ServiceNow Enterprise Architect

Matrix Global•New York, NY

11d

About The Position

We are seeking a highly experienced ServiceNow Enterprise Architect to lead the architecture, governance, roadmap, and continuous evolution of an enterprise-scale ServiceNow platform. This role will serve as the primary authority for platform architecture and strategic direction, ensuring scalability, security, operational excellence, and alignment with business objectives. The ideal candidate will have deep expertise across ServiceNow modules, enterprise integrations, IT service management, IT operations management, asset management, CMDB governance, and platform modernization initiatives.

Requirements

Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related field.
Equivalent combination of education and professional experience will be considered.
7+ years of ServiceNow platform experience.
3+ years in an enterprise architecture, solution architecture, or lead engineering role.
Proven experience delivering enterprise ServiceNow solutions across: ITSM, ITOM, ITAM (HAM/SAM), CMDB & Discovery, Enterprise Integrations.
Experience establishing governance frameworks, operating models, and platform standards.
ServiceNow ITSM
ServiceNow ITOM
ServiceNow CMDB
ServiceNow Discovery
ServiceNow HAM
ServiceNow SAM
ServiceNow SecOps
ServiceNow Flow Designer
ServiceNow IntegrationHub
ServiceNow Scripted APIs
ServiceNow ACLs and Role Management
REST APIs
SOAP Services
Event-driven architectures
ETL solutions
MID Server architecture
Hybrid cloud integrations
CMDB governance and data quality management
KPI and metrics development
Operational dashboards and reporting
Data normalization and reconciliation
Exceptional communication and presentation skills.
Strong stakeholder management capabilities.
Executive-level influencing and facilitation skills.
Strategic thinking and problem-solving abilities.
Documentation and governance expertise.
Leadership, mentoring, and coaching experience.

Nice To Haves

ServiceNow Certified System Administrator (CSA)
Certified Application Developer (CAD)
Certified Implementation Specialist (CIS) in multiple disciplines
ServiceNow Certified Technical Architect (CTA) or active pursuit of certification
ITIL Foundation or higher certification
Experience leading enterprise platform modernization initiatives.
Experience reducing reliance on external managed service providers through internal platform transformation.
Knowledge of observability platforms, AIOps, and automation technologies.
Experience supporting large, complex enterprise environments.
Familiarity with regulatory, public sector, transportation, or highly governed industries.

Responsibilities

Own the ServiceNow enterprise architecture blueprint and multi-year platform roadmap.
Define architecture standards, reference models, governance policies, and development best practices.
Lead architecture reviews and ensure adherence to enterprise standards and compliance requirements.
Drive platform modernization and continuous improvement initiatives.
Design and optimize ITSM processes, including: Incident Management, Problem Management, Change Management, Request Management, Knowledge Management, Service Catalog.
Establish robust SLA and OLA frameworks.
Drive workflow automation using Flow Designer and IntegrationHub.
Enhance self-service capabilities and improve operational efficiency.
Architect and oversee IT Operations Management capabilities, including: Event Management, Service Mapping, Health Monitoring, Alert Management.
Integrate monitoring and observability platforms to improve operational visibility and service reliability.
Design end-to-end asset lifecycle processes from procurement through retirement.
Implement Hardware Asset Management (HAM) and Software Asset Management (SAM) best practices.
Develop cost optimization and software license compliance strategies.
Establish audit-ready asset governance practices.
Define CMDB strategy, governance, and data quality standards.
Architect Discovery solutions and MID Server deployments.
Establish normalization, reconciliation, and lifecycle management processes.
Ensure alignment between CMDB, Service Mapping, and operational reporting.
Lead enterprise integration initiatives using: REST APIs, SOAP Services, IntegrationHub, MID Servers.
Integrate ServiceNow with: Identity Management platforms, HR Systems, Cloud Platforms, Monitoring & Observability Tools, Business Applications.
Design secure and scalable hybrid integration architectures.
Architect platform security models including: ACLs, Role-Based Access Control, Audit Logging, Encryption.
Implement governance aligned to industry security frameworks and compliance standards.
Partner with security and audit teams to ensure ongoing compliance.
Establish ownership models and governance frameworks across platform capabilities.
Define release management, change control, prioritization, and demand management processes.
Drive governance for integrations, CMDB, reporting, discovery, and asset management functions.
Lead technical design reviews, backlog planning, and quality assurance processes.
Oversee platform upgrades, feature releases, and modernization projects.
Ensure successful delivery through risk management, testing strategies, and deployment planning.
Collaborate with infrastructure, cloud, cybersecurity, operations, and business stakeholders.
Translate business requirements into scalable ServiceNow solutions.
Develop architecture documentation, standards, and best practices.
Mentor developers, administrators, and technical teams.
Present roadmap updates, KPIs, and strategic recommendations to executive leadership.