Enterprise Architect – ServiceNow Platform

Matrix Global•New York, NY

12d

About The Position

We are seeking an experienced Enterprise Architect – ServiceNow Platform to serve as the strategic owner of the enterprise ServiceNow ecosystem. This role will be responsible for defining platform architecture, governance, standards, and long-term roadmap while ensuring scalability, security, reliability, and continuous improvement across the organization. The ideal candidate will lead architecture initiatives spanning ServiceNow ITSM, ITOM, ITAM, CMDB, Discovery, integrations, automation, and service management capabilities. The architect will partner with business and technology stakeholders to drive platform modernization, operational excellence, automation, and adoption of emerging technologies including AI-enabled workflows and service operations.

Requirements

Bachelor's degree in Computer Science, Information Systems, Engineering, or a related field.
7+ years of ServiceNow platform experience.
3+ years in a ServiceNow Architect, Lead Architect, or Principal Engineer capacity.
Proven experience delivering enterprise ServiceNow initiatives across: ITSM, ITOM, ITAM, CMDB, Discovery, Enterprise Integrations.
Experience creating governance models, standards, operating procedures, and platform roadmaps.
ServiceNow: ITSM, ITOM, CMDB, Discovery, HAM, SAM, SecOps, Flow Designer, Integration Hub, Scripted APIs, ACLs and Security Controls.
Integration Technologies: REST APIs, SOAP, Event-Driven Architecture, ETL Processes, MID Server Architecture, Hybrid Cloud Integrations.
Cloud Platforms: Microsoft Azure, AWS (preferred).
Data & Reporting: CMDB Governance, Data Normalization, Reconciliation Frameworks, KPI Design, Executive Dashboards, Operational Reporting.

Nice To Haves

ServiceNow Certified System Administrator (CSA)
ServiceNow Certified Application Developer (CAD)
ServiceNow CIS Certifications (ITSM, Discovery, ITOM, HAM, SAM)
ServiceNow Certified Technical Architect (CTA) or CTA Candidate
ITIL Foundation or higher
Large-scale ServiceNow transformation programs
Platform consolidation initiatives
AI-assisted operations and workflow automation
AIOps and Observability platforms
Cost optimization and asset management programs
Enterprise-scale service management environments

Responsibilities

Own the ServiceNow platform architecture strategy and multi-year roadmap.
Define platform standards, architectural patterns, development guidelines, and governance processes.
Lead architecture reviews and ensure compliance with enterprise architecture standards.
Drive platform modernization initiatives and continuous improvement efforts.
Architect and optimize Incident, Problem, Change, Request, Knowledge, and Service Catalog processes.
Establish SLA, OLA, and operational reporting frameworks.
Drive workflow automation using Flow Designer and Integration Hub.
Improve service delivery, operational efficiency, and user experience.
Design and implement ITOM solutions including: Event Management, Service Mapping, Infrastructure Visibility, Operational Monitoring, Health and Alert Management.
Integrate enterprise monitoring and observability platforms to improve operational performance and reliability.
Architect end-to-end hardware and software asset management processes.
Design asset lifecycle workflows from procurement through retirement.
Improve software license compliance and cost optimization initiatives.
Implement governance and reporting for asset utilization and compliance.
Define CMDB architecture, data models, governance policies, and lifecycle management processes.
Establish discovery strategies, reconciliation rules, normalization standards, and data quality controls.
Govern Configuration Item ownership, relationships, and service mapping alignment.
Ensure accurate reporting and operational visibility across enterprise services.
Design secure and scalable integrations between ServiceNow and enterprise applications.
Lead integration initiatives leveraging: REST APIs, SOAP Services, Integration Hub, MID Servers, Event-Driven Architectures.
Integrate identity management, HR, cloud, monitoring, security, and business systems.
Define security architecture including: Role-based access controls, ACLs, Audit logging, Encryption controls, Privacy and compliance requirements.
Collaborate with cybersecurity and audit teams to maintain governance and regulatory compliance.
Support security operations, vulnerability management, incident response, and risk management processes.
Establish governance frameworks and ownership structures for: Platform Administration, Process Management, Data Stewardship, CMDB, Discovery, ITAM, Integrations, Reporting, Release Management.
Develop platform intake, prioritization, release planning, and change management processes.
Lead solution design reviews, technical governance, quality assurance, and development best practices.
Oversee platform upgrades, feature activations, and modernization initiatives.
Guide distributed development and support teams to ensure successful delivery.
Collaborate with Infrastructure, Cloud, Security, Operations, Product, and Business stakeholders.
Translate business requirements into scalable platform solutions.
Develop architectural standards, documentation, training materials, and governance processes.
Provide executive-level reporting on platform strategy, roadmap, risks, and performance metrics.