Job Description

Job Title: ServiceNow Architect

About the Role

We are looking for a ServiceNow Architect to lead the overall design, architecture, and governance of the ServiceNow platform. This role requires deep hands‑on experience across multiple ServiceNow products, strong understanding of platform architecture, and the ability to guide development teams while working closely with process owners, business leaders, and technical stakeholders. You will define standards, design scalable solutions, and ensure the platform supports long‑term business needs.

Key Responsibilities

• Own the end‑to‑end architecture of the ServiceNow platform across ITSM, CMDB, and at least one additional product such as ITOM, ITAM (SAM/HAM), HRSD, SecOps.
• Design scalable, maintainable solutions aligned with platform best practices and organizational standards.
• Translate business requirements into technical designs, data models, workflows, and integrations.
• Lead technical design sessions, solution reviews, and architecture discussions with developers and stakeholders.
• Oversee complex configurations: Business Rules, Script Includes, Client Scripts, UI Policies, UI Actions, ACLs, and Flow Designer logic.
• Guide integration design using Scripted REST APIs, IntegrationHub, and external systems.
• Ensure CMDB structure, relationships, and data quality support service mapping and operational processes.
• Support platform upgrades, patching, regression testing, and long‑term platform roadmap planning.
• Troubleshoot high‑impact issues, perform root‑cause analysis, and recommend permanent fixes.
• Provide technical leadership to developers and administrators; review code and ensure adherence to standards.
• Define governance, naming conventions, documentation practices, and development guidelines.
• Partner with security, infrastructure, and application teams to ensure compliance and platform stability.
• Drive automation, workflow optimization, and platform performance improvements.
• Maintain clear documentation for designs, integrations, data models, and architectural decisions.

Core Technical Skills

• Deep understanding of ServiceNow architecture, data models, tables, ACLs, and role‑based access.
• knowledge of Data Fabric and Creator Pro addon.
• Strong expertise in ITSM, ITAM and ITOM (required).
• Hands‑on experience with at least two additional modules: ITOM, ITAM (SAM/HAM), HRSD, SecOps, SPM, or ATF.
• Advanced scripting skills: JavaScript (server and client), Glide APIs, Script Includes, and UI scripting.
• Strong knowledge of Flow Designer, Workflow Editor, and process automation.
• Experience designing and maintaining Scripted REST APIs, integrations, and data exchange patterns.
• Solid understanding of CMDB relationships, discovery patterns, service mapping, and data governance.
• Familiarity with Service Portal, widgets, and UI customization.
• Understanding of ATF for automated testing.
• Strong grasp of ITIL processes and how they map to ServiceNow modules.
• Experience with Scoped Apps, custom tables, and application lifecycle management.

Qualifications

• 10+ years of hands‑on ServiceNow experience, including development and administration.
• Proven experience designing enterprise‑level ServiceNow solutions.
• Strong understanding of platform best practices, architecture principles, and governance.
• Experience working in Agile or hybrid delivery environments.
• ServiceNow certifications such as CSA, CAD, CIS (ITSM/CMDB/HRSD), or CTA are preferred.
• Ability to mentor developers and admins and lead technical discussions.
• Strong communication skills and ability to work with both technical and business stakeholders.

JCI is an Equal Opportunity Employer and does not discriminate on the basis of any protected categories.