Architect, IT Enterprise

Overview

The Architect, Enterprise Architecture – Service Now Platform & Solution Architect holds dual accountability for the technical foundation of the Service Now platform and the end-to-end design of every solution built on it. This role owns how the platform is structured, governed, and evolved at PDS Health — defining the principles, standards, and development patterns that all internal teams and third-party vendors must follow — and serves as the lead solution designer for every Service Now implementation, from requirements through delivery handoff.

Operating within the Enterprise Architecture practice and reporting to the Director of Enterprise Architecture, this position ensures that PDS Health’s growing Service Now investment — spanning IT Service Management (ITSM), Enterprise Service Management (ESM), HR Service Delivery (HRSD), Employee Center, Journey Management, Configuration Management Database (CMDB), Integration Hub, and Data Hub, with planned additions of App Engine, Workflow Data Fabric, Strategic Portfolio Management (SPM), and the Enterprise Architecture module — is governed, built, and extended in a way that is operationally sustainable, upgrade-safe, and technically consistent across all teams and vendors.

This role leads a small team of Service Now administrators and developers and serves as the primary Service Now platform authority across cross-functional planning, architecture review, and vendor engagement forums.

• Platform Architecture: Define and maintain the Service Now instance strategy, Common Service Data Model (CSDM), Role-Based Access Control (RBAC) model, environment topology, and platform health management practices.
• Principles, Standards & Development Patterns: Establish and enforce the complete framework of platform development standards — including configuration-first philosophy, scoped application mandate, Flow Designer automation standards, scripting guidelines, naming conventions, source control requirements, Automated Test Framework (ATF) testing thresholds, UI/UX standards, and technical debt governance.
• Solution Design: Serve as lead solution designer for all Service Now implementations; produce Solution Design Documents covering process flows, data models, integration touchpoints, RBAC changes, and UI specifications, and maintain implementation authority throughout delivery.
• Platform Governance: Chair the Service Now Technical Governance Board; hold gating authority over platform-level architectural decisions and exercise advisory oversight on module-specific solution designs for standards compliance.
• Integration Architecture: Define and enforce the approved integration pattern framework — Integration Hub spokes, Stream Connect for Apache Kafka (Workflow Data Fabric), zero-copy connectors, and Mule Soft-brokered patterns — including authentication, error handling, and spoke governance standards.
• Shared Services & Reusability: Build and maintain the catalog of reusable platform components; enforce a build-once/reuse-everywhere mandate and govern Now Assist AI configuration and Performance Analytics at the platform level.
• App Engine Governance: Establish and own the governance model for all custom application development on App Engine, including development standards, approval workflows, lifecycle management, and reuse enforcement.
• Vendor & Third-Party Governance: Define non-negotiable technical requirements for all external vendors and implementation partners; own technical acceptance criteria and ensure knowledge transfer is a required deliverable from every engagement.
• Platform Roadmap Advisory: Evaluate prospective Service Now modules for platform fit, sequencing dependencies, and licensing implications; maintain the platform capability roadmap and provide technical input to module acquisition decisions.
• Stakeholder Engagement: Translate platform standards and solution designs into actionable guidance for development teams and into clear, business-appropriate communication for process owners, IT leadership, and executive stakeholders.
• Team Leadership: Lead 1–2 Service Now administrators and/or developers; provide technical direction,…