Enterprise Architect; Servicenow And Managed Services

Job Summary

The Enterprise Architect is responsible for designing, implementing, and governing enterprise-wide architecture solutions, with a primary and deep specialization in the Service Now platform, while maintaining a broad enterprise architecture perspective across managed services, ITSM, IT Asset Management, integrations, data, and emerging technologies.

This role requires a candidate with hands‑on and strategic mastery of Service Now capabilities, modules, and architectural patterns, combined with strong experience in enterprise‑scale architecture, managed services governance, and stakeholder leadership.

• Define and maintain enterprise architecture standards, principles, and roadmaps aligned with business and digital transformation objectives.
• Lead architecture governance forums, ensuring alignment across platforms, services, and vendors.
• Ensure Service Now architecture fits coherently within the broader enterprise and digital ecosystem.

• Act as the architectural authority for Service Now, covering platform design, scalability, security, data model, and extensibility.
• Architect and govern large‑scale Service Now implementations across ITSM, ITOM, ITAM, CMDB, CSM, HRSD, and custom workflows.
• Define Service Now reference architectures, integration patterns, and reusability standards.
• Provide technical oversight and direction to Service Now delivery, development, and managed service teams.
• Ensure best‑practice use of Service Now capabilities rather than custom‑heavy approaches.

• Architect and govern Service Now‑based managed services models, including support, enhancements, and continuous improvement.
• Oversee service transition, transformation, and steady‑state operations.
• Define and monitor SLAs, KPIs, operational metrics, and platform health indicators.
• Drive cost optimization, automation, and platform efficiency initiatives.

• Design ITSM and ITAM architectures aligned with ITIL and Service Now best practices.
• Ensure CMDB integrity, asset lifecycle governance, compliance, and reporting.
• Enable service performance visibility, automation, and experience improvement.

• Define integration architectures between Service Now and enterprise platforms (ERP, IAM, cloud, data platforms, CRM).
• Guide data architecture decisions related to Service Now reporting, analytics, and data exchange.
• Evaluate AI‑driven capabilities (virtual agents, predictive intelligence, workflow automation) within Service Now and the wider ecosystem.

• Engage senior business, IT, and vendor stakeholders as a trusted architectural advisor.
• Present architectural options, trade‑offs, and recommendations at executive level.
• Balance strategic vision with pragmatic delivery realities.

• Stay current on Service Now roadmap, releases, and emerging enterprise architecture practices.
• Drive innovation, platform evolution, and architectural maturity.

• Bachelors or masters degree in computer science, Information Technology, or related field.
• 10+ years of enterprise architecture experience, with deep, hands‑on Service Now platform expertise.
• Demonstrated experience architecting complex, multi‑module Service Now environments at enterprise scale.
• Strong understanding of Service Now data model, CMDB, integrations, security, and extensibility.
• Proven experience designing and governing managed services operating models.
• Broad enterprise skills across architecture governance, integration, ITSM, and platform strategy.
• Service Now certifications (CSA, CIS, or equivalent) are highly desirable.
• ITIL certification preferred.
• Excellent stakeholder management, communication, and leadership skills.