Chief Technical Architect-ServiceNow

Role Overview

The ServiceNow Technical Architect will lead the architecture, design governance, and technical delivery framework for enterprise-wide ServiceNow implementations. The role will define platform architecture standards, integration frameworks, data governance models, automation strategies, and best practices aligned with the organization’s digital transformation roadmap.

The architect will ensure scalable, secure, and high-performing ServiceNow platform solutions across ITSM, ITOM, HRSD, CSM, SecOps, and custom applications.

Key Responsibilities

Work Package 1 – Strategy & Architecture Alignment

· Define enterprise ServiceNow architecture framework and design standards.

· Design scalable reference architectures for single-instance and multi-instance deployments.

· Define data model strategy, CMDB architecture, and service mapping standards.

· Establish security, access control, and platform governance guidelines.

· Align ServiceNow architecture with enterprise IT and digital strategy.

Work Package 2 – Platform Governance & Operating Model

· Define technical governance model including design review boards and architecture approvals.

· Establish development standards, code review processes, and instance management strategy.

· Define upgrade strategy and platform lifecycle management framework.

· Implement performance monitoring and platform health governance.

· Align ServiceNow delivery model with organizational ITIL and Agile practices.

Work Package 3 – Capability Build & Asset Development

Develop reusable frameworks and accelerators including:

Scoped application design templates

Integration frameworks (REST, SOAP, MID Server architecture)

CMDB data governance models

Automation and workflow standards

UI/UX and portal development standards

Design and implement CI/CD pipeline for ServiceNow using DevOps integration tools.

Create implementation playbooks, technical documentation, and operational runbooks.

Define integration architecture with enterprise systems (ERP, CRM, IAM, Monitoring tools).

Work Package 4 – Solution Delivery & Technical Leadership

Lead end-to-end technical architecture for complex ServiceNow implementations.

Provide architectural oversight across modules such as:

IT Service Management (ITSM)

IT Operations Management (ITOM)

HR Service Delivery (HRSD)

Customer Service Management (CSM)

Security Operations (SecOps)

Conduct technical workshops and solution design sessions with stakeholders.

Ensure best practices in performance optimization, security hardening, and scalability.

Support pre-sales solutioning, estimations, and proposal development.

Work Package 5 – Transition & Knowledge Transfer

· Mentor ServiceNow developers, administrators, and solution architects.

· Establish Center of Excellence (CoE) model for ServiceNow capability development.

· Deliver complete architecture documentation and reusable asset repository.

· Support transition of platform ownership to internal teams.

Required Skills

Deep expertise in the ServiceNow platform architecture and administration.

Strong experience across multiple ServiceNow modules including:

· IT Service Management

· IT Operations Management

· HR Service Delivery

· Customer Service Management

· Security Operations

Strong expertise in:

CMDB architecture and Service Mapping

Integration architecture (REST/SOAP APIs, MID Server)

JavaScript, Glide API, Script Includes, Business Rules

Flow Designer and Workflow automation

Performance tuning and instance optimization

DevOps and CI/CD integration with ServiceNow

Qualifications

· Bachelor’s or Master’s degree in Computer Science / Engineering.

· 10–15+ years of IT experience with 5+ years in ServiceNow architecture roles.

· Proven experience leading large-scale enterprise ServiceNow implementations.

· Experience working in regulated or large enterprise environments.

Preferred Certifications

· ServiceNow Certified Technical Architect (CTA)

· ServiceNow Certified System Administrator (CSA)

· ServiceNow Certified Implementation Specialist (CIS – ITSM/ITOM/HRSD/CSM)

· TOGAF or Enterprise Architecture Certification