ServiceNow Platform Architect

Jack Henry & Associates Inc.•Louisville, KY

66d•Remote

About The Position

At Jack Henry, we're more than a technology company, we're a force for good in financial services. We're redefining how community banks and credit unions connect with the people they serve. Our mission is rooted in people inspired innovation, empowering financial institutions to deliver seamless, secure, and human centered experiences. We deliver cutting-edge solutions that are paving the way for the next generation of digital banking and payments, but our true impact begins with our associates. If you're ready to help transform an industry and grow with a company that values purpose, collaboration, and excellence then we'd love to meet you. Our Enterprise Service Management team is excited to announce a key opening for a Senior Staff Platform Architect specializing in ServiceNow. This strategic role will lead the architectural design and integration of ServiceNow solutions to support evolving business needs. We're seeking a seasoned expert with deep experience in ServiceNow implementation, cloud integration (Google Cloud, AWS, Azure), and service management best practices. The ideal candidate will bring cross-functional expertise across modules like Incident, Problem, Change, Asset, SLM, SPM, DevOps, Predictive Intelligence, and BI Analytics. This is a high-impact, collaborative role requiring a visionary leader who can drive innovation, align technology with business outcomes, and work closely with our digital teams. This is a remote position and candidates must live within approximately a 70-mile radius of our office locations in Allen, TX; Lenexa, KS; Springfield, MO; or Monett, MO, Birmingham AL, Charlotte NC, or Louisville KY. The salary range for this position is $119,9950- $188,900 and will be determined based on location and experience level. All positions, regardless of location, may require an onsite interview or in-person onboarding requirement to verify your identity.

Requirements

13 years of experience in information technology infrastructure development.
At least 7 years of combined experience with ServiceNow (ITSM, ITOM, ITAM, CSM, Integrations, & Discovery).
ServiceNow Certification as a System Administrator, Implementer, or Developer.
Extensive knowledge and hands-on experience with: Public cloud platforms (Azure, AWS, GCP) Virtualization technologies (VMware) Container orchestration (Kubernetes, CI/CD) Infrastructure components (server, network, storage)
Excellent understanding of ServiceNow principles and modules, including: Incident, Problem, Change, Request, Service Level Management Hardware Asset Management, Software Asset Management Event Management, Service Mapping, DevOps CMDB/CSDM, Survey, NowAssist, Employee Center Service Portal, Reports, and Dashboards
Solution Design and Architecture: Lead the creation of detailed technical designs leveraging ServiceNow capabilities effectively. Drive thought leadership within the practice to deliver architecturally sound solutions amidst client ambiguity.
Experience with the implementation of the Customer Service Management module, understanding CSM tables in relation to the Common Service Data Model and Configuration Management Database.
Understanding of ServiceNow platform architecture and infrastructure components, including cloud services, MID servers, and platform.
Technical Consultation and Leadership: Serve as an expert advisor, leading solutioning sessions and bridging gaps between disparate organizations with technical expertise and leadership in authentication, connectivity, and system performance.

Nice To Haves

Certified Technical Architect or Certified Master Architect certification.
Bachelor's Degree in an IT-related discipline.
Applicable industry-standard certifications preferred (ITIL, Agile, PMP, DevOps).

Responsibilities

Meets with customers to identify requirements and design, configuration, testing, and deployment.
Facilitates configuration and customization decisions of the ServiceNow platform.
Serves as the technical advisor for the company's ServiceNow practice, overseeing all the technical aspects of all implementations, addressing technical issues, and sharing ideas and solutions.
Designs and architects' integrations with client IT Operations Management tools using ServiceNow workflows, scripting and web services/REST APIs.
Responsible for promoting the use of ServiceNow and its adoption among internal and external teams.
Ability to guide the architecture design and implementation of the ServiceNow ITOM suite of tools.
Serves as the Senior ServiceNow Developer responsible for implementing solution design using best practices.
Manages and maintains the Configuration Management Database (CMDB) in ServiceNow, applying best practices for population and upkeep. Oversees the configuration, development, and integration of ServiceNow Discovery and IT Asset Management, ensures effective discovery, ingestion, and management of cloud environments and third-party SaaS platforms. Implements and optimizes ServiceNow Service Mapping capabilities to support seamless service visibility and monitoring.
Demonstrates experience communicating complex ideas with stakeholders and building collaborative relationships with team members, customers, and other stakeholders
Leads operational support, enhancements, and bug fixes as needed to the ServiceNow platform
Assists with maintaining the platform, with up-to-date patching, versioning, and platform security
Provides technical support to platform team and end users to include troubleshooting, implementing enhancements, and writing knowledge articles
Prepares presentations on the architecture and design of the different components of the ServiceNow platform of the company and its practices for technical, operational, and leadership.
Stays abreast of ServiceNow capabilities, trends, and methodologies.
Understands the business value needed from ITSM practices and can present the ROI results.
Leads integration discussions, following data management, security, and platform best practices.
Accountable for KPI's and metrics related to team service levels, project deliverables, and platform performance.
Performs other duties as assigned.