ServiceNow Architect

At Presidio, we're at the forefront of a global technology revolution, transforming industries through cutting-edge digital solutions and next-generation AI. We empower businesses - and their internal customers - to achieve more through innovation, automation, and intelligent insights.

At Presidio provide architectural leadership for Presidio's Managed Services Service Now platform. This role reports to the Platform Strategy and Design Architect and works closely with the Service Now Platform team to continuously maintain, simplify, and scale a complex, highly integrated environment as the business evolves. The architect is responsible for ensuring the platform remains sustainable, supportable, and aligned to long-term business needs, including modules and capabilities that support a Managed Services environment.

The role establishes technical direction, supports platform governance, oversees new and future integrations, and helps determine when business requirements should be implemented in Service Now and when another solution is more appropriate.

This role will be remotely based in the Continental US with associated travel of 5%.

• Own and maintain the target architecture, technical standards, design principles, and architectural roadmap for the Service Now platform within a Managed Services Provider environment.
• Provide architectural leadership for domain separation, including data isolation, visibility, configuration, security, reporting, integrations, and cross-domain platform behavior.
• Guide the transformation of a highly customized environment toward maintainable, scalable, and upgrade-friendly out-of-the-box capabilities.
• Evaluate existing customizations and technical debt, recommend disposition plans, and prioritize remediation based on risk, value, supportability, and platform strategy.
• Lead solution architecture for ITOM Discovery, Event Management, ITSM Pro, Customer Success Management, Project Portfolio Management, Customer Service Management, and future approved capabilities.
• Partner with the Platform Strategy and Design Architect to translate business strategy and service objectives into platform architecture and implementation roadmaps.
• Work closely with the Service Now Platform team, developers, administrators, process owners, Service Delivery leaders, security teams, and integration owners.
• Help establish and operate platform governance, including architecture review, technical design approval, development standards, release readiness, and exception management.
• Assess requests to determine whether Service Now is the appropriate solution and recommend alternative approaches when requirements do not align with platform strategy or capabilities.
• Define reusable patterns and guardrails for configuration, development, integrations, automation, reporting, portals, data management, and domain-separated solutions.
• Provide day-to-day technical guidance to Service Now developers, including design reviews, code reviews, troubleshooting support, development patterns, and mentoring.
• Participate in hands-on development, prototyping, complex configuration, defect resolution, and technical validation when needed.
• Ensure solutions follow secure development practices, least-privilege access principles, data protection requirements, and appropriate separation of customer data.
• Design and govern integrations with monitoring, observability, customer, identity, collaboration, financial, and other enterprise platforms.
• Establish integration standards covering APIs, Integration Hub, MID Servers, authentication, error handling, monitoring, performance, support ownership, and lifecycle management.
• Provide architectural direction for Discovery, service mapping, CMDB data quality, identification and reconciliation, event ingestion, alert correlation, and operational workflows.
• Partner with process owners to align platform design with ITIL practices and Managed Services operating processes while avoiding unnecessary customization.
• Ensure architecture decisions account for scalability, availability, performance, maintainability, upgradeability, licensing, and total cost of ownership.
• Create and maintain architecture diagrams, design documents, decision records, data flows, integration inventories, standards, and technical runbooks.
• Participate in release planning, upgrade planning, testing strategy, clone planning,…