ServiceNow Architect

🔥 1 minute ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🔴 Lead

🔧 ServiceNow

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Presidio

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

💼 Consulting

🏥 Healthcare

📦 Logistics

Consulting • Healthcare • Logistics

Presidio is a global IT solutions and services firm that designs, implements, and manages agile, secure digital platforms to help enterprise customers accelerate digital transformation. Its offerings include cloud migration and modern platforms, managed services, AI and data analytics (including agentic and private AI), cybersecurity, networking, collaboration, and lifecycle/finops and procurement/consumption financing. Presidio serves regulated and enterprise sectors such as healthcare, media & entertainment, finance, public sector and utilities.

📋 Description

• Own and maintain the target architecture, technical standards, design principles, and architectural roadmap for Presidio's Managed Services ServiceNow platform • Provide architectural leadership for domain separation, including data isolation, visibility, configuration, security, reporting, integrations, and cross-domain platform behavior • Guide transformation of a highly customized environment toward maintainable, scalable, upgrade-friendly out-of-the-box capabilities • Evaluate customizations and technical debt, recommend disposition plans, and prioritize remediation • Lead solution architecture for ITOM Discovery, Event Management, ITSM Pro, Customer Success Management, Project Portfolio Management, Customer Service Management, and future approved capabilities • Translate business strategy and service objectives into platform architecture and implementation roadmaps • Collaborate with the ServiceNow Platform team, developers, administrators, process owners, Service Delivery leaders, security teams, and integration owners • Establish and operate platform governance, including architecture review, technical design approval, development standards, release readiness, and exception management • Assess whether ServiceNow is the appropriate solution and recommend alternative approaches when appropriate • Define reusable patterns and guardrails for configuration, development, integrations, automation, reporting, portals, data management, and domain-separated solutions • Provide day-to-day technical guidance, design reviews, code reviews, troubleshooting support, development patterns, and mentoring to developers • Participate in hands-on development, prototyping, complex configuration, defect resolution, and technical validation • Ensure secure development practices, least-privilege access, data protection, and customer-data separation • Design and govern integrations with monitoring, observability, customer, identity, collaboration, financial, and other enterprise platforms • Establish integration standards for APIs, IntegrationHub, 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 • Align platform design with ITIL practices and Managed Services operating processes • 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, environment management, and production readiness reviews • Assess technical impact of ServiceNow releases and application changes and develop adoption plans • Support root cause analysis and resolution for complex platform, integration, performance, and data issues • Promote automation, platform health, observability, and continual improvement • Communicate architecture decisions, risks, dependencies, and recommendations to technical teams, business stakeholders, and leadership • Meet performance objectives related to reducing customization and technical debt, increasing out-of-the-box adoption, maintaining architecture documentation, improving upgrade readiness, delivering approved product milestones, improving CMDB/Discovery/event/integration health, reducing defects and rework, and meeting security, scalability, maintainability, and supportability requirements

🎯 Requirements

• Bachelor's degree or equivalent experience and/or military experience • 8+ years of experience working with ServiceNow, including architecture, design, configuration, and development responsibilities • 3+ years of experience architecting ServiceNow solutions in a Managed Services Provider or complex multi-customer environment • Demonstrated experience designing, implementing, or supporting ServiceNow domain separation • Strong hands-on ServiceNow development experience, including JavaScript, Business Rules, Script Includes, Flow Designer, integrations, APIs, and platform debugging • Experience leading reduction of platform customization and adoption of out-of-the-box ServiceNow capabilities • Experience architecting complex integrations using REST, SOAP, IntegrationHub, MID Servers, webhooks, and secure authentication patterns • Experience with ITSM and CMDB architecture, data modeling, identification and reconciliation, Discovery, and operational data governance • Experience providing technical leadership, code and design reviews, mentoring, and day-to-day guidance to developers • Ability to evaluate business requirements, identify tradeoffs, and make recommendations regarding platform fit and solution approach • Strong understanding of platform security, access controls, data segregation, performance, scalability, release management, and upgrade practices • Strong written, verbal, facilitation, documentation, and stakeholder management skills • Preferred: experience with ITOM Discovery, Event Management, ITSM Pro, Customer Success Management, Project Portfolio Management, and Customer Service Management • Preferred: experience supporting ServiceNow in a global, highly integrated, or regulated enterprise environment • Preferred: experience with service mapping, observability integrations, alert management, automation, and proactive operations • Preferred: experience with ServiceNow Automated Test Framework, source control, application development standards, and CI/CD practices • Preferred: experience with ServiceNow portals, workspaces, reporting, Performance Analytics, and customer-facing experiences in a domain-separated environment • Preferred: knowledge of ITIL practices, product management, architecture governance, and platform operating models • Preferred: current ServiceNow Certified System Administrator and Certified Application Developer credentials • Preferred: ServiceNow Certified Technical Architect, Certified Master Architect, or relevant implementation specialist certifications

🏖️ Benefits

• Remote work arrangement • Approximately 5% associated travel • Equal opportunity employment • Reasonable accommodations for individuals with disabilities • Priority referral consideration for protected veterans