Senior Manager, ServiceNow Architect
About The Position
The Senior Manager, ServiceNow Architect is a strategic leadership role responsible for designing, implementing, and governing scalable ServiceNow solutions that align with enterprise goals. This position leads architecture and development efforts, mentors technical teams, and collaborates with stakeholders to drive platform adoption, automation, and innovation. This role is a member of the Platform Development and Automation team supporting the IT Service Delivery & Support team. This role will lead development, architecture, and governance efforts as well as provide work direction for a small team accountable for configuring system integrations, automation, and self-service capability which supports our organizational operating model maturity and planned growth. The ideal candidate enjoys collaboration with business partners, has experience with workflow automation, and possesses the ability to see the big picture while delivering incremental value. The incumbent will be a key contributor in increasing adoption and consumption of the platform capabilities by ensuring that enterprise IT business services can be designed to support our organizational needs.
Requirements
- 7+ years in ITSM architecture and development with at least 3+ years of people leadership experience required.
- Ability to troubleshoot complex platform issues and propose innovative solutions.
- Passion for staying current with ServiceNow releases and emerging technologies.
- Analytical mindset with a focus on continuous improvement and automation.
- Proven experience leading ServiceNow implementations across ITSM, ITOM, CMDB, SecOps, and custom modules.
- Strong proficiency in JavaScript, Glide APIs, REST/SOAP integrations, and UI/UX design.
- Experience with Agile/Scrum methodologies and CI/CD pipelines.
Nice To Haves
- ServiceNow certifications: CSA, CAD, CIS (preferred: CMA or CTA) preferred.
Responsibilities
- Lead the design and implementation of scalable, ServiceNow solutions.
- Define and maintain architecture standards, governance frameworks, and best practices.
- Align platform architecture with enterprise IT strategies, security policies, and compliance requirements.
- Structure permissions and data to support data classification, secure data handling, and compliance regulations.
- Provide mentorship and technical guidance to developers and administrators.
- Conduct code reviews, system audits, and performance optimizations.
- Oversee platform upgrades, patching, and release management.
- Architect and configure ServiceNow modules including ITSM, ITOM, CMDB, and custom applications.
- Utilize Flow Designer, UI Builder, Glide APIs, and IntegrationHub/Workflow Data Fabric for workflow automation.
- Develop and maintain business rules, client scripts, UI policies, and scheduled jobs.
- Advanced reporting and analytics using performance analytics, predictive intelligence, and setup and maintenance of data lake.
- Design and implement integrations with third-party systems.
- Optimize workflows and data flows across enterprise applications.
- Leverage AI-driven automation tools like Now Assist and Virtual Agent.
- Collaborate with business analysts, product owners, and IT teams to translate requirements into technical solutions.
- Communicate technical concepts effectively to both technical and non-technical stakeholders.
- Drive adoption and consumption of platform capabilities across departments.
Benefits
- Annual bonus eligible
- Progressive paid time off policy
- Generous 401(K) plan with an impressive employer match with no delayed vesting
- Excellent health, dental and vision insurance packages
- Education assistance
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
