Intermediate Architect, IT ServiceNow Platform

The Intermediate Architect, IT Service Now is responsible for designing, configuring, and evolving the Service Now platform to support Carnival Cruise Line's IT service management and enterprise workflows. This role bridges business needs and technical execution, ensuring scalable, efficient, and user-friendly solutions that enhance service delivery and operational excellence.

Working closely with senior architects, developers, process owners, and managed service partners (e.g., DXC), this role contributes to platform architecture, implements solutions, and drives continuous improvement across modules such as Incident, Request, Change, Problem, Knowledge, and integrations with enterprise systems.

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* Essential Functions:

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* Platform Architecture & Design

+ Design and implement Service Now solutions aligned with enterprise architecture standards and ITIL practices

+ Translate business requirements into scalable technical designs and workflows

+ Contribute to the evolution of the Service Now architecture roadmap, ensuring long-term sustainability and performance

+ Ensure platform configurations follow best practices, avoiding unnecessary customization

Development & Configuration

+ Configure and develop Service Now modules including Incident, Request, Change, Problem, CMDB, and Knowledge

+ Build workflows, business rules, UI policies, client scripts, and integrations

+ Support development of self-service capabilities including service catalog and portal (Carnival Central)

+ Assist in building automation and orchestration to reduce manual effort

Integration & Data Management

+ Design and support integrations between Service Now and enterprise systems (e.g., Azure, monitoring tools, HR systems)

+ Ensure data integrity across CMDB and related systems

+ Participate in data modeling and governance to improve service visibility and reporting

Collaboration & Stakeholder Engagement

+ Partner with IT teams, business stakeholders, and managed service providers to gather requirements and deliver solutions

+ Support workshops and working sessions to define use cases and optimize processes

Operational Support & Continuous Improvement

+ Support platform performance, upgrades, and release management activities

+ Identify opportunities to improve service delivery through automation and optimization

+ Participate in incident resolution and root cause analysis related to the platform

+ Ensure compliance with security, governance, and audit requirements

** Knowledge, Skills & Abilities:*
* + Scope:
Supports enterprise-wide Service Now platform used across shoreside and shipboard operations. Impacts IT Service Management processes and end-user experience for thousands of users. Works within a hybrid delivery model including internal teams and managed service partners. Contributes to strategic initiatives such as digital transformation, self-service adoption, and automation.

+ Problem solving:
Analyses business and technical requirements to design effective solutions. Balances out-of-the-box capabilities vs. customization decisions. Troubleshoots integration, performance, and data-related issues. Identifies process inefficiencies and recommends improvements.

+ Impact:
Impacts IT Service Management processes and end-user experience for thousands of users.
Improves IT service delivery efficiency and user experience. Enables faster issue resolution and better operational insights. Supports scalability of IT systems as the business grows (ships, guests, employees). Reduces manual effort through automation and self-service.

+ Leadership:
Influences design decisions and promotes best practices. Collaborates across teams to align technology with business outcomes.

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* Qualifications:

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* + Bachelor's degree in Information Technology, Computer Science, or related field or equivalent work experience  required;
Masters degree a plus

+ Hands-on knowledge of JavaScript, Glide API, Flow Designer, Script Includes, Client Scripts.

+ Understanding of ITIL v3/v4 and experience applying it within enterprise Service Now implementations.

+ Familiarity with Agile/Scrum, Dev Ops pipelines, ATF, and CI/CD practices.

+ Ability to link platform decisions to enterprise business objectives and multi-year digital transformation initiatives.

+ Ability to analyze platform performance, troubleshoot systemic issues, and translate requirements into scalable solutions.

+ Ability to own architectural outcomes while working across delivery, operations, and vendor teams.

+ Knowledgeable of platform governance, continuous improvement, and leveraging new Service Now capabilities.

+ Technical knowledge in Microsoft technologies, essential for guiding strategic IT decisions and providing leadership advice.

+ Understanding of technical and conceptual aspects of mail flow systems and hybrid Active Directory environments.

+ Proficiency with a wide range of Microsoft products, emphasizing practical and strategic usage to enhance organizational IT infrastructure.

+ Ability to leverage extensive Microsoft technology…