Chief ServiceNow Technologist

We seek a highly skilled ServiceNow Architect Lead to spearhead the design and implementation of our enterprise-wide platform architecture. This senior leader will be responsible for aligning our technology strategy with our overall business vision and objectives, ensuring seamless integration across various business units.

Key Responsibilities:

• Platform Strategy & Roadmap: Develop and maintain a comprehensive platform architecture and technical roadmap, guaranteeing scalability, maintainability, and alignment with our business strategy. Establish architecture standards and reference architectures for utilizing the platform across different business units.
• Governance & Best Practices: Create and enforce governance frameworks, design principles, and coding standards for the platform. Oversee architecture reviews and change control processes to ensure consistency and compliance across the lifecycle of the implementation.
• Integration & Interoperability: Lead the integration of our proposed platform with other enterprise systems (e.g., ERP, CRM, cloud services) to ensure smooth data flow and interoperability. Define integration strategies (APIs, middleware, data synchronization) and ensure ServiceNow plays well within our broader IT ecosystem.
• Technical Leadership: Provide deep technical guidance and mentorship to ServiceNow solution architects, developers, and admins. Guide teams in designing high-quality solutions, and offer oversight on complex configurations and custom development to ensure they meet performance and security requirements.
• Innovation & Continuous Improvement: Stay up-to-date with the latest releases and features (including AI/ML capabilities, automation, Virtual Agent, App Engine, etc.). Evaluate new platform functionalities and third-party modules, and recommend their adoption to drive improvement and innovation on the platform.
• Stakeholder Collaboration: Work closely with business leaders, IT executives, and enterprise architects to translate business objectives into ServiceNow solutions. Act as a subject-matter expert and advisor, evangelizing platform capabilities and ensuring that our team supports evolving business processes and digital transformation initiatives.
• Platform Performance: Ensure the platform's reliability, security, and performance by implementing best practices for instance health, monitoring, and upgrade management.

Required Qualifications:

• Bachelor's degree in Computer Science, Information Systems, or related field (or equivalent experience).
• 10+ years of experience in IT, including several years in an architecture leadership role. At least 5 years of hands-on experience with ServiceNow, designing and implementing enterprise-level ServiceNow solutions across multiple modules (e.g., ITSM, ITOM, HRSD, CSM).
• Proven experience architecting ServiceNow implementations at scale – including designing platform architecture, data models, integrations, and customizations. Demonstrated success in leading large ServiceNow projects or platform initiatives from conception to delivery.
• Strong understanding of IT Service Management and ITIL frameworks. Experience aligning ServiceNow processes (incident, problem, change, request, asset, etc.) with ITIL best practices and overall business workflows.
• Broad knowledge of enterprise technology stacks and architecture principles. Familiarity with web technologies and integration methods relevant to ServiceNow (REST/SOAP web services, MID Server, SSO/SAML, etc.). Solid understanding of cloud infrastructure and hybrid environments as they relate to ServiceNow deployment.
• Ability to analyze complex business requirements and translate them into an architectural blueprint for ServiceNow. Strong problem-solving skills to address platform issues, optimize performance, and design scalable solutions.

Preferred Qualifications:

• Master's degree in a relevant field or MBA is a plus, especially with a focus on Information Systems or Enterprise Architecture.
• Familiarity with enterprise architecture methodologies (e.g., TOGAF or Zachman) and how ServiceNow aligns within those frameworks.
• Experience implementing ServiceNow in multiple industries or large/global environments, demonstrating the platform's adaptability to various use cases.
• Background in integrating ServiceNow with legacy systems or modern cloud services (AWS, Azure, GCP) can be advantageous. Experience with data migration and enterprise integration platforms is a plus.
• Prior experience in a leadership role such as Lead Architect or Platform Owner. Demonstrated ability to mentor teams, manage architectural governance boards, and liaise with senior management on technology strategy.

Desired Skills and Competencies:

• Strategic Thinking: Ability to envision how ServiceNow can enable future-state business processes and digital transformation. Capable of developing long-term plans and translating strategy into actionable architecture.
• Communication & Influence: Excellent communication skills, with the ability to articulate complex technical concepts to both technical teams and non-technical stakeholders. Strong presentation and negotiation skills to drive decisions and build consensus on architectural choices.
• Leadership & Collaboration: Proven leadership and team-building skills. Comfortable leading cross-functional teams and coordinating between technical staff, project managers, and business stakeholders. Able to foster collaboration and drive alignment in a matrixed environment.
• Adaptability: Hands-on and adaptable, with a willingness to dive into details when necessary. Able to handle changing priorities and guide the organization in adopting new ServiceNow features or best practices as the platform evolves.
• Innovative Mindset: A continuous learner who keeps abreast of technology trends (e.g., AI-driven workflows, hyperautomation, low-code development) and identifies opportunities to leverage them via ServiceNow.
• Customer/Business Focus: Strong business acumen and user-centric mindset. Balances technical excellence with practical business value, ensuring that architectural decisions enhance user experience and contribute to organizational growth.

Typical Experience Range:

Typically 10-15+ years of overall IT experience, with a substantial portion in architecture and leadership roles. Most candidates for this role have 5+ years of dedicated ServiceNow experience in progressively senior positions (e.g., Solution Architect, Technical Lead, or Platform Architect). Experience leading multiple end-to-end ServiceNow implementations and working in large-scale, global environments is expected. This role is generally a senior-level position (often at the Principal Architect or Director level), suited for professionals who have a blend of technical depth and strategic business acumen.