Job Description

We are seeking a ServiceNow Architect to lead the design, governance, and evolution of the ServiceNow platform. This role serves as the technical authority and strategic owner of the platform, ensuring all solutions are scalable, secure, and aligned with business priorities.
The ServiceNow Architect will play a critical role in post-go-live stabilization, platform governance, and long-term roadmap execution, ensuring ServiceNow becomes a scalable, enterprise-grade system of record for IT and business workflows.
This role partners with business leaders, IT teams, and developers to define architecture standards, guide implementations, and drive continuous platform maturity and automation.

JOB DUTIES:

Platform Architecture & Strategy

• Define and own the end-to-end ServiceNow architecture across all modules and integrations.
• Develop and maintain a multi-year platform roadmap aligned to ITSM maturity, automation goals, and business priorities.
• Lead the transition from initial implementation to a governed, scalable platform operating model.
• Ensure the platform is optimized for performance, scalability, and long-term sustainability.
• Evaluate and recommend new ServiceNow capabilities and innovations to drive value.

Solution Design

• Design end-to-end ServiceNow solutions for complex business and operational requirements.
• Create high-level and detailed architecture designs, including:
• Workflow automation
• Data model and CMDB structure
• Integration patterns
• Translate business needs into scalable technical solutions and blueprints.
• Ensure designs align with best practices and minimize technical debt.

Governance & Platform Standards

• Establish and enforce ServiceNow governance, standards, and architectural guardrails.
• Define and implement:
  o Development standards
  o Integration frameworks
  o Data and CMDB governance models
• Lead architecture review processes (design authority)
• Ensure compliance with enterprise architecture, security, and regulatory requirements

Post-Go-Live Stabilization & Platform Maturity

• Lead post-go-live stabilization and governance model implementation.
• Define architecture supporting:
  o SLA-driven ITSM processes
  o Incident, Problem, and Change process standardization
  o Major Incident (Sev 1 and 2) improvements
• Establish a structured operating model for ServiceNow delivery and support
• Identify and remediate platform inefficiencies, technical debt, and process gaps.
  

Automation & Continuous Improvement

• Drive architecture for workflow automation and process optimization initiatives.
• Define reusable patterns to increase automation and reduce manual effort.
• Enable capabilities such as:
  o Self-service
  o Knowledge-driven support
  o Proactive problem management
• Align platform initiatives to improve service reliability, SLA performance, and user experience.
  

Integration & Enterprise Alignment

• Define and lead integration strategy between ServiceNow and enterprise systems
• Drive integration expansion roadmap across key platforms (e.g., HR Systems, identity, endpoint management tools)
• Ensure scalable, secure, and reliable data flows across systems.
• Collaborate with enterprise architecture, infrastructure, security, and data teams.

Technical Leadership & Team Enablement

• Provide technical leadership and direction to developers, administrators, and platform teams.
• Mentor team members and elevate overall platform capability.
• Review and approve solution designs and technical implementations.
• Help establish a high-performing, internally owned ServiceNow capability
• Delivery Oversight & Lifecycle Management
• Oversee architecture across the full lifecycle:
  o Requirements, Design, Build, Deploy, Optimize
• Support large-scale implementations, upgrades, and platform changes.
• Define release management, upgrade, and regression strategies.
• Ensure platform stability during periods of change and growth.

Stakeholder Engagement

• Act as a trusted advisor to IT leadership and business stakeholders
• Facilitate architecture workshops and design discussions
• Translate complex technical decisions into business impact
• Align technical delivery with business goals and operational priorities

YOU MUST HAVE:

Experience

• 10+ years of IT experience, with 12+ years on the ServiceNow platform
• Proven experience designing and implementing enterprise-scale ServiceNow solutions
• Prior role as a Senior Developer, Lead Engineer, or Architect
  

Technical Skills

• Deep expertise in:
  o ServiceNow platform architecture and data model
  o ITSM (required), with additional modules (ITOM, HRSD, CSM, GRC) preferred
• Strong experience with:
  o Integration design (REST, SOAP APIs)
  o Workflow automation and process design
  o CMDB and data architecture
• Strong understanding of:
  o Platform scalability and performance
  o Security architecture and access controls
  o Upgrade and release management

Soft Skills

• Strong leadership and decision-making capability
• Excellent communication across technical and executive audiences
• Ability to influence stakeholders and drive alignment
• Strategic mindset with strong problem-solving ability
• Ability to balance short-term delivery with long-term platform integrity
  

WE VALUE:

• Significant experience in cloud software development: designing, developing and debugging scalable solutions
• Experience leading scrum teams or Software Architecture development
• Solid understanding of software development fundamentals
• Experience with contemporary development tools such as Git, continuous integration and automated testing frameworks
• Significant working knowledge of management tools such as SharePoint, Jira, Rally and Clarity PPM
• Experience working in DevOps model
• Passion for new technologies and innovation
• Conveys specific, observable, and/or measurable expectations for each assignment, and verifies understanding and agreement on deliverables and timeframes

WHAT'S IN IT FOR YOU:

• Benefits that go beyond Mexican labor law, ensuring your well-being and peace of mind.
• A collaborative and inclusive work environment where your contributions are valued.
• Opportunities for continuous professional growth and skill development through training, mentoring, and challenging projects.
• Access to cutting-edge tools, resources, and a supportive team to help you excel.
• The chance to work with a global, innovative company shaping the future in its industry.

#LI-CM1
#LI-Hybrid