Enterprise ServiceNow Platform Architect

Tria Federal

20h

About The Position

We are seeking a Enterprise ServiceNow Platform Architect responsible for the strategic direction, technical governance, and long-term health of the enterprise ServiceNow (SNOW) platform. This role owns the platform roadmap — from upgrades and vendor integrations to AI feature adoption — and serves as the technical authority balancing out-of-the-box capability with custom development. The ideal candidate is a self-driven technical leader who can operate independently, build trusted relationships with enterprise stakeholders, and translate platform capability into business value.

Requirements

Bachelor's degree in Computer Science, Information Systems, or related field (or equivalent experience).
7+ years of experience working with the ServiceNow platform, including at least 3+ years in an architect-level or senior technical leadership role.
Deep expertise in ServiceNow platform architecture, including scripting (JavaScript/GlideScript), Flow Designer, Integration Hub, REST/SOAP APIs, and CMDB/Discovery.
Demonstrated experience leading platform upgrade planning and execution on an enterprise-scale instance.
Solid background in platform governance and Center of Excellence models, with experience establishing best practices for managing and scaling an enterprise-level platform.
Proven experience designing sustainable tenant onboarding processes and supporting multi-tenant operations with minimal downtime.
Hands-on experience leveraging automation test frameworks to accelerate testing and validation of custom-developed solutions.
Experience evaluating and implementing ServiceNow AI capabilities (Now Assist, Predictive Intelligence, Virtual Agent, or comparable).
Strong understanding of when to use out-of-the-box configuration vs. custom development, with a track record of steering teams toward upgrade-safe design.
Proven experience managing vendor relationships and evaluating third-party ServiceNow applications/integrations.
Excellent stakeholder management and communication skills; comfortable presenting to executive and non-technical audiences.
Self-directed with a demonstrated ability to independently identify problems, build consensus, and drive initiatives to completion with minimal oversight.

Nice To Haves

ServiceNow Certified Technical Architect (CTA) certification.
ServiceNow Certified Application Developer (CAD) and/or module-specific certifications (ITSM, ITOM, HRSD, SecOps).
Experience working within a federal or highly regulated enterprise environment.
Familiarity with FedRAMP, NIST, or equivalent compliance frameworks.
Experience integrating ServiceNow with contact center or telephony platforms (e.g., Amazon Connect) and enterprise identity/IDM systems.
Experience with ServiceNow ATF (Automated Test Framework) or comparable automation testing tools.

Responsibilities

Own and evolve the enterprise ServiceNow platform strategy, including release/upgrade planning, module adoption, and long-term architectural direction.
Assess platform health and technical debt, and prioritize investments that improve scalability, performance, and maintainability.
Stay current on ServiceNow's product roadmap (new releases, AI capabilities, licensing changes) and translate relevant developments into actionable recommendations for the organization.
Define and drive a sustainable, repeatable approach for onboarding new tenants/programs onto the SNOW platform, including standardized intake, configuration, and provisioning processes.
Establish operational support models that maintain platform stability and minimize downtime as new tenants are added and existing tenants scale.
Monitor tenant health, resolve platform-level issues proactively, and build runbooks/processes that allow tenant needs to be supported consistently without disrupting other tenants on the shared instance.
Establish and lead platform governance practices, including a Center of Excellence (CoE) model, to ensure consistent standards, reusable patterns, and disciplined change management across the enterprise platform.
Define governance frameworks covering development standards, release management, environment strategy, and platform scaling practices.
Champion best practices across the platform's lifecycle, ensuring the organization matures its ServiceNow operating model as adoption grows.
Establish and enforce guardrails for out-of-the-box configuration vs. custom development, ensuring decisions are made deliberately and documented consistently.
Define technical standards, design patterns, and best practices across ITSM, Service Delivery, Security Operations, or other areas in scope.
Review and approve solution designs from development teams to ensure alignment with platform architecture and upgrade-safety principles.
Leverage automation testing frameworks to accelerate testing and validation of custom-developed solutions, reducing manual QA effort and shortening release cycles.
Establish repeatable, scalable test practices that support faster, safer delivery of platform enhancements and upgrades.
Lead the strategy for launching and managing AI-driven features on the platform (e.g., Now Assist, virtual agent, predictive intelligence).
Evaluate emerging ServiceNow AI capabilities and build business cases and proofs of concept to demonstrate value before enterprise-wide rollout.
Partner with AI/ML and data teams to ensure AI features are integrated responsibly, securely, and in line with governance requirements.
Manage relationships with ServiceNow and third-party vendor partners supporting the platform.
Evaluate vendor-supplied applications and integrations for architectural fit, security, and long-term supportability.
Represent the organization in vendor roadmap discussions and escalate/resolve platform-level vendor issues.
Design and lead proofs of concept for enterprise-level platform initiatives, translating stakeholder needs into testable technical approaches.
Present POC outcomes and recommendations to leadership and business stakeholders in clear, decision-ready terms.
Own the long-term vision for scaling the platform, integrating best practices as adoption and complexity grow.
Ensure the platform architecture remains secure and scalable as new tenants, integrations, and features are added.
Continuously assess architectural decisions against the organization's growth trajectory to avoid technical debt that would constrain future scale.
Build and maintain strong working relationships with business unit leaders, IT leadership, and end users to understand evolving needs.
Act as a trusted technical advisor, translating business requirements into platform capability and setting realistic expectations on scope, timeline, and tradeoffs.
Communicate platform strategy, risks, and roadmap updates clearly to both technical and non-technical audiences.
Ensure the platform architecture supports applicable compliance and security requirements (e.g., ATO/FedRAMP considerations, access controls, data handling).
Partner with security and compliance teams on platform hardening, audit readiness, and risk mitigation.