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• Evaluate platform opportunities and provide recommendations for future enhancements based on business value, operational efficiency, technical debt, risk reduction, and platform maturity.

• Develop business cases, solution options, andimplementationrecommendations for new platform capabilities and investments.

• Provide recommendationsregardingprioritization of strategic initiatives, operational needs, compliance requirements, and technical improvements within the platform backlog.

ServiceNow Platform Leadership & Strategy

• Serve as the senior technical authority and primary architect for the ServiceNow platform.

• Lead solution reviews and approve architectural designs to ensure scalability, maintainability, and alignment with platform strategy.

• Partner with the Product Owner to prioritize backlog items, technical debt remediation, platform investments, and continuous improvement opportunities.

• Facilitate technical discovery, solution design workshops, backlog refinement, and architectural review sessions.

• Mentor administrators, developers, analysts, and implementation partners on ServiceNow best practices.

• Establish standards for configuration, customization, data integrity, performance, workflows, and scripting.

• Provide recommendations, architectural guidance, and strategic input to support development and maintenance of a multi-year ServiceNow and ITSM roadmap.

• Evaluate new capabilities and recommend adoption strategies.

• Anticipate downstream impacts of proposed changes and ensure long-term operational sustainability.

• Providetechnical leadership and architectural guidance during platform delivery activities, including backlog refinement, sprint planning, standups, and solution reviews.

Solution Architecture & Design

• Lead end-to-end solution design for ITSM capabilities including Incident, Problem, Change, Request, Knowledge, CMDB, ITOM, and the full support experience layer (service desk tooling, call center/contact center, chat, and self-service portals)

• Translate business requirements into scalable, supportable technical solutions

• Define architecture patterns, data models, and integration approaches across platforms

• Ensure alignment with enterprise architecture standards and governance

Requirements & Process Design

• Lead discovery sessions to translate business needs into detailed functional and technical requirements.

• Challenge assumptions,identifyrisks, and recommend alternative approaches whenappropriate.

• Assess impacts across processes, integrations, data models, reporting, user experience, security, and supportability.

• Drive process design and continuous improvement across ITSM and ITOM practices.

• Ensure proposed solutions align with operational workflows, governance standards, and businessobjectives.

• Identifyopportunities for automation, simplification, and standardization.

Ecosystem & Integration Ownership

• Design and supportintegrationsbetween ServiceNow and other platforms such as:

• PagerDuty (or similar event/alerting tools)

• Zendesk or other case management platforms

• Telephony/contact center and support desk platforms (e.g., IVR, callrouting, voicemail, omnichannel support)

• Identity and access systems (e.g., SailPoint, Active Directory)

• Infra and Security data sources (e.g.LanSweeper, CrowdStrike)

• Ensure consistent data flow, ownership, and system interoperability across the ecosystem

Governance & Standards

• Establish and enforce platform governance standards and architectural principles.

• Define andmaintainarchitectural documentation, design standards, and decision frameworks.

• Ensure auditability, compliance, data integrity, and properchangecontrol.

• Partner with support and operations teams to ensure solutions are usable, measurable, and supportable.

• Support major platform initiatives, upgrades, and critical issue resolution activities.

• Evaluate emerging technologies and capabilities for alignment with enterprise strategy.

QUALIFICATIONS

Required Qualifications

• 8-10+ years of experience in ITSM solution design or architecture

• ServiceNow Certified System Administrator (CSA)

• Experience serving as a Product Owner, Platform Owner, or Architecture Lead for ServiceNow.

• Demonstrated ability to influence platform strategy, governance, roadmap planning, and architectural standards.

• Experience presenting architectural recommendations, platform roadmaps, and solution designs to leadership and business stakeholders

• Experience leading backlog refinement, technical discovery, and solution design activities.

• Proven ability to challenge requirements and recommend alternative approaches that improve scalability, maintainability, and business outcomes.

• Deep, hands-on experience with ServiceNow including ITSM modules (Incident, Change, Problem, Request), Virtual Agent, Mobile, and ITOM capabilities (Discovery, CMDB, Service Mapping, Event Management)

• Proven experience building, stabilizing, governing, and maturing CMDB and ITOM implementations, including Discovery, Service Mapping, data quality remediation, service ownership, and operational adoption.

• Strong experience with CMDB design, data modeling, and service mapping concepts

• Proven ability to design scalable, maintainable solutions in complex environments

• Experience integrating ITSM/ITOM platforms with external systems and APIs

• Strong understanding of ITIL-based service management practices

• Ability to translate business needs into technical requirements and solution designs

Preferred Qualifications

• Certified Implementation Specialist (ITSM)

• Certified Implementation Specialist (Discovery)

• Certified Implementation Specialist (Service Mapping)

• Certified Technical Architect (CTA)

• Experience with PagerDuty, Zendesk, Salesforce, or similar tools

• Advanced experience with ITOM capabilities such as Event Management, AIOps, or Observability platforms (beyond core Discovery/CMDB)

• Familiarity with identity and access management integrations (e.g., SailPoint, Azure AD)

• Experience in retail or multi-location support environments

What Success Looks Like

• The platform roadmap continuously evolves through proactive identification of improvement opportunities and strategic recommendations.

• Solutions are designed correctly the first time... scalable, supportable, and aligned to business needs

• Clear architectural standards and governance areestablishedand followed

• Platform capabilities are fullyleveragedwithout unnecessary customization

• Seamless integration across ITSM tools and supporting systems

• Improved operational efficiency, visibility, and service delivery outcomes