Senior ServiceNow Platform Architect

Role Summary

Senior Manager / Principal Service Now Platform Architect (Enterprise GenAI & Platform Strategy) based in Raritan, NJ, with remote work options considered on a case-by-case basis. 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.
• Ensure architectural coherence across process areas such as Incident, Change, CMDB, Knowledge, Discovery, and related domains.
• 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; partner with Service Now and other vendors on next-generation AI capabilities, 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; 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, including capacity planning, ownership clarity, sequencing, and dependency management; 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; 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; 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; 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:
  
  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.

• Bachelor's degree or equivalent work experience.