Role Overview
The ServiceNow Architect is a strategic technology leadership role responsible for defining, governing, and evolving the enterprise ServiceNow platform architecture. This role provides architectural leadership across transformation programs, platform modernization, enterprise integrations, artificial intelligence (AI)-enabled capabilities, and operational excellence initiatives.
Serving as the technical authority for the ServiceNow ecosystem, the Architect ensures scalable, secure, and sustainable platform solutions that align business objectives with enterprise architecture standards and ServiceNow best practices. The role partners with executives, business leaders, product owners, and delivery teams to drive measurable outcomes through digital workflow transformation, automation, and AI.
Key Responsibilities
1. Enterprise Architecture & Platform Strategy
- Define and maintain the ServiceNow enterprise architecture roadmap and multi-year modernization plan.
- Establish platform governance, standards, and architectural principles.
- Drive platform rationalization, technical debt reduction, and reusable architecture patterns.
- Ensure alignment with enterprise security, compliance, and operational standards.
2. Platform Architecture Leadership
Lead architecture and design across the ServiceNow portfolio, including:
- IT Service Management (ITSM), IT Operations Management (ITOM), IT Asset Management (ITAM)
- Strategic Portfolio Management (SPM), Security Operations (SecOps)
- Workplace Service Delivery (WSD), Service Operations Workspace (SOW), Employee Center
- Knowledge Management, AI Ops, Now Assist, Performance Analytics
- Integration Hub, Configuration Management Database (CMDB) & Common Service Data Model (CSDM)
- Service Portal and Employee Experience
Responsibilities span enterprise solution architecture, domain governance, scalability, data and security architecture, technical design reviews, and roadmap planning.
3. Transformation Program Leadership
Provide architectural leadership for strategic initiatives:
ITSM Transformation
- Incident, Problem, Change, Request, and Major Incident Management modernization; Service Level Agreement (SLA) and Key Performance Indicator (KPI) optimization.
ITOM & CMDB Transformation
- Discovery, Service Mapping, CMDB governance, asset normalization, Event Management, and operational visibility.
AI & Automation
- Now Assist, AI Search, Predictive Intelligence, Virtual Agents, intelligent routing, automated remediation, and workflow automation.
Platform Modernization
- Technical debt remediation, platform health, upgrade strategy, workflow modernization, and legacy rationalization.
4. Integration & Ecosystem Architecture
Lead enterprise integration strategy leveraging Integration Hub, REST/SOAP Application Programming Interfaces (APIs), MID Servers, event-driven architecture, and workflow orchestration. Architect integrations with Atlassian Jira, Azure DevOps, Microsoft Teams, Active Directory, Enterprise Resource Planning (ERP) platforms, monitoring and security tools, Continuous Integration/Continuous Deployment (CI/CD) platforms, and cloud environments.
5. Governance & Standards
- Establish Architecture Review Board processes and design standards.
- Govern customizations and promote an Out-of-the-Box (OOTB)-first approach.
- Define release, upgrade, security, and compliance governance.
- Drive ongoing platform health initiatives.
6. Delivery Oversight
Provide architecture governance across the full lifecycle — Requirements, Architecture, Design, Build, Test, Deploy, and Operate — ensuring compliance, quality, scalability, security, maintainability, performance, and upgradeability.
7. Executive Stakeholder Engagement
- Serve as trusted advisor to executives and business leaders.
- Facilitate roadmap and investment planning discussions.
- Present architecture strategies and align business priorities with technology capabilities.
- Lead value realization initiatives.
8. Innovation & Emerging Technologies
Evaluate and implement Generative AI, Now Assist, AI Control Tower, Platform Analytics, Predictive Intelligence, Workflow Automation, Digital Employee Experience solutions, and low-code/no-code innovations.
Qualifications
- 12+ years of overall Information Technology (IT) experience.
- 8+ years of ServiceNow architecture experience.
- 5+ years in Enterprise or Solution Architecture leadership.
- Proven delivery leading enterprise ServiceNow transformation programs across multiple product lines.
- Experience managing multi-million-dollar ServiceNow portfolios.
- Strong background in ITSM, ITOM, ITAM, SPM, and platform architecture.
- Experience delivering AI-enabled ServiceNow solutions.
Preferred Certifications
ServiceNow
Certified Technical Architect (CTA) or Certified Master Architect (CMA) preferred; Certified System Administrator (CSA), Certified Application Developer (CAD), and Certified Implementation Specialist (CIS) in ITSM, Discovery, ITOM, Hardware Asset Management (HAM), Software Asset Management (SAM), SPM, or SecOps.
Additional
The Open Group Architecture Framework (TOGAF); Scaled Agile Framework (SAFe) Agilist; Information Technology Infrastructure Library (ITIL) Expert or Managing Professional; Amazon Web Services (AWS) or Microsoft Azure Architect certification.
What Success Looks Like
- Successful execution of the ServiceNow demand portfolio.
- Scalable enterprise architecture supporting future growth.
- Increased adoption of ITSM, ITOM, SPM, ITAM, SecOps, and AI capabilities.
- Improved platform health and reduced technical debt.
- Measurable gains in operational efficiency and user experience.
- Successful AI and automation transformation outcomes.
- Strong governance, standards, and architectural discipline platform-wide.
K&B Global is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all team members.
*WE DO NOT TAKE THIRD PARTY AGENCIES OR C2C* *DO NOT EMAIL K&B EMPLOYEES*
Pay: $47.00 - $90.00 per hour
Work Location: Hybrid remote in Plano, TX 75023
