ENTERPRISE ARCHITECT (SERVICENOW AND MANAGED SERVICES)

Job Summary

The Enterprise Architect is responsible for designing, implementing, and governing enterprise-wide architecture solutions, with a primary and deep specialization in the ServiceNow platform, while maintaining a broad enterprise architecture perspective across managed services, ITSM, IT Asset Management, integrations, data, and emerging technologies.

This role requires a candidate with hands-on and strategic mastery of ServiceNow capabilities, modules, and architectural patterns, combined with strong experience in enterprise-scale architecture, managed services governance, and stakeholder leadership.

Key Responsibilities

Enterprise Architecture Leadership

• Define and maintain enterprise architecture standards, principles, and roadmaps aligned with business and digital transformation objectives.
• Lead architecture governance forums, ensuring alignment across platforms, services, and vendors.
• Ensure ServiceNow architecture fits coherently within the broader enterprise and digital ecosystem.
• ServiceNow Platform Architecture (Core Focus)
• Act as the architectural authority for ServiceNow, covering platform design, scalability, security, data model, and extensibility.
• Architect and govern large-scale ServiceNow implementations across ITSM, ITOM, ITAM, CMDB, CSM, HRSD, and custom workflows.
• Define ServiceNow reference architectures, integration patterns, and reusability standards.
• Provide technical oversight and direction to ServiceNow delivery, development, and managed service teams.
• Ensure best-practice use of ServiceNow capabilities rather than custom-heavy approaches.
• Managed Services & Platform Operations
• Architect and govern ServiceNow-based managed services models, including support, enhancements, and continuous improvement.
• Oversee service transition, transformation, and steady-state operations.
• Define and monitor SLAs, KPIs, operational metrics, and platform health indicators.
• Drive cost optimization, automation, and platform efficiency initiatives.

ITSM & IT Asset Management

• Design ITSM and ITAM architectures aligned with ITIL and ServiceNow best practices.
• Ensure CMDB integrity, asset lifecycle governance, compliance, and reporting.
• Enable service performance visibility, automation, and experience improvement.
• Integration, Data & AI (Complementary Skills)
• Define integration architectures between ServiceNow and enterprise platforms (ERP, IAM, cloud, data platforms, CRM).
• Guide data architecture decisions related to ServiceNow reporting, analytics, and data exchange.
• Evaluate AI-driven capabilities (virtual agents, predictive intelligence, workflow automation) within ServiceNow and the wider ecosystem.
• Stakeholder & Leadership Engagement
• Engage senior business, IT, and vendor stakeholders as a trusted architectural advisor.
• Present architectural options, trade-offs, and recommendations at executive level.
• Balance strategic vision with pragmatic delivery realities.

Continuous Improvement

• Stay current on ServiceNow roadmap, releases, and emerging enterprise architecture practices.
• Drive innovation, platform evolution, and architectural maturity.

Candidate Requirements & Qualifications

• Bachelors or masters degree in computer science, Information Technology, or related field.
• 10+ years of enterprise architecture experience, with deep, hands-on ServiceNow platform expertise.
• Demonstrated experience architecting complex, multi-module ServiceNow environments at enterprise scale.
• Strong understanding of ServiceNow data model, CMDB, integrations, security, and extensibility.
• Proven experience designing and governing managed services operating models.
• Broad enterprise skills across architecture governance, integration, ITSM, and platform strategy.
• ServiceNow certifications (CSA, CIS, or equivalent) are highly desirable.
• ITIL certification preferred.
• Excellent stakeholder management, communication, and leadership skills.

Vertical

Technology