Job location: Remote
Years of experience required: 12+ (Mandatory)
Job Description
• Technical Architecture: Ability to design scalable, secure, and high-performing
ServiceNow platform architectures that translate business objectives into sound architectural decisions.
• Stakeholder Influence: Proven ability to build and sustain trusted relationships across all organizational levels, from working teams to the C-suite, and influence outcomes through credibility and deep relationships.
• Effective Communication: Excellent communication skills, with the ability to
convey complex architectural decisions, risks, and platform direction with precision to diverse audiences, including executive stakeholders.
• Problem-Solving: Ability to diagnose the root cause of complex, multi-threaded problems, evaluate options, and develop sound, scalable resolution approaches.
• Business & Industry Acumen: Understand and credibly engage with the customer's industry context, business model, and strategic priorities to connect platform decisions to business outcomes.
• Platform and Product Road mapping: Ability to develop and maintain a clear, defensible
ServiceNow platform and product roadmap that translates customer business objectives into a sequenced adoption plan.
• Skills: ServiceNow Platform Knowledge: Deep understanding of the core ServiceNow platform, including its data model (CMDB, CSDM), application development patterns, integration capabilities, security model, and instance lifecycle management., ,
Architectural Knowledge: Expertise in solution design principles, governance frameworks, technical debt remediation, and enterprise architecture concepts
(e.g., TOGAF)., Workflow & Product Knowledge: Deep expertise in ITSM is mandatory.
Expertise in at least one other ServiceNow workflow area (e.g., ITOM, CSM, HRSD, SecOps) is expected.
• Certifications: Required: Certified System Administrator (CSA),
• Certified Application Developer (CAD), Certified Implementation Specialist (CIS - at least one).
• Expected: ArchX - Advanced Architecture, Certified Technical Architect (CTA - in pursuit or completed), AI Certifications: Now Assist Essentials, Now Assist Executive Micro-Certification, Agentic AI Executive Micro-Certification.
Roles & Responsibilities
Architectural Advisory: Translate customer business objectives into a coherent platform strategy.
Guide customers in defining their platform roadmap, sequencing workflow adoption,
and conducting solution design reviews.
• Platform Health & Governance: Lead technical governance discussions to
establish frameworks that prevent platform health degradation over time.
Interpret platform health reports and advise on remediation plans for maintainability,
performance, security, and upgradeability.
• Risk Management: Proactively identify, track, and assess risks across architectural, technical, and platform health dimensions. Advise customers on mitigation strategies to ensure risks are managed before they become incidents.
• Customer Engagement: Build and maintain strong relationships with customer stakeholders, from technical teams to senior leadership. Facilitate architectural reviews, executive conversations, and workshops.
• Technical Expertise: Demonstrate platform capabilities and guide customers through
ServiceNow functionality. Maintain deep expertise in a few core areas while having
broad knowledge across the entire ServiceNow platform.
• Strategic & Conceptual AI Expertise: Guide customers in adopting AI capabilities on the ServiceNow platform, including advising on how these capabilities fit within their broader organizational AI strategy and how to align AI capabilities to business outcomes.
Mandatory: Candidates should have active ServiceNow certification at present
