Principal ServiceNow Solution Architect

The Senior Service Now Solution Architect will own the end to end architecture of the Service Now platform. Define how Service Now fits within the enterprise architecture (capability map, data domains, target state), design scalable and secure integration patterns, govern delivery quality, and ensure the platform delivers measurable business outcomes.

• Strive for operational excellence and process automation
• Promote collaboration, transparency, and accountability in delivery
• Uphold security, compliance, and quality as non-negotiable principles
• Be a role model in driving modern engineering practices
• Live the Bespin values and create a vibrant workplace culture

• Enterprise alignment: define the role of Service Now in the target architecture; map capabilities, processes, and data domains; maintain current and target state diagrams and ADRs.
• Integration reference architecture: author and maintain patterns (synchronous APIs, asynchronous messaging, event streaming, batch/file), antipatterns, and guardrails for reuse and upgradeability.
• Integration design & delivery: lead integrations using REST/SOAP, Integration Hub spokes/custom actions, MID Server, webhooks, and message brokers/streams (e.g., Kafka, Azure Service Bus); specify contracts, schemas, idempotency, retries/backoff, dead letter handling, and correlation IDs.
• API & event governance: partner with API platform teams (e.g. Apigee, Mule Soft, Amazon API Gateway, Azure API Management, Kong) to enforce versioning, SLAs, security policies, and deprecation lifecycle; curate an interface catalog and event taxonomy.
• Data & CSDM: drive CSDM adoption, service modeling, reconciliation/identification rules, and alignment with master data and data quality standards; document lineage and residency/privacy constraints (PII/PHI).
• Security: design RBAC/ACL models, encryption, secrets management, SCIM provisioning, and auditability; integrate with SIEM/SOAR and follow zero trust principles.
• Performance & resilience: engineer NFRs (availability, latency, throughput), capacity plans, and resilience patterns (bulkheads, circuit breakers, timeouts, caching); conduct performance reviews and tuning.
• SDLC/Dev Ops: establish Git based source control and CI/CD pipelines (e.g., Azure Dev Ops/Git Hub/Git Lab), promote via Update Sets/App Repo, enforce quality gates, and implement ATF coverage including contract and synthetic tests for integrations.
• Observability: implement structured logging/metrics, distributed tracing where applicable, and health/usage dashboards; integrate with enterprise APM/monitoring tools for proactive detection (MTTD) and rapid recovery (MTTR).
• Experience layer: guide Next Experience/UI Builder and Service Portal architecture (catalog, producers, Virtual Agent, AI Search/Now Assist) ensuring accessibility and performance.
• Governance & cost: run or contribute to an Architecture Review Board/CoE, publish platform standards, evaluate Store apps/spokes for risk and value, manage entitlements/licensing, and optimize TCO.
• Risk, DR, and compliance: define DR/RPO/RTO, backup/restore testing, change risk controls, and audit readiness; ensure alignment with sector frameworks where relevant.
• Stakeholder leadership: coach developers/admins, review designs and code, and communicate architecture decisions to executives and peer architects.

• Bachelor’s degree in computer science, Information Systems, Electrical Engineering, or any related field, MBA graduate degree is a plus.

• 10+ years designing enterprise platforms/solutions; 6+ years hands on Service Now across multiple modules; lead/architect on 3+ end to end implementations.

• CAD and at least one CIS (ITSM/ITOM/CSM/HRSD/SPM/Sec Ops/IRM) — strongly preferred.

• Deep experience with ITSM/ITOM. Additional experience in any of CSM, ITBM, Sec Ops or, App Engine would be a great plus
• Proven ownership of CSDM adoption and CMDB strategy including Discovery and Service Mapping at scale.
• Strong integration background with API gateways and/or iPaaS/ESB (e.g., Apigee, Mule Soft, Azure API Management, Kong, Boomi, AWS API Gateway) and messaging/streaming (Kafka, Service Bus, Event Bridge, JMS).
• Security expertise: OAuth2/OIDC/SAML, mTLS, secrets management, ACL/RBAC, domain separation, audit and data retention; familiarity with ISO 27001/SOC 2 and sectoral needs (HIPAA, PCI) as applicable.
• SDLC/Dev Ops on Service Now:
  Git based workflows, Application Repository, CI/CD pipelines, and meaningful ATF coverage; experience with contract testing/consumer driven tests for integrations.
• Nonfunctional requirements: availability, latency, capacity, disaster recovery; demonstrated delivery of resilient, scalable designs.

Clear, concise architecture documentation and strong stakeholder communication skills.