Senior ServiceNow ITSM Architect & Platform Leader

Five Below; United States; Remote; USD 140,000 - 180,000; Full time

Job summary

Five Below is seeking an ITSM Solution Architect to lead ServiceNow platform strategy and enterprise ITSM initiatives. You will collaborate with stakeholders to evolve platform capabilities and align with business goals across the organization.

You will mentor administrators and developers, oversee backlog refinements, and ensure scalable, secure solutions with strong data integrity. Expect cross‑functional collaboration with security, operations, and customer support teams to deliver value.

Qualifications

• 8-10+ years in ITSM design or architecture.
• ServiceNow Certified System Administrator (CSA).
• Experience as Product Owner, Platform Owner, or Architecture Lead.
• Ability to influence strategy, governance, and roadmaps.
• Experience presenting roadmaps and designs to leadership.
• Lead backlog refinement and technical discovery.
• Hands-on ServiceNow ITSM (Incident, Change, Problem, Request).
• Experience with CMDB and ITOM implementations.
• Strong ITIL-based service management understanding.
• Translate business needs into technical designs.

Responsibilities

• Lead end-to-end ITSM solution design for Incident, Change, Problem, Request.
• Translate business requirements into scalable technical solutions.
• Define architecture patterns and data models.
• Ensure alignment with enterprise standards and governance.
• Design integrations with PagerDuty, Zendesk, Salesforce, and IAM.
• Provide architectural guidance during platform delivery and backlog refinement.
• Mentor admins, developers, and partners on best practices.
• Establish governance standards and change control.

Skills

ITSM architecture

ServiceNow CSA

Product Owner

Platform ownership

Architecture lead

Roadmap planning

Stakeholder communication

Backlog refinement

ITIL knowledge

Tools

PagerDuty

Zendesk

Salesforce

ServiceNow ITOM

Job description

Five Below is seeking an ITSM Solution Architect to lead ServiceNow platform strategy and enterprise ITSM initiatives. You will collaborate with stakeholders to evolve platform capabilities and align with business goals across the organization.

You will mentor administrators and developers, oversee backlog refinements, and ensure scalable, secure solutions with strong data integrity. Expect cross‑functional collaboration with security, operations, and customer support teams to deliver value.