Senior Platform Architect, Engage Central & AI

ServiceNow; Orlando (FL); On-site; USD 140,000 - 190,000; Full time

Job summary

ServiceNow Orlando is hiring a Business Technical Architect for the Engage Central Platform to lead design, solutioning, building, and maintenance of a unified customer engagement platform for Expert Services and Partners globally.

The role translates business requirements into scalable technical solutions, ensuring architectural integrity, platform performance, and development quality across the full delivery lifecycle. Strong executive communication is required.

Qualifications

• 6-10+ years of ServiceNow platform experience including development, administration, and architecture.
• Extensive knowledge of ServiceNow products such as CSM, SPM, ITSM, ITOM.
• Experience building custom ServiceNow apps with advanced data models, rules, workflows, UI, and API integration.
• Experience optimizing platform scalability and performance for high-availability architectures.
• Knowledge of multi-tenant architecture, data isolation, access control, domain separation, and security best practices.
• Excellent ability to clearly communicate technical concepts to non-technical audiences.

Responsibilities

• Design scalable ServiceNow solutions that meet business needs and follow best practices.
• Manage single-instance, multi-tenant Engage Central architecture, ensuring data isolation and easy onboarding.
• Develop technical design documents, diagrams, and specs for development teams and vendors.
• Lead architecture reviews and advise on technical standards for Engage Central.
• Oversee platform upgrades and releases with DT to minimize service disruptions.
• Collaborate with AI Delivery Solutions to launch AI products and integrate them smoothly.

Skills

ServiceNow experience

ITSM/ITOM knowledge

Custom apps

Performance optimization

Multi-tenant architecture

Communication skills

Agile leadership

Travel willingness

Job description

ServiceNow Orlando is hiring a Business Technical Architect for the Engage Central Platform to lead design, solutioning, building, and maintenance of a unified customer engagement platform for Expert Services and Partners globally.

The role translates business requirements into scalable technical solutions, ensuring architectural integrity, platform performance, and development quality across the full delivery lifecycle. Strong executive communication is required.