Role Title: ServiceNow Senior Platform Architect
Location: Flexible / Hybrid / Remote
Experience: 12+ Years IT Experience | 8+ Years ServiceNow Platform Experience
Role Overview
The ServiceNow Senior Platform Architect serves as a trusted advisor to enterprise customers, helping them maximize the value of their ServiceNow investment through strategic platform guidance, architectural governance, roadmap planning, and platform health optimization. The role focuses on advisory leadership rather than direct implementation, enabling customers to align ServiceNow capabilities with business outcomes while ensuring a scalable, secure, maintainable, and future-ready platform. Based on
The architect works closely with customer stakeholders, platform owners, enterprise architects, implementation partners, and delivery teams to define platform strategy, guide capability adoption, assess risks, improve platform health, and accelerate AI-powered transformation initiatives.
Key Responsibilities
Platform Strategy & Architecture Advisory
- Act as the primary architectural advisor for assigned customer accounts.
- Translate business objectives into scalable ServiceNow platform strategies and adoption roadmaps.
- Review and assess solution designs for alignment with platform standards, governance, best practices, and business outcomes.
- Recommend architecture approaches covering workflows, applications, integrations, data models, and enterprise architecture alignment.
- Guide organizations in workflow expansion and strategic platform adoption decisions.
Platform Roadmap & Transformation Planning
- Develop and maintain ServiceNow platform roadmaps aligned to enterprise priorities.
- Define capability adoption sequencing based on value, dependencies, organizational readiness, and business outcomes.
- Identify opportunities for platform consolidation, workflow optimization, and digital transformation.
- Connect platform investments to measurable business value and long-term technology strategies.
Technical Governance & Platform Health
- Lead governance discussions and establish sustainable governance frameworks.
- Advise on:
- Environment Management
- Data Management
- Platform Management
- Development Management
- Evaluate platform health across:
- Maintainability
- Manageability
- Performance
- Security
- Upgradeability
- User Experience
- Identify technical debt and recommend remediation strategies.
- Develop continuous platform improvement programs.
Data Architecture & Integration Strategy
- Define enterprise integration strategies and ServiceNow data architecture approaches.
- Advise on CMDB, CSDM, and enterprise data governance best practices.
- Review integration patterns using:
- Integration Hub
- REST APIs
- SOAP APIs
- MID Servers
- Import Sets
- Transform Maps
- Identify risks related to data models, integrations, and platform scalability.
AI Transformation & Innovation
- Guide customers in adopting ServiceNow AI capabilities including:
- Now Assist
- AI Agents
- Agentic Workflows
- AI Control Tower
- Define AI governance, responsible AI practices, and adoption strategies.
- Advise customers on AI use-case prioritization and long-term AI capability development.
- Drive AI-enabled business outcomes while maintaining security, compliance, and ethical standards.
Risk Management
- Proactively identify architectural, operational, governance, and platform health risks.
- Assess business impact and define mitigation strategies.
- Establish risk monitoring and remediation frameworks.
- Guide customers in preventing issues before they affect service delivery.
Executive Stakeholder Management
- Build trusted relationships with:
- Platform Owners
- Solution Architects
- Enterprise Architects
- Program Managers
- Directors and Senior IT Leaders
- Facilitate architecture reviews, strategy workshops, governance boards, and executive briefings.
- Communicate technical decisions, risks, and recommendations to both technical and business audiences.
Required Technical Expertise
ServiceNow Platform
- ITSM
- ITOM (Discovery, Service Mapping, Event Management)
- CMDB & CSDM
- HRSD
- CSM
- FSM
- SecOps
- GRC
- Integration Hub
- Flow Designer
- Platform Security
- Upgrade Center
- Scan Engine
Architecture & Governance
- ServiceNow Platform Architecture
- Enterprise Architecture Principles
- Solution Design Governance
- Technical Debt Management
- Platform Performance Optimization
- Scalability & Security Architecture
- Platform Lifecycle Management
Integration & Data
- REST/SOAP APIs
- Middleware Integration Patterns
- Enterprise Data Architecture
- Cloud Integration Concepts
- Data Governance & Data Quality Frameworks
AI & Automation
- Now Assist
- AI Agents
- Agentic AI Workflows
- AI Governance
- Prompt Engineering Concepts
- Responsible AI Practices
Required Competencies
The successful candidate will demonstrate strong capabilities in:
- Strategic Problem Solving
- Executive Communication
- Stakeholder Influence
- Operational Excellence
- Technical Governance Advisory
- Platform Architecture
- Platform Health Optimization
- Roadmap Planning
- Proactive Risk Management
- AI-Augmented Working Practices
- Business & Industry Acumen
Qualifications
Required
- Bachelor''s degree in Computer Science, Information Technology, Engineering, or related discipline.
- 12+ years overall IT experience.
- 8+ years ServiceNow platform experience.
- Experience leading enterprise-scale ServiceNow programs and architecture initiatives.
- Strong understanding of enterprise architecture frameworks such as TOGAF or equivalent.
- Experience engaging with senior business and technology leaders.
Preferred Certifications
- ServiceNow Certified System Administrator (CSA)
- Certified Application Developer (CAD)
- Certified Implementation Specialist (minimum one specialization)
- CIS – Data Foundations
- ArchX – Advanced Architecture
- Certified Technical Architect (CTA) – preferred
- Certified Master Architect (CMA) – highly desirable
- Now Assist Essentials Certification
- Now Assist Executive Micro-Certification
- Agentic AI Executive Micro-Certification
Success Measures
The Senior Platform Architect will be measured on:
- Platform adoption and expansion success
- Architectural quality and governance maturity
- Platform health improvements
- Technical debt reduction
- Risk mitigation effectiveness
- AI adoption acceleration
- Customer satisfaction and executive stakeholder trust
- Roadmap execution and value realization outcomes
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