Service Architect

Service Now Architect

Location:

Phoenix, AZ

Employment type:

C2C

Job Summary:

As a Service Now Architect, you will lead the design, development, and implementation of enterprise Service Now solutions. You will work closely with business and technical stakeholders to translate requirements into scalable, secure, and high-performing platform architectures. This role requires deep expertise in Service Now modules, integrations, and enterprise architecture best practices.

• Define end-to-end Service Now platform architecture across ITSM, ITOM, ITAM, CSM, HRSD, Sec Ops, and custom apps.
• Design scalable, secure, and high-availability Service Now solutions aligned with enterprise standards.
• Establish domain separation, CMDB architecture, data models, and integration patterns.
• Act as the final technical authority for Service Now design decisions.

• Architect ITSM processes:
  Incident, Problem, Change, Request, Knowledge, and Service Catalog.
• Design ITOM solutions including Discovery, Service Mapping, Event Management, and AIOps.
• Integrate Service Now with monitoring & observability tools (Datadog, Splunk, Cloud Watch, Azure Monitor, Prometheus).
• Enable event correlation, alert noise reduction, and automated remediation.
• Align Service Now with SRE principles (SLIs, SLOs, error budgets, MTTR reduction).

• Own CMDB architecture and governance, ensuring data accuracy, completeness, and compliance.
• Define CI classes, relationships, reconciliation rules, and data sources.
• Drive CMDB health KPIs and compliance reporting.
• Align CMDB with cloud, application, and network architectures.

• Architect integrations using REST, SOAP, MID Server, Integration Hub, Spokes, and Event APIs.
• Design bi-directional integrations with:
  • Cloud platforms (AWS, Azure, GCP)
  • CI/CD tools (Jenkins, Git Hub, Git Lab)
  • Identity systems (AD, Azure AD, Okta)
  • Monitoring, logging, and security platforms
• Implement workflow automation using Flow Designer, Orchestration, and Runbooks.

• Design secure architectures with RBAC, ACLs, data separation, encryption, and audit logging.
• Ensure compliance with SOX, SOC2, ISO, HIPAA (as applicable).
• Lead performance tuning, instance optimization, and upgrade planning.
• Define platform resiliency and DR strategies.

• Define and enforce Service Now development standards and best practices.
• Establish release management, upgrade strategy, and CI/CD for Service Now.
• Govern customization vs configuration decisions.
• Mentor developers, admins, and platform owners.

• Partner with business leaders, product owners, and enterprise architects.
• Translate business requirements into technical solutions and roadmaps.
• Lead architecture reviews, technical design sessions, and platform governance boards.
• Provide technical leadership for Service Now programs and implementations.

• 10+ years of IT experience with 6+ years in Service Now.
• Strong hands-on experience as a Service Now Architect or Lead Developer.
• Deep expertise in ITSM, ITOM, CMDB, and Service Now core platform.

Flexible work from home options available.