Senior ServiceNow Platform Architect

Role Summary

Own and evolve the enterprise Service Now platform (“Iris”) with a strong focus on GenAI (Now Assist / Agentic AI), platform architecture, and upgrade execution—ensuring platform coherence, scalable delivery, and executive‑level outcomes. This role plans and orchestrates work across solution architects and delivery partners, translating enterprise strategy into reliable, production‑ready capabilities.

• Platform Strategy & Architecture:
  Define and maintain the Service Now platform strategy for IT, architecture standards, and governance, including GenAI/Agentic capabilities, automation, quality engineering, and security alignment.
• Platform Strategy & Architecture:
  Ensure architectural coherence across process areas such as Incident, Change, CMDB, Knowledge, Discovery, and related domains.
• Platform Strategy & Architecture:
  Advise cross‑functional teams on platform‑wide impacts of design decisions, data model changes, and customizations.
• GenAI Ownership (Now Assist / Agentic AI):
  Own the Now Assist roadmap, phased skill delivery, adoption tracking, and governance, driving measurable productivity and user‑experience outcomes.
• GenAI Ownership (Now Assist / Agentic AI):
  Partner with Service Now and other vendors on next‑generation AI capabilities, including Agentic AI and AI Agents, ensuring enterprise readiness and responsible adoption.
• Release & Upgrade Orchestration:
  Plan and lead major Service Now upgrades, coordinating assessment, defect remediation, go‑live execution, and post‑go‑live stabilization to minimize business disruption.
• Release & Upgrade Orchestration:
  Balance innovation with platform stability through disciplined release management and risk mitigation.
• Work Planning & Orchestration:
  Design, maintain, and actively manage workload assignments across multiple Service Now Solution Architects (your team), including capacity planning, ownership clarity, sequencing, and dependency management.
• Work Planning & Orchestration:
  Coordinate execution across internal architects and delivery partners without requiring direct line management authority.
• Vendor & Commercial Leadership:
  Lead vendor engagement across statement‑of‑work definition, delivery governance, entitlement and licensing considerations, forecasting, and escalation ownership.
• Vendor & Commercial Leadership:
  Drive resolution of complex technical and delivery issues through direct engagement with vendors and partners.
• Executive Communication:
  Clearly and credibly explain complex Service Now architectures and GenAI solutions to a wide range of audiences, including technical peers, cross‑functional stakeholders, and senior leadership.
• Executive Communication:
  Produce executive‑ready updates and artifacts that communicate value, risk, dependencies, and roadmap progress to support informed decision‑making and sponsorship.
• Operational Stewardship:
  Ensure overall platform health through standards, automation, and proactive risk management.
• Operational Stewardship:
  Support rapid resolution of high‑severity incidents and complex defects, serving as a trusted escalation point when needed.

• Required:
  
  At least 7 years of direct related experience.
• Required:
  
  A Bachelor's degree or equivalent work experience.
• Required:
  
  Deep, hands‑on expertise with the Service Now platform, including architecture and enterprise‑scale implementations.
• Required:
  
  Proven experience shaping and delivering complex, cross‑functional Service Now solutions.
• Required:
  
  Outstanding verbal English communication skills, with the ability to describe complex Service Now solutions clearly and effectively to both technical peers and senior leadership.
• Required:
  
  Strong ability to influence without authority and work effectively across organizational boundaries.
• Preferred:
  Hands‑on experience delivering and governing GenAI capabilities such as Now Assist and Agentic AI on Service Now.
• Preferred:
  Hands‑on experience submitting and maintaining a mobile application in both the Apple App Store and Google Play Store, including release cycles and updates.
• Preferred:
  Hands‑on experience managing workload assignments for multiple Service Now Solution Architects, including capacity planning and cross‑domain coordination.