Technical Solutions Architect - ServiceNow

Job Summary

As a Technical Solution Architect for Service Now, you will serve as the senior technical authority for the platform, translating complex business needs into scalable, resilient, and secure solutions. You will own the architecture, standards, and governance that keep Service Now performant and aligned with enterprise goals, partnering with stakeholders and delivery teams to design and guide implementations across the platform.

This is a senior individual contributor role reporting to the Head of Solution Enablement.

• Define and own the end-to-end technical architecture for the Service Now platform, translating complex business requirements into scalable, resilient, and high-performing solutions.
• Develop and maintain the platform roadmap, instance strategy, and technical standards spanning ITSM, ITOM, ITBM/SPM, ITAM (HAM/SAM), CMDB/CSDM, and custom scoped applications.
• Create technical blueprints, solution designs, and reference architectures that align with the Common Service Data Model (CSDM) and Service Now best practices.
• Lead architectural decision-making and design reviews, ensuring solutions are secure, upgradeable, and sustainable over the long term.
• Design and govern integrations using Integration Hub, REST/SOAP APIs, MID Servers, and ETL, establishing reusable patterns and standards.
• Provide architectural oversight for AI-enabled and automation capabilities within Service Now, evaluating new features and Now Platform releases for fit and value.
• Establish and enforce platform governance, including scoped application standards, coding standards, upgrade and release management, and performance engineering.
• Partner with business stakeholders and Solution Analysts to assess needs, recommend optimal solutions, and contribute to Statements of Work with clear business and technical requirements.
• Guide and mentor developers, administrators, and implementation partners throughout the delivery lifecycle, providing hands‑on technical direction and code review.
• Configure and prototype Service Now modules, workflows, and applications to validate designs and accelerate delivery.
• Own the health and integrity of the CMDB and data model, ensuring accurate, well‑governed configuration data across the platform.
• Lead technical validation and testing activities, troubleshoot complex issues, and ensure successful deployment, adoption, and knowledge transfer.
• Maintain comprehensive architecture, design, and configuration documentation to ensure operational clarity and accessibility.
• Analyze existing processes and platform usage to identify inefficiencies, propose optimizations, and drive continuous improvement and innovation.
• Serve as a subject matter expert and trusted advisor on Service Now capabilities, guiding leadership on platform strategy and technology decisions.

• Education:
  
  Bachelor’s degree in Computer Science, Information Technology, a related field, or equivalent experience.
• Experience:
  
  7+ years in enterprise or solution architecture, including 5+ years of hands‑on Service Now design, configuration, and implementation experience across multiple product lines.
• Skills:
  
  Service Now Platform Expertise:
  Deep, hands‑on knowledge of the Now Platform, including ITSM, ITOM (Discovery, Service Mapping, Event Management), ITAM, and CMDB/CSDM, plus scoped application development.
• Architecture & Governance:
  Proven ability to design instance strategy, platform standards, upgrade/release management, and performance engineering using industry‑standard architectural frameworks.
• Integration & Development:
  Strong command of integration patterns and standards (Integration Hub, REST/SOAP, MID Server, ETL) and proficiency in JavaScript, Flow Designer, and related web technologies.
• Analytical…