Senior ServiceNow Platform Architect

Role Summary

Based in Raritan, NJ (remote options may be considered on a case-by-case basis). We are recruiting for a Senior Manager / Principal Service Now Platform Architect (Enterprise GenAI & Platform Strategy). Own and evolve the enterprise Service Now platform (“Iris”) with a strong focus on GenAI, platform architecture, and upgrade execution. Translate enterprise strategy into reliable, production-ready capabilities and orchestrate work across solution architects and delivery partners to deliver executive-level outcomes.

• 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.
• 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, including Agentic AI and AI Agents, ensuring enterprise readiness and responsible adoption.
• 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.
• Design, maintain, and actively manage workload assignments across multiple Service Now Solution Architects (your team), including capacity planning, ownership clarity, sequencing, and dependency management.
• Coordinate execution across internal architects and delivery partners without requiring direct line management authority.
• 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.
• 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.
• 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.