Technical Architect, Engage Platform

Overview

The Technical Architect for the NOW Engage Platform is the technical leader responsible for designing, solutioning, building, and maintaining Service Now's unified customer engagement platform that serves Expert Services and Partner consultants globally. This role translates business requirements into scalable, maintainable technical solutions while ensuring architectural integrity, platform performance, and development quality across the full delivery lifecycle.

As the technical counterpart to the Business Analyst, the Technical Architect owns the 'how' of platform implementation—designing multi-tenant architecture, integrating AI capabilities, overseeing scrum development teams, and ensuring that every technical solution aligns with Service Now best practices and enterprise standards. This individual must excel at communicating complex technical concepts to executive leadership while maintaining hands-on technical leadership with development teams.

Solution Architecture & Technical Design

• Design scalable Service Now solutions that meet business needs and follow best practices.
• Manage single-instance, multi-tenant NOW Engage architecture, ensuring data isolation, access control, and easy onboarding.
• Develop technical design documents, diagrams, and specs for development teams and vendors.
• Solution and recommend Service Now features, customizations, or third-party integrations that best fit requirements.
• Work with the Business Analyst to confirm requirements, suggest alternatives, and align on business and technical constraints.

Platform Development & Implementation

• Experience deploying Service Now applications across CSM, SPM, and other suites, data models and workflows.
• Design custom Service Now apps for unique NOW Engage needs beyond OOTB.
• Architect integrations between NOW Engage and external systems via REST APIs, MID Servers, and Integration Hub.
• Develop secure, scalable API frameworks for AI agents and integrations to access NOW Engage data.
• Manage platform performance, scalability, and technical debt as usage expands.
• Oversee platform upgrades and releases with Digital Technologies to reduce service disruptions.
• Work with the AI Delivery Solutions team to launch new AI products and ensure smooth integration.
• Track Service Now’s AI/GenAI advancements and assess use of native and third-party AI features.

Development Team Leadership & Quality Assurance

• Lead scrum teams in architectural choices, code reviews, and technical troubleshooting.
• Ensure user stories are organized, dependencies identified, acceptance criteria defined, clear and technically complete, collaborating with Business Analyst(s).
• Assign stories based on skill set and maintain architectural consistency.
• Uphold coding best practices, standards, and governance through regular reviews.
• Supervise QA processes including unit, integration, and performance testing for high quality.
• Establish technical standards and guidelines for all work on the NOW Engage.

Platform Governance & Enterprise Collaboration

• Ensure NOW Engage architecture, hosting, and integrations comply with Service Now IT standards and security requirements by working with Digital Technologies (DT).
• Collaborate with Data Privacy and Legal teams to design data handling that meets GDPR, CCPA, and other regulatory standards.
• Coordinate with Core Business Systems to enable accurate and efficient data exchange between NOW Engage and enterprise systems.
• Align with Global PMO to enforce methodology, compliance, and governance through automation in NOW Engage.
• Participate in internal architecture reviews and technical governance forums to keep platform strategy consistent.
• Clearly explain technical concepts and decisions to executives and non-technical stakeholders using business language.
• Provide leadership with concise options and recommendations for architectural decisions, analyzing performance, cost, and risk.
• Advise on feasibility and effort estimates for roadmap features to support effective prioritization.

Platform Operations & Continuous Improvement

• Monitor performance metrics to detect and resolve bottlenecks, scalability issues, and risks proactively.
• De…