Intermediate Architect, IT ServiceNow Platform

Holland America Group • Miami, FL

19h • Remote

About The Position

The Intermediate Architect, IT ServiceNow is responsible for designing, configuring, and evolving the ServiceNow platform to support Carnival Cruise Line’s IT service management and enterprise workflows. This role bridges business needs and technical execution, ensuring scalable, efficient, and user-friendly solutions that enhance service delivery and operational excellence. Working closely with senior architects, developers, process owners, and managed service partners (e.g., DXC), this role contributes to platform architecture, implements solutions, and drives continuous improvement across modules such as Incident, Request, Change, Problem, Knowledge, and integrations with enterprise systems.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or related field or equivalent work experience required; Masters degree a plus
• Hands-on knowledge of JavaScript, Glide API, Flow Designer, Script Includes, Client Scripts.
• Understanding of ITIL v3/v4 and experience applying it within enterprise ServiceNow implementations.
• Familiarity with Agile/Scrum, DevOps pipelines, ATF, and CI/CD practices.
• Ability to link platform decisions to enterprise business objectives and multi-year digital transformation initiatives.
• Ability to analyze platform performance, troubleshoot systemic issues, and translate requirements into scalable solutions.
• Ability to own architectural outcomes while working across delivery, operations, and vendor teams.
• Knowledgeable of platform governance, continuous improvement, and leveraging new ServiceNow capabilities.
• Technical knowledge in Microsoft technologies, essential for guiding strategic IT decisions and providing leadership advice.
• Understanding of technical and conceptual aspects of mail flow systems and hybrid Active Directory environments.
• Proficiency with a wide range of Microsoft products, emphasizing practical and strategic usage to enhance organizational IT infrastructure.
• Ability to leverage extensive Microsoft technology experience to implement innovative solutions and improvements.
• Proficiency in creating high-quality documentation and diagrams that clearly articulate complex systems and solutions.
• Confident working with stakeholders at all levels
• Ability to think critically, problem solve creatively and perform root cause analysis.
• Flexibility to adjust to changing priorities and deadlines.
• Good analytical skills and attention to detail with a strong business sense.
• Ability to manage tight deadlines, prioritize workload, and achieve effective results.
• Ability to write comprehensive and concise technical communications (i.e. email, reports, presentations) to be consumed by non-technical individuals.
• Ability to create PowerPoint presentations that are informative and engaging and deliver them to various audiences including management.
• Good communication, team building, conflict management, and organizational skills.
• Proven track record of working collaboratively with cross functional teams to achieve common goals and drive results.
• Proficiency in MS Office.
• Ability to quickly learn new technologies and concepts.
• 5+ years Progressive IT experience
• Experience designing and integrating third-party tools (e.g., SAP, Azure AD) via REST, SOAP, or IntegrationHub.
• 3+ years Hand on experience as a ServiceNow Architect or Lead Developer
• Experience collaborating with a vendor to create a SOW and managing their scope, delivery, and budget.
• Experience with ServiceNow scripting (JavaScript, Glide APIs)
• Experience with integrations (REST/SOAP APIs)
• Experience in ITIL and IT project management via various SDLCs (i.e. Agile, Waterfall, Hybrid, etc.)
• Experience participating on cross-functional teams

Nice To Haves

• Masters degree a plus
• 1+ year Experience in the cruise and/or travel industry.
• Project Management Professional (PMP)-PMI
• Information Technology Infrastructure Library (ITIL)
• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Application Developer (CAD) or Implementation Specialist
• Experience with ServiceNow ITSM, ITOM, or HRSD modules
• Experience working in a large enterprise or managed services environment

Responsibilities

• Design and implement ServiceNow solutions aligned with enterprise architecture standards and ITIL practices
• Translate business requirements into scalable technical designs and workflows
• Contribute to the evolution of the ServiceNow architecture roadmap, ensuring long-term sustainability and performance
• Ensure platform configurations follow best practices, avoiding unnecessary customization
• Configure and develop ServiceNow modules including Incident, Request, Change, Problem, CMDB, and Knowledge
• Build workflows, business rules, UI policies, client scripts, and integrations
• Support development of self-service capabilities including service catalog and portal (CarnivalCentral)
• Assist in building automation and orchestration to reduce manual effort
• Design and support integrations between ServiceNow and enterprise systems (e.g., Azure, monitoring tools, HR systems)
• Ensure data integrity across CMDB and related systems
• Participate in data modeling and governance to improve service visibility and reporting
• Partner with IT teams, business stakeholders, and managed service providers to gather requirements and deliver solutions
• Support workshops and working sessions to define use cases and optimize processes
• Support platform performance, upgrades, and release management activities
• Identify opportunities to improve service delivery through automation and optimization
• Participate in incident resolution and root cause analysis related to the platform
• Ensure compliance with security, governance, and audit requirements

Benefits

• Annual cash bonus program
• 401(k) plan that includes a company match
• Employee Stock Purchase plan
• Holidays – All full-time and part-time with benefits employees receive days off for 8 company-wide holidays, plus 2 additional floating holidays to be taken at the employee’s discretion.
• Vacation Time – All full-time employees at the manager and below level start with 14 days/year; director and above level start with 19 days/year. Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 84 hours/year. All employees gain additional vacation time with further tenure.
• Sick Time – All full-time employees receive 80 hours of sick time each year. Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 60 hours each year.
• Complementary stand-by cruises, employee discounts on confirmed cruises, plus special rates for family and friends
• Personal and professional learning and development resources including tuition reimbursement
• On-site Fitness center at our Miami campus

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 11-50 employees