ServiceNow Architect

Job Description:

• Own and maintain the target architecture, technical standards, design principles, and architectural roadmap for Presidio's Managed Services ServiceNow platform
• Provide architectural leadership for domain separation, including data isolation, visibility, configuration, security, reporting, integrations, and cross-domain platform behavior
• Guide transformation of a highly customized environment toward maintainable, scalable, upgrade-friendly out-of-the-box capabilities
• Evaluate customizations and technical debt, recommend disposition plans, and prioritize remediation
• Lead solution architecture for ITOM Discovery, Event Management, ITSM Pro, Customer Success Management, Project Portfolio Management, Customer Service Management, and future approved capabilities
• Translate business strategy and service objectives into platform architecture and implementation roadmaps
• Collaborate with the ServiceNow Platform team, developers, administrators, process owners, Service Delivery leaders, security teams, and integration owners
• Establish and operate platform governance, including architecture review, technical design approval, development standards, release readiness, and exception management
• Assess whether ServiceNow is the appropriate solution and recommend alternative approaches when appropriate
• Define reusable patterns and guardrails for configuration, development, integrations, automation, reporting, portals, data management, and domain-separated solutions
• Provide day-to-day technical guidance, design reviews, code reviews, troubleshooting support, development patterns, and mentoring to developers
• Participate in hands-on development, prototyping, complex configuration, defect resolution, and technical validation
• Ensure secure development practices, least-privilege access, data protection, and customer-data separation
• Design and govern integrations with monitoring, observability, customer, identity, collaboration, financial, and other enterprise platforms
• Establish integration standards for APIs, IntegrationHub, MID Servers, authentication, error handling, monitoring, performance, support ownership, and lifecycle management
• Provide architectural direction for Discovery, service mapping, CMDB data quality, identification and reconciliation, event ingestion, alert correlation, and operational workflows
• Align platform design with ITIL practices and Managed Services operating processes
• Account for scalability, availability, performance, maintainability, upgradeability, licensing, and total cost of ownership
• Create and maintain architecture diagrams, design documents, decision records, data flows, integration inventories, standards, and technical runbooks
• Participate in release planning, upgrade planning, testing strategy, clone planning, environment management, and production readiness reviews
• Assess technical impact of ServiceNow releases and application changes and develop adoption plans
• Support root cause analysis and resolution for complex platform, integration, performance, and data issues
• Promote automation, platform health, observability, and continual improvement
• Communicate architecture decisions, risks, dependencies, and recommendations to technical teams, business stakeholders, and leadership
• Meet performance objectives related to reducing customization and technical debt, increasing out-of-the-box adoption, maintaining architecture documentation, improving upgrade readiness, delivering approved product milestones, improving CMDB/Discovery/event/integration health, reducing defects and rework, and meeting security, scalability, maintainability, and supportability requirements

Requirements:

• Bachelor's degree or equivalent experience and/or military experience
• 8+ years of experience working with ServiceNow, including architecture, design, configuration, and development responsibilities
• 3+ years of experience architecting ServiceNow solutions in a Managed Services Provider or complex multi-customer environment
• Demonstrated experience designing, implementing, or supporting ServiceNow domain separation
• Strong hands-on ServiceNow development experience, including JavaScript, Business Rules, Script Includes, Flow Designer, integrations, APIs, and platform debugging
• Experience leading reduction of platform customization and adoption of out-of-the-box ServiceNow capabilities
• Experience architecting complex integrations using REST, SOAP, IntegrationHub, MID Servers, webhooks, and secure authentication patterns
• Experience with ITSM and CMDB architecture, data modeling, identification and reconciliation, Discovery, and operational data governance
• Experience providing technical leadership, code and design reviews, mentoring, and day-to-day guidance to developers
• Ability to evaluate business requirements, identify tradeoffs, and make recommendations regarding platform fit and solution approach
• Strong understanding of platform security, access controls, data segregation, performance, scalability, release management, and upgrade practices
• Strong written, verbal, facilitation, documentation, and stakeholder management skills
• Preferred: experience with ITOM Discovery, Event Management, ITSM Pro, Customer Success Management, Project Portfolio Management, and Customer Service Management
• Preferred: experience supporting ServiceNow in a global, highly integrated, or regulated enterprise environment
• Preferred: experience with service mapping, observability integrations, alert management, automation, and proactive operations
• Preferred: experience with ServiceNow Automated Test Framework, source control, application development standards, and CI/CD practices
• Preferred: experience with ServiceNow portals, workspaces, reporting, Performance Analytics, and customer-facing experiences in a domain-separated environment
• Preferred: knowledge of ITIL practices, product management, architecture governance, and platform operating models
• Preferred: current ServiceNow Certified System Administrator and Certified Application Developer credentials
• Preferred: ServiceNow Certified Technical Architect, Certified Master Architect, or relevant implementation specialist certifications

Benefits:

• Remote work arrangement
• Approximately 5% associated travel
• Equal opportunity employment
• Reasonable accommodations for individuals with disabilities
• Priority referral consideration for protected veterans