ESM Architect

HEXAWARE•United States,

5d•Hybrid

About The Position

Seeking a senior ServiceNow Platform Architect with 10+ years’ experience to provide hands-on technical leadership plus platform governance/oversight for an enterprise-scale ServiceNow ecosystem. The role will drive platform architecture, reliability, security, integrations, and operational excellence across a large footprint including 500+ MID Servers, 26+ non-prod instances, complex integrations, Discovery/CMDB, and secrets/credential management.

Requirements

Bachelor’s degree or equivalent combination of education and experience
10+ years overall experience with strong hands-on ServiceNow platform architecture in large enterprise environments.
Proven experience with ITOM, Discovery, CMDB, and large-scale MID Server deployments.
Strong integration architecture experience: REST/SOAP, API management; MuleSoft/Boomi preferred; exposure to Kafka/RabbitMQ/ETL is a plus.
Security/IAM: SAML, OAuth, LDAP/AD; secrets management with HashiCorp Vault and/or CyberArk.
Performance engineering and observability using Splunk/New Relic (or similar); cloud knowledge (AWS/Azure/GCP) preferred.
Strong scripting background: JavaScript (plus PowerShell/Python/Bash preferred).
ServiceNow CSA — Required
ITIL v4 Foundation — Required

Nice To Haves

ServiceNow CAD — Preferred
ServiceNow CIS (ITOM/Discovery/CMDB or relevant) — Preferred
HashiCorp Vault Associate / CyberArk — Preferred

Responsibilities

Own platform architecture and roadmap; define standards/guardrails for configuration, customization, data model, integrations, and environment strategy.
Provide hands-on architecture and troubleshooting for critical production issues (L3), performance bottlenecks, and complex technical escalations.
Lead architecture for MID Server estate (500+): segmentation, HA, capacity planning, monitoring/alerting, upgrade strategy.
Define integration patterns and governance for REST/SOAP and middleware platforms (e.g., MuleSoft/Boomi); ensure resiliency, observability, and runbooks.
Own multi-instance strategy (26+ non-prod): provisioning standards, cloning approach, post-clone controls, configuration baseline/drift management.
Drive security architecture: role/ACL model, audit readiness, IAM integrations (SAML/OAuth/LDAP/AD), and secure platform practices.
Architect and govern secrets/credential management (246+ credentials) using HashiCorp Vault/CyberArk, including rotation and compliance.
Lead performance and scale engineering: health KPIs/SLOs, capacity planning, DB growth controls, job/schedule optimization, APM tooling (Splunk/New Relic).
Own CMDB/Discovery architecture and governance: identification/reconciliation, data quality, Discovery patterns/schedules, scope/exclusions, data volume management.
Guide upgrade strategy and platform evolution (testing/validation/rollback); evaluate new capabilities (e.g., Now Assist, RaptorDB).
Mentor platform admins/engineers; enforce SDLC/release governance and design review practices.
Strong JavaScript and ServiceNow scripting fundamentals; ability to guide automation and troubleshooting.
Familiarity with PowerShell/Python/Bash for operational automation.
Own the ServiceNow platform architecture roadmap aligned to enterprise strategy, security, and scalability requirements.
Define architecture standards for configuration, customization, data model, integrations, CMDB, and environment strategy.
Establish governance for SDLC, release management, update set/app deployment strategy, and technical quality gates.
Review and approve solution designs across modules/teams to ensure reusability, maintainability, and performance.
Create and maintain reference architectures, patterns, and technical documentation/runbooks.
Define target-state architecture for a 500+ MID Server estate (segmentation, HA, clustering, load balancing, scaling).
Standardizing MID Server build patterns, monitoring/alerting, certificate strategy, and upgrade approach.
Architect integration patterns (REST/SOAP, eventing, ETL, API gateways) including resiliency, retries, and observability.
Guide integration platform usage (MuleSoft/Boomi) and establish interface standards, error handling, and runbooks.
Define environment strategy (dev/test/stage/pre-prod), instance provisioning standards, and decommissioning controls.
Architect cloning strategy and post-clone automation (data protection, credentials, integrations, schedules, emails).
Establish configuration baselines and drift management across instances.
Define platform security architecture: role model, ACL strategy, data segregation, encryption, and audit controls.
Architect credential lifecycle management for 246+ integration credentials (rotation, ownership, access controls).
Own secrets management integration patterns with HashiCorp Vault/CyberArk (policy model, DR/backup, rotation).
Ensure authentication architecture aligns with enterprise IAM (SAML, OAuth, LDAP/AD) and compliance requirements.
Define performance engineering standards (indexing strategy, caching, async patterns, job scheduling, DB growth controls).
Establish platform health KPIs and SLOs; drive proactive monitoring (Splunk/New Relic) and capacity planning.
Lead performance reviews and remediation plans for bottlenecks across platform, integrations, and MID estate.
Own CMDB architecture: class model, relationship strategy, reconciliation rules, identification, and data ownership.
Define Discovery architecture (patterns, schedules, credential strategy, MID assignment model, scope/exclusions).
Drive CMDB data volume management (archiving/purging strategy) and data quality governance.
Define license governance model for ITOM and related products; ensure optimized consumption and forecasting.
Partner with procurement/vendor management on renewals, true-ups, and roadmap planning.
Provide architectural leadership for L3 production support, problem management, and RCA to prevent recurrence.
Own upgrade strategy (testing approach, regression automation, rollback plans) and platform evolution roadmap.
Sponsor POCs for new capabilities (e.g., Now Assist, RaptorDB) and define adoption guardrails.
Lead/mentor platform admins and engineers; set technical direction and operational priorities.
Collaborate with security, infrastructure, network, and application teams to resolve cross-domain issues.
Communicate architectural decisions, risks, and tradeoffs to leadership and business stakeholders.

Benefits

Excellent Health benefits with low-cost employee premium.
Wide range of voluntary benefits such as Legal, Identity theft and Critical Care Coverage
Unlimited training and upskilling opportunities through Udemy and Hexavarsity
Competitive Salary
Company Pension Scheme
Comprehensive Health Insurance
Flexible Work Hours and Hybrid Work Options
XX days paid annual holidays + public holidays.
Professional Development and Training Opportunities
Employee Assistance Program (EAP)
Diversity, Equity, and Inclusion Initiatives
Company Events and Team-Building Activities