Intermediate Architect, IT ServiceNow Platform

Intermediate Service Now Architect

The Intermediate Service Now Architect serves as a technical leader and platform strategist, responsible for the design, development, and continuous enhancement of the enterprise Service Now ecosystem. The role collaborates across IT and business functions to ensure architectural integrity, platform scalability, and alignment with enterprise strategy.

• Collaborates on defining and maintaining scalable and sustainable Service Now architecture that aligns with enterprise goals and industry best practices. Serve as the design governance for the Service Now platform across all business units and delivery partners. Collaborate in the development and management a multi-year roadmap for platform capabilities and module expansion. Partner with technical and business teams to design and delivery of complex Service Now solutions across ITSM, ITOM, CSM, App Engine, and GRC/Sec Ops modules.
  
  Contribute on to the end-to-end solution architecture for custom applications, third‑party integrations, and platform extensions leveraging scoped applications, Flow Designer, Integration Hub, and low‑code/no‑code development capabilities within Service Now. Support the design and oversight of the CMDB strategy, including Discovery, Service Mapping, and third‑party integrations.
• Contribute to the support and optimization of platform performance, including capacity planning, and scalability assessments, and proactive issue resolution to maintain a stable and reliable Service Now environment. Collaborate on backlog grooming, sprint planning, and release management to ensure platform stability and integrity. Partner with business and service owners to define KPIs, dashboards, and Performance Analytics that enable data‑driven decision‑making and continuous improvement.
• Provide technical mentorship to Service Now developers, administrators, and process owners across delivery partners and internal teams. Collaborates with business leaders to promote platform adoption through education, communication and enablement.
• Ensure platform configurations comply with regulatory, SOX ITGC, and security policies.
• Collaborate with the ITSM Manager to oversee governance standards, including reusable component frameworks, architectural guardrails, naming conventions, and platform documentation to ensure consistency and compliance across the Service Now ecosystem.
• Act as a escalation resource for issues encountered. Provide system support and troubleshooting expertise as needed for designed solutions.

• The Service Now Architect contributes in shaping and executing the Service Now strategy, ensuring alignment with business objectives across both the sister brands and within Carnival Cruise Line. This role is embedded within the broader IT Service Delivery organization and collaborates closely with Business Analysts, business users, and vendor partners to deliver scalable, secure, and innovative platform solutions.
• With responsibilities that span global operations and cross‑brand initiatives, the architect influences digital transformation efforts that directly impact service delivery, end‑user experience, and operational efficiency. The role is accountable for guiding platform governance, driving continuous improvement, and integrating Service Now capabilities into strategic programs that support both shoreside and shipboard teams.
• The Service Now Architect requires advanced problem‑solving capabilities, particularly in navigating complex platform configurations and aligning them with evolving business needs. Individuals in this role are expected to conduct deep analysis of operational data, anticipate systemic challenges, and design scalable solutions that mitigate risks and enhance service delivery. This includes leading root cause investigations for recurring issues, optimizing workflows, and harmonizing customizations with standardized practices to ensure long‑term sustainability.
  
  The architect must also proactively research emerging Service Now capabilities and industry trends to recommend innovative enhancements that drive digital transformation across both…