ServiceNow AMS Architect/ServiceNow Product Architect/ServiceNow Pc Platform Architect

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Job Title: ServiceNow AMS Lead Architect 
Role Overview 
The ServiceNow AMS Lead Architect is responsible for leading ongoing support, enhancement, and optimization of the ServiceNow platform. This role combines architecture governance, AMS delivery leadership, and continuous improvement, ensuring stability, scalability, and business alignment of ServiceNow solutions.

Key Responsibilities 
1. AMS Delivery Leadership

• Lead end-to-end AMS operations including incident, problem, change, and release management

• Ensure SLA/KPI adherence and continuous service improvement

• Manage L2/L3 support teams and vendors

• Drive backlog prioritization and sprint planning for enhancements

2. Architecture & Design Governance

• Define and enforce ServiceNow architecture standards and best practices

• Review and approve solution designs, configurations, and customizations

• Ensure platform scalability, performance, and security compliance

• Maintain CMDB, CSDM alignment, and data integrity

3. Platform Optimization & Enhancements

• Identify opportunities for automation and process improvement

• Lead upgrades, patching, and platform roadmap execution

• Optimize modules such as:

  • ITSM

  • ITOM

  • ITBM / SPM

  • HRSD

  • SecOps

4. Stakeholder & Client Management

• Act as primary technical escalation point

• Collaborate with business stakeholders for requirement gathering

• Provide advisory on ServiceNow capabilities and roadmap

5. Governance & Compliance

• Establish governance frameworks for development and AMS

• Ensure adherence to ITIL processes and audit requirements

• Conduct regular health checks and platform assessments

6. Team Leadership & Mentoring

• Mentor developers, admins, and support engineers

• Define skill development plans and best practices

• Drive a high-performance AMS culture

Required Skills & Qualifications 
Technical Skills

• Strong expertise in:

  • ServiceNow ITSM, ITOM, CMDB

  • Flow Designer, IntegrationHub, REST/SOAP APIs

  • Service Portal / UI Builder

  • Scripting (JavaScript, Glide APIs)

• Experience with integrations (ERP, CRM, cloud platforms)

• Knowledge of CSDM (Common Service Data Model)

Certifications (Preferred)

• ServiceNow Certified System Administrator (CSA)

• ServiceNow Certified Application Developer (CAD)

• Certified Implementation Specialist (CIS   ITSM/ITOM)

• ServiceNow Certified Technical Architect (CTA) (highly preferred)

Experience

• 10+ years in IT with 5+ years in ServiceNow

• Proven experience in AMS/support engagement leadership

• Experience handling large-scale enterprise ServiceNow environments