers; provide architectural guidance to delivery teams; engage ServiceNow support/partners as the technical escalation point.

Required Skills and Experience :

- Experience : 7+ years in the ServiceNow ecosystem with 3+ years in an architect, platform owner, or senior administrator/technical lead capacity.

- Platform expertise : Deep knowledge of the Now Platform and core modules (ITSM, CMDB; ITOM exposure preferred) including platform capabilities, upgrade considerations, and operational support practices.

- CMDB/CSDM mastery : Proven experience designing, operating, and governing a CMDB aligned to CSDM, including CI lifecycle, identification/reconciliation, and data quality practices.

- Scripting & automation : Strong JavaScript skills (client/server), Glide API/GlideRecord patterns, Flow Designer, and best practices for performant, maintainable code.

- Data management : Hands-on experience with import sets, transform maps, data sources, update sets, and release discipline across environments.

- Integrations : Experience designing and supporting integrations using REST/SOAP, MID Servers, IntegrationHub, and/or JDBC; strong understanding of authentication and secure integration patterns.

- Security : Experience implementing and auditing roles and ACLs; familiarity with platform security controls and general compliance/audit expectations.

- Communication : Ability to translate technical concepts into clear recommendations for business and IT stakeholders; comfortable presenting standards and design decisions.

Core Competencies :

- Systems thinking : Understands downstream impacts of schema, configuration, and integration choices.

- Operational rigor : Strong change/release discipline with a focus on stability, auditability, and maintainability.

- Problem solving : Proven ability to isolate root cause for high-impact platform/data issues and drive remediation.

- Influence : Establishes standards and gains alignment across multiple teams and stakeholders.

Certifications/Qualifications :

- ServiceNow certifications : CSA (required), plus CAD and CIS (ITSM and/or CMDB).

- CTA is a strongly preferred.

- Experience with ITOM (Discovery, Service Mapping), ITAM/SAM/HAM, SecOps, IRM/GRC, HRSD, CSM, or App Engine.

- Experience implementing CI/CD, source control, ATF, and automated testing patterns for ServiceNow delivery.

- Experience in Agile/SAFe delivery models and operating within enterprise change management governance.

- Bachelors degree in Computer Science, Information Systems, or equivalent 7+ years of practical experience.