ServiceNow Architect

Presidio • ,

2d • Remote

About The Position

ServiceNow Architects at Presidio provide architectural leadership for Presidio's Managed Services ServiceNow platform. This role reports to the Platform Strategy and Design Architect and works closely with the ServiceNow Platform team to continuously maintain, simplify, and scale a complex, highly integrated environment as the business evolves. The architect is responsible for ensuring the platform remains sustainable, supportable, and aligned to long-term business needs, including modules and capabilities that support a Managed Services environment. The role establishes technical direction, supports platform governance, oversees new and future integrations, and helps determine when business requirements should be implemented in ServiceNow and when another solution is more appropriate.

Requirements

• Bachelor's degree or equivalent experience and/or military experience.
• 8+ years of experience working with ServiceNow, including architecture, design, configuration, and development responsibilities.
• 3+ years of experience architecting ServiceNow solutions in a Managed Services Provider or complex multi-customer environment.
• Demonstrated experience designing, implementing, or supporting ServiceNow domain separation.
• Strong hands-on ServiceNow development experience, including JavaScript, Business Rules, Script Includes, Flow Designer, integrations, APIs, and platform debugging.
• Experience leading the reduction of platform customization and the adoption of out-of-the-box ServiceNow capabilities.
• Experience architecting complex integrations using REST, SOAP, IntegrationHub, MID Servers, webhooks, and secure authentication patterns.
• Experience with ITSM and CMDB architecture, data modeling, identification and reconciliation, Discovery, and operational data governance.
• Experience providing technical leadership, code and design reviews, mentoring, and day-to-day guidance to developers.
• Ability to evaluate business requirements, identify tradeoffs, and make clear recommendations regarding platform fit and solution approach.
• Strong understanding of platform security, access controls, data segregation, performance, scalability, release management, and upgrade practices.
• Strong written, verbal, facilitation, documentation, and stakeholder management skills.

Nice To Haves

• Experience with ITOM Discovery, Event Management, ITSM Pro, Customer Success Management, Project Portfolio Management, and Customer Service Management.
• Experience supporting ServiceNow in a global, highly integrated, or regulated enterprise environment.
• Experience with service mapping, observability integrations, alert management, automation, and proactive operations.
• Experience with ServiceNow Automated Test Framework, source control, application development standards, and CI/CD practices.
• Experience with ServiceNow portals, workspaces, reporting, Performance Analytics, and customer-facing experiences in a domain-separated environment.
• Knowledge of ITIL practices, product management, architecture governance, and platform operating models.
• Current ServiceNow Certified System Administrator and Certified Application Developer credentials.
• ServiceNow Certified Technical Architect, Certified Master Architect, or relevant implementation specialist certifications.

Responsibilities

• Own and maintain the target architecture, technical standards, design principles, and architectural roadmap for the ServiceNow platform within a Managed Services Provider environment.
• Provide architectural leadership for domain separation, including data isolation, visibility, configuration, security, reporting, integrations, and cross-domain platform behavior.
• Guide the transformation of a highly customized environment toward maintainable, scalable, and upgrade-friendly out-of-the-box capabilities.
• Evaluate existing customizations and technical debt, recommend disposition plans, and prioritize remediation based on risk, value, supportability, and platform strategy.
• Lead solution architecture for ITOM Discovery, Event Management, ITSM Pro, Customer Success Management, Project Portfolio Management, Customer Service Management, and future approved capabilities.
• Partner with the Platform Strategy and Design Architect to translate business strategy and service objectives into platform architecture and implementation roadmaps.
• Work closely with the ServiceNow Platform team, developers, administrators, process owners, Service Delivery leaders, security teams, and integration owners.
• Help establish and operate platform governance, including architecture review, technical design approval, development standards, release readiness, and exception management.
• Assess requests to determine whether ServiceNow is the appropriate solution and recommend alternative approaches when requirements do not align with platform strategy or capabilities.
• Define reusable patterns and guardrails for configuration, development, integrations, automation, reporting, portals, data management, and domain-separated solutions.
• Provide day-to-day technical guidance to ServiceNow developers, including design reviews, code reviews, troubleshooting support, development patterns, and mentoring.
• Participate in hands-on development, prototyping, complex configuration, defect resolution, and technical validation when needed.
• Ensure solutions follow secure development practices, least-privilege access principles, data protection requirements, and appropriate separation of customer data.
• Design and govern integrations with monitoring, observability, customer, identity, collaboration, financial, and other enterprise platforms.
• Establish integration standards covering APIs, IntegrationHub, MID Servers, authentication, error handling, monitoring, performance, support ownership, and lifecycle management.
• Provide architectural direction for Discovery, service mapping, CMDB data quality, identification and reconciliation, event ingestion, alert correlation, and operational workflows.
• Partner with process owners to align platform design with ITIL practices and Managed Services operating processes while avoiding unnecessary customization.
• Ensure architecture decisions account for scalability, availability, performance, maintainability, upgradeability, licensing, and total cost of ownership.
• Create and maintain architecture diagrams, design documents, decision records, data flows, integration inventories, standards, and technical runbooks.
• Participate in release planning, upgrade planning, testing strategy, clone planning, environment management, and production readiness reviews.
• Assess the technical impact of ServiceNow releases and application changes, and develop plans to adopt relevant capabilities while minimizing regression risk.
• Support root cause analysis and resolution for complex platform, integration, performance, and data issues.
• Promote automation, platform health, observability, and continual improvement across the ServiceNow environment.
• Communicate architecture decisions, risks, dependencies, and recommendations clearly to technical teams, business stakeholders, and leadership.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree