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The ITSM Solution Architect serves as the technical leader for the ServiceNow platform and broader ITSM ecosystem. Reporting to the Director, IT Service Management, this role combines responsibilities commonly associated with solution architecture, platform ownership, product management, and business analysis to ensure the platform continues to evolve in alignment with business needs and enterprise strategy.
The architect is expected to think beyond individual requirements and evaluate the broader impact of proposed solutions across processes, integrations, data models, reporting, user experience, supportability, and platform maintainability.
This role will provide recommendations regarding platform strategy, roadmap planning, backlog prioritization, and continuous improvement initiatives while providing technical leadership to analysts, developers, administrators, and implementation partners and partnering closely with the Director, IT Service Management and business stakeholders to deliver scalable, maintainable, and business-aligned solutions.
RESPONSIBILITIES
Product & Portfolio Leadership
Evaluate platform opportunities and provide recommendations for future enhancements based on business value, operational efficiency, technical debt, risk reduction, and platform maturity.
Develop business cases, solution options, andimplementationrecommendations for new platform capabilities and investments.
Provide recommendationsregardingprioritization of strategic initiatives, operational needs, compliance requirements, and technical improvements within the platform backlog.
ServiceNow Platform Leadership & Strategy
Serve as the senior technical authority and primary architect for the ServiceNow platform.
Lead solution reviews and approve architectural designs to ensure scalability, maintainability, and alignment with platform strategy.
Partner with the Product Owner to prioritize backlog items, technical debt remediation, platform investments, and continuous improvement opportunities.
Facilitate technical discovery, solution design workshops, backlog refinement, and architectural review sessions.
Mentor administrators, developers, analysts, and implementation partners on ServiceNow best practices.
Establish standards for configuration, customization, data integrity, performance, workflows, and scripting.
Provide recommendations, architectural guidance, and strategic input to support development and maintenance of a multi-year ServiceNow and ITSM roadmap.
Evaluate new capabilities and recommend adoption strategies.
Anticipate downstream impacts of proposed changes and ensure long-term operational sustainability.
Providetechnical leadership and architectural guidance during platform delivery activities, including backlog refinement, sprint planning, standups, and solution reviews.
Solution Architecture & Design
Lead end-to-end solution design for ITSM capabilities including Incident, Problem, Change, Request, Knowledge, CMDB, ITOM, and the full support experience layer (service desk tooling, call center/contact center, chat, and self-service portals)
Translate business requirements into scalable, supportable technical solutions
Define architecture patterns, data models, and integration approaches across platforms
Ensure alignment with enterprise architecture standards and governance
Requirements & Process Design
Lead discovery sessions to translate business needs into detailed functional and technical requirements.
Challenge assumptions,identifyrisks, and recommend alternative approaches whenappropriate.
Assess impacts across processes, integrations, data models, reporting, user experience, security, and supportability.
Drive process design and continuous improvement across ITSM and ITOM practices.
Ensure proposed solutions align with operational workflows, governance standards, and businessobjectives.
Identifyopportunities for automation, simplification, and standardization.
Ecosystem & Integration Ownership
Design and supportintegrationsbetween ServiceNow and other platforms such as:
PagerDuty (or similar event/alerting tools)
Zendesk or other case management platforms
Telephony/contact center and support desk platforms (e.g., IVR, callrouting, voicemail, omnichannel support)
Identity and access systems (e.g., SailPoint, Active Directory)
Infra and Security data sources (e.g.LanSweeper, CrowdStrike)
Ensure consistent data flow, ownership, and system interoperability across the ecosystem
Governance & Standards
Establish and enforce platform governance standards and architectural principles.
Define andmaintainarchitectural documentation, design standards, and decision frameworks.
Ensure auditability, compliance, data integrity, and properchangecontrol.
Partner with support and operations teams to ensure solutions are usable, measurable, and supportable.
Support major platform initiatives, upgrades, and critical issue resolution activities.
Evaluate emerging technologies and capabilities for alignment with enterprise strategy.
QUALIFICATIONS
Required Qualifications
8-10+ years o