Applications Architect - Service Now Platform Owner

Arizona Department of Administration • Phoenix, AZ

12d • $90,000 - $105,000 • Remote

About The Position

The ServiceNow Platform Owner is responsible for the strategic direction,
governance, and overall performance of the ServiceNow platform. This role
ensures alignment between business objectives and platform capabilities while
driving continuous improvement, security, and user experience excellence.

Requirements

• Deep knowledge of ServiceNow functionality (ITSM, CMDB, ITOM, HRSD, CSM), table structures, workflows, integrations, and platform configuration best practices
• Understanding of ITIL processes, service management governance models, service catalog management, incident/problem/ change workflows
• Systems design, platform governance methodologies, and enterprise architecture concepts relevant to cloud platforms
• Agile/Scrum methodologies, backlog management, prioritization techniques, and product lifecycle management
• Understanding of data models, audit requirements, compliance standards, access control, and information security principles
• Service licensing models, SNOW development, vendor performance evaluation, and platform entitlement oversight.
• Create, maintain, and communicate a long-term roadmap aligned with organizational priorities
• Translating business needs into technical requirements and actionable work items
• Diagnosing platform issues, evaluate solution options, and make decisions balancing risk vs. value
• Communicating technical and strategic concepts clearly to executive, technical, and non-technical audiences
• Managing competing priorities, assessing value, and maintaining a healthy backlog
• Vendor Management
• Complex relational database tasks
• Complete lifecycle system designs, analysis, and testing procedures
• Influence cross-functional teams and stakeholders to align with platform governance and strategy
• Demonstrate strong problem-solving skills with the ability to communicate how to correct the problem to other staff
• Analyze basic to complex situations to determine the best way to develop a solution
• Interface with users and all stakeholders in order to determine their evolving needs
• Work independently as well as in a team
• Work in a remote setting
• Bachelor’s degree in Information Technology, Computer Science, or related field and 10 plus years of programming and analysis experience to include 5+ years working with ServiceNow in an administrative, development, or platform ownership capacity (or equivalent experience).
• Successfully pass fingerprint background check, prior employment verifications and reference checks; employment is contingent upon completion of the above-mentioned process and the agency’s ability to reasonably accommodate any restrictions.
• Travel may be required for State business. Employees who drive on state business must complete any required driver training (see Arizona Administrative Code R2-10-207.12.)
• All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

Nice To Haves

• Master's degree in related field. ServiceNow certifications (CSA required; CIS, CAD, or CPM preferred). Experience in enterprise ITSM/ITOM/CMDB environments. Familiarity with Agile methodologies and product management principles.

Responsibilities

• Platform Strategy & Roadmap Management: Develop, maintain, and communicate the long-term strategic roadmap for the ServiceNow platform, ensuring alignment with organizational goals and digital transformation initiatives. Evaluate new ServiceNow releases, features, and products to determine applicability, business value, and timing for adoption. Lead discussions with executives, business stakeholders, and IT leadership to define priorities and strategic direction for platform evolution.
• Governance, Standards, & Compliance: Establish and enforce platform governance, architectural standards, and configuration guidelines to ensure scalability, maintainability, and compliance. Oversee change management processes related to platform updates, enhancements, and integrations to maintain system stability and data integrity. Ensure compliance with internal audit requirements, data privacy laws, security protocols, and organizational policies.
• Backlog, Demand, & Portfolio Management: Own the platform backlog by reviewing requests, gathering requirements, assessing business value, and prioritizing work based on strategic impact, risk, and capacity. Conduct intake meetings, scope assessments, and feasibility analyses with internal customers to translate business needs into clear requirements. Balance innovation, technical debt remediation, and operational needs to maintain a healthy pipeline of ongoing improvements.
• Solution Design & Delivery Oversight: Guide and oversee the design and implementation of solutions across ServiceNow modules (e.g., ITSM, CMDB, ITOM, HRSD, CSM). Review technical designs, configurations, scripts, workflows, and integrations to ensure adherence to standards and best practices. Partner with development and administration teams to ensure high-quality delivery, effective sprint planning, and successful testing activities.
• Operational Performance & Platform Health: Monitor and ensure platform reliability, performance, data quality, and overall user experience. Maintain responsibility for platform availability, uptime, and SLAs, escalating and coordinating resolution of issues as needed. Oversee major updates, patches, and releases, including planning, testing, communication, and adoption support.
• Stakeholder Engagement & Communication: Serve as the primary liaison between IT and business units for all platform-related initiatives, updates, and governance matters. Facilitate workshops, demos, and training sessions to enhance user understanding and maximize adoption. Communicate roadmap updates, project status, and platform metrics to leadership and stakeholders in a clear and actionable format.
• Vendor, Licensing, & Contract Management: Manage the relationship with ServiceNow, implementation partners, and third-party vendors to ensure value delivery and support alignment. Oversee licensing models, entitlements, and usage to optimize cost and ensure compliance. Evaluate new vendor offerings, statements of work, and renewals for alignment with platform strategy and technical standards.
• Team Leadership & Development: Provide functional oversight of ServiceNow administrators, developers, and analysts, ensuring clarity of expectations and alignment with platform goals. Mentor team members on best practices, technical standards, governance, and effective solution design. Support workload planning, capacity management, and performance development for platform team members.
• Continuous Improvement & Innovation: Identify opportunities to automate processes, reduce manual work, improve data accuracy, and enhance user experience. Drive the expansion of the ServiceNow platform into new business areas by identifying additional capabilities and value-add use cases. Establish KPIs and performance metrics to demonstrate platform value and monitor ongoing performance trends.

Benefits

• 10 paid holidays per year
• Paid Vacation and Sick time off (13 and 12 days per year respectively) - start earning it your 1st day (prorated for part-time employees)
• Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child.
• Other Leaves - Bereavement, civic duty, and military.
• A top-ranked retirement program with lifetime pension benefits
• A robust and affordable insurance plan, including medical, dental, life, and disability insurance
• Participation eligibility in the Public Service Loan Forgiveness Program (must meet qualifications)
• RideShare and Public Transit Subsidy
• A variety of learning and career development opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level