ServiceNow Domain Architect Director & Chapter Lead

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Boston Consulting Group partners with leaders in business and society to tackle their most important challenges and capture their greatest opportunities. BCG was the pioneer in business strategy when it was founded in 1963. Today, we help clients with total transformation­‑inspiring complex change, enabling organizations to grow, building competitive advantage, and driving bottom‑line impact. To succeed, organizations must blend digital and human capabilities.

Our diverse, global teams bring deep industry and functional expertise and a range of perspectives to spark change. BCG delivers solutions through leading‑edge management consulting along with technology and design, corporate and digital ventures—and business purpose. We work in a uniquely collaborative model across the firm and throughout all levels of the client organization, generating results that allow our clients to thrive.

You will serve as the senior technical authority for the HR Service Delivery (HRSD) module within the Service Now platform. You will be accountable for the architectural integrity, technical roadmap, engineering standards, and operational resilience of HRSD in a security‑sensitive environment.

You will operate with a high degree of autonomy, partnering closely with the HR Product Owner and senior functional stakeholders to shape and influence the roadmap. You will ensure long‑term platform sustainability, scalability, and compliance by proactively surfacing technical risks, trade‑offs, and modernization needs.

You will lead a blended technical team, line managing internal technical FTE(s) and providing functional leadership to contingent engineers. You will establish and uphold strong engineering standards, drive accountability, and ensure high‑quality delivery across HRSD initiatives.

You will serve as the primary technical escalation point for HRSD, addressing complex technical issues and partnering with Security, Risk, and Compliance stakeholders as needed. You will provide clear recommendations, exercise sound technical judgment, and confidently navigate demanding stakeholder environments.

• Deep expertise in Service Now, with significant experience architecting and delivering solutions within HR Service Delivery
• Demonstrated experience operating as a senior technical leader in complex or security‑sensitive environments
• Proven ability to influence product roadmap decisions in partnership with Product Owners, representing technical trade‑offs and long‑term platform considerations
• Experience leading blended teams of internal and contingent engineers, setting standards and driving accountability
• Strong understanding of secure development practices, platform governance, and integration patterns within Service Now
• Experience serving as an escalation point and managing technical risk proactively

• Operating independently with minimal oversight while maintaining strong alignment with enterprise standards
• Exercising sound technical judgment and making clear, defensible architectural decisions
• Proactively identifying risks, surfacing constraints early, and recommending practical solutions
• Navigating high‑visibility stakeholder environments with composure and confidence
• Influencing senior functional stakeholders and holding firm in technical trade‑off discussions
• Establishing engineering rigor, accountability, and quality across a blended technical team
• Balancing delivery velocity with platform integrity, security, and long‑term sustainability

• Bachelor’s degree
• 10+ years’ experience working as a Service Now engineer or architect, with specialized expertise in the HR Service Delivery capability
• Strong understanding of Service Now’s broader ecosystem (e.g., ITSM, ITAM, CSM)
• Proficiency in managing integrations and workflow automation (e.g., Work Day)

You’ll report directly to the Tech Team Lead within BCG’s IT & Business Platforms Portfolio, working very closely with the entire squad including Scrum Lead, Product Owner, and Developers. Additionally, you will work with the squad’s customers to ensure solution architecture and design enable BCG to achieve its target outcomes.

Boston Consulting Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity / expression, national origin, disability, protected veteran status, or any other characteristic protected under national, provincial, or local law, where applicable, and those with criminal histories will be considered in a manner consistent with applicable state and local laws.

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