Job Title : Service & Platform Architect

Function : Technology / Enterprise Platforms

Experience Required : 15+ Years (Minimum 10 Years on ServiceNow)

Employment Type : Full-Time/Contract

Role Summary :

We are seeking an experienced and visionary Service & Platform Architect to lead the architecture, design, and governance of our enterprise ServiceNow platform. This senior individual will serve as the definitive platform authority - owning end-to-end service delivery across ITSM, HR Service Delivery (HRSD), Strategic Portfolio Management (STP/SPM), and IT Operations Management (ITOM), while driving platform-wide standards, best practices, and operational excellence.

The ideal candidate brings deep, hands-on expertise across multiple ServiceNow modules combined with the strategic acumen to guide stakeholders, mentor architects, and translate complex business requirements into scalable, future-proof platform solutions.

Key Responsibilities :

Platform Architecture & Governance :

- Define and own the overarching platform architecture vision, roadmap, and technical strategy across all ServiceNow modules.

- Establish and enforce platform-wide governance frameworks, architecture review boards, and design standards.

- Lead end-to-end solution design for complex, multi-module implementations ensuring integration coherence and scalability.

- Drive platform health including instance hygiene, technical debt management, upgrade readiness, and performance optimization.

- Ensure alignment of the platform strategy with organizational goals, compliance requirements, and evolving business needs.

ITSM - IT Service Management :

- Architect and govern ITSM processes including Incident, Problem, Change, Service Request, and Knowledge Management.

- Design service catalog structures, SLA frameworks, and workflow automation to drive operational efficiency.

- Lead the optimization of ITSM processes to improve MTTR, first-call resolution, and overall service quality.

HRSD - HR Service Delivery :

- Architect HR Service Delivery solutions encompassing Employee Service Center, Case & Knowledge Management, and Lifecycle Events.

- Design cross-departmental HR workflows integrating ServiceNow with HRIS platforms and enterprise identity systems.

- Ensure compliance with data privacy regulations (GDPR, local labor laws) within HRSD configurations.

STP / SPM - Strategic Portfolio Management :

- Lead the architecture of Strategic Portfolio Management including Demand Management, Project Portfolio, Resource Management, and Agile Development.

- Design integration points between STP and financial systems, ITSM processes, and enterprise reporting platforms.

- Enable portfolio-level visibility and governance through dashboards, reporting, and workflow automation.

ITOM - IT Operations Management :

- Architect ITOM capabilities including Discovery, Service Mapping, Event Management, and CMDB design.

- Drive CMDB data quality initiatives ensuring accuracy of CI relationships and service models.

- Integrate ITOM data with ITSM processes to enable AI-driven incident correlation and proactive operations.

Mentorship & Leadership :

- Provide technical leadership and mentorship to a team of module-specific architects and senior developers.

- Conduct architecture reviews, design walkovers, and code/configuration reviews to uphold platform standards.

- Define career development frameworks and growth paths for junior and mid-level platform architects.

- Act as the escalation point for complex architectural challenges across all platform domains.

- Collaborate with delivery leads, product owners, and business stakeholders to align on solution approaches.

Stakeholder & Service Management :

- Serve as the primary technical liaison between business stakeholders, IT leadership, and the ServiceNow platform team.

- Own end-to-end service management for all platform-delivered capabilities - from intake and design through delivery and post-go-live support.

- Participate in and influence vendor roadmap discussions, ServiceNow CAB interactions, and partner engagements.

- Drive continuous improvement by analyzing platform metrics, user feedback, and operational KPIs.

Required Qualifications :

Experience :

- 15+ years of total professional experience in IT, with a minimum of 10 years working hands-on with the ServiceNow platform.

- Demonstrable experience as a lead or principal architect on at least two of the following : ITSM, HRSD, STP/SPM, ITOM.

- Proven track record of architecting and delivering large-scale, multi-module ServiceNow implementations in enterprise environments.

- Experience mentoring junior architects, module leads, or developers - including conducting reviews, setting standards, and driving architectural decisions collaboratively.

- End-to-end service ownership experience : from requirement gathering and solution design through delivery, hypercare, and steady-state operations.

Technical Skills :

- Deep expertise in ServiceNow platform architecture including scoped applications, domain separation, integration patterns, and instance strategy.

- Strong command of ServiceNow scripting (Business Rules, Script Includes, Client Scripts, Flow Designer, IntegrationHub).

- Proficiency in designing and managing CMDB, service models, and discovery configurations.

- Hands-on experience with ServiceNow integrations using REST/SOAP APIs, MID Server, and third-party connectors.

- Understanding of enterprise architecture frameworks (TOGAF, ITIL 4) and their application in platform governance.

- Familiarity with cloud infrastructure concepts (AWS, Azure, GCP) as they relate to ITOM and platform hosting.

Certifications (Required / Preferred) :

- ServiceNow Certified System Administrator (CSA) - Required

- ServiceNow Certified Implementation Specialist (CIS) in ITSM - Required

- CIS in one or more of : HRSD, ITOM, SPM/STP - Strongly Preferred

- ServiceNow Certified Application Developer (CAD) - Preferred

- ITIL 4 Foundation or above - Preferred

- TOGAF or equivalent enterprise architecture certification - Advantageous

Preferred Qualifications :

- Experience working in large, multi-tower enterprise environments with complex stakeholder landscapes.

- Exposure to ServiceNow Now Intelligence, AI/ML capabilities, and Predictive AIOps.

- Prior experience as a Platform Owner or Platform Lead with P&L or service-level accountability.

- Familiarity with Agile/SAFe delivery methodologies as applied to platform product management.

- Experience interfacing with Global Business Services (GBS) or Shared Services teams for HRSD or ITSM delivery.

Key Competencies :

- Strategic Thinking Technical Excellence Stakeholder Influence Mentorship

- Governance & Standards End-to-End Ownership Problem Solving Communication

What We Offer :

- A high-impact, senior-level platform leadership role with enterprise-wide visibility.

- Opportunity to shape the platform strategy and architecture standards across a large, complex organization.

- A collaborative environment with access to the latest ServiceNow capabilities and innovation programs.

- Competitive compensation, performance bonuses, and comprehensive benefits.

- Investment in continuous learning including certifications, conferences, and ServiceNow events.