ServiceNow Architect

Remote position with periodic travel to AEVEX facilities (Tampa, FL; Solana Beach, CA; other locations) as needed for implementation workshops, go-lives, and team events. Estimated travel: 10–20%. May require occasional work outside standard business hours for deployments, upgrades, or critical incident resolution.

This is a platform ownership role focused on the continued development, maturity, and expansion of Service Now across the organization. The successful candidate should think beyond individual tickets and enhancements and focus on process efficiency, automation, data integrity, user adoption, scalability, and long-term platform value.

The Service Now Architect will own assigned solutions and modules end-to-end, from requirements gathering and solution design through development, testing, deployment, documentation, and continuous improvement in production.

The role will initially support Service Now development and platform initiatives based on defined projects, enhancements, and organizational priorities, with the opportunity to assume greater platform ownership as Service Now capabilities and adoption continue to expand.

• Serve as a primary technical resource for the Service Now platform across the enterprise environment.
• Design, develop, test, deploy, and continuously improve Service Now solutions based on business and IT requirements.
• Build and manage Flow Designer flows, subflows, actions, approvals, notifications, and other automation.
• Manage Update Sets and controlled promotion of changes across Development, Test, and Production environments.
• Support platform upgrades, testing, release management, and ongoing platform health.
• Evaluate existing configurations and recommend opportunities to simplify, standardize, or improve solutions.

• Develop and mature ITSM capabilities including Incident, Problem, Change, Request, and Service Catalog.
• Configure and improve Change Management capabilities including change models, approvals, CAB workflows, risk assessment, and supporting automation.
• Design and maintain Service Catalog items, Record Producers, approval workflows, SLAs, and self-service capabilities.
• Improve agent work spaces, assignment processes, queues, forms, and other experiences that increase technician efficiency.
• Continuously improve the end-user experience through portal improvements, self-service, automation, and feedback-driven iteration.
• Identify unnecessary manual processes and develop practical solutions that improve service delivery.

• Develop and mature Hardware Asset Management (HAM) and Software Asset Management (SAM) capabilities within Service Now.
• Configure and improve hardware asset lifecycle processes including receiving, assignment, inventory, refresh, return, retirement, and disposal.
• Improve asset ownership, inventory visibility, normalization, reconciliation, and reporting.
• Develop software asset and license management capabilities including software inventory, entitlement and license visibility, utilization, and lifecycle management.
• Develop automation between asset management, request fulfillment, procurement, onboarding/offboarding, and other applicable processes.
• Maintain appropriate relationships between assets and Configuration Items within the CMDB.

• Mature and maintain the CMDB with an emphasis on accuracy, completeness, ownership, relationships, and data integrity.
• Configure and optimize Discovery schedules, MID Servers, Service Mapping, reconciliation rules, normalization, and CI relationships.
• Support ITOM capabilities that improve infrastructure and service visibility.
• Develop processes and automation to identify and remediate stale, duplicate, incomplete, or inaccurate CMDB data.
• Partner with infrastructure and application teams to establish appropriate CI ownership and data governance.

• Design, develop, and maintain integrations between Service Now and enterprise platforms using REST/SOAP APIs, Integration Hub, MID Server, and other supported integration methods.
• Design and deploy Integration Hub spokes, spoke actions, and reusable automation components.
• Integrate Service Now with enterprise identity, endpoint management, monitoring, security, business, and other platforms as requirements evolve.
• Identify opportunities to automate repetitive IT and business processes and reduce manual intervention.
• Design integrations with scalability,…