ServiceNow Architect

Presidio; United States; Remote; USD 140,000 - 190,000; Full time

Job summary

Presidio is seeking an experienced ServiceNow Architect to lead architectural direction for a Managed Services ServiceNow platform. The role requires coordinating with the Platform Strategy and Design Architect and working closely with the ServiceNow Platform team, developers, administrators, process owners, and security teams across multiple customers.

The candidate will guide integrations, governance, and upgrade planning while ensuring security, data separation, and scalable patterns.

Qualifications

• Eight plus years of ServiceNow experience in architecture, design, configuration and development.
• Proven ability to lead domain separation and complex integrations in MSP or multi-customer settings.
• Hands-on development with JavaScript, Business Rules, Flow Designer, and platform debugging.
• Track record reducing customization and expanding out-of-the-box capabilities.
• Ability to evaluate requirements and advise on platform fit and approach.
• Strong security, access controls, data segregation, and upgrade practices.

Responsibilities

• Own and maintain architecture, standards, and roadmap for the ServiceNow platform within MSP.
• Provide leadership for domain separation, data isolation, security, and cross-domain behavior.
• Guide the transformation toward maintainable, upgrade-friendly configurations.
• Evaluate customizations and technical debt; plan remediation by risk and value.
• Lead solution architecture for ITOM Discovery, Event Management, ITSM Pro, and CSM.
• Translate business strategy into platform roadmaps with stakeholders.
• Collaborate with Platform Team, developers, admins, and security for governance.
• Define reusable patterns, guardrails, and integration standards across APIs and MID Servers.
• Mentor developers with design reviews, troubleshooting, and best practices.
• Ensure secure development and data protection across domains.

Skills

ServiceNow

Architecture

JavaScript

ITIL

Security

Leadership

Education

Bachelor's degree or equivalent

Tools

IntegrationHub

MID Servers

REST

SOAP

Job description

Presidio, Where Teamwork and Innovation Shape the Future

At Presidio, we're at the forefront of a global technology revolution, transforming industries through cutting-edge digital solutions and next-generation AI. We empower businesses - and their internal customers - to achieve more through innovation, automation, and intelligent insights.

ServiceNow Architects

At Presidio provide architectural leadership for Presidio's Managed Services ServiceNow platform. This role reports to the Platform Strategy and Design Architect and works closely with the ServiceNow Platform team to continuously maintain, simplify, and scale a complex, highly integrated environment as the business evolves. The architect is responsible for ensuring the platform remains sustainable, supportable, and aligned to long-term business needs, including modules and capabilities that support a Managed Services environment. The role establishes technical direction, supports platform governance, oversees new and future integrations, and helps determine when business requirements should be implemented in ServiceNow and when another solution is more appropriate.

Travel Requirements

This role will be remotely based in the Continental US with associated travel of 5%.

Responsibilities Include

• Own and maintain the target architecture, technical standards, design principles, and architectural roadmap for the ServiceNow platform within a Managed Services Provider environment.
• Provide architectural leadership for domain separation, including data isolation, visibility, configuration, security, reporting, integrations, and cross-domain platform behavior.
• Guide the transformation of a highly customized environment toward maintainable, scalable, and upgrade-friendly out-of-the-box capabilities.
• Evaluate existing customizations and technical debt, recommend disposition plans, and prioritize remediation based on risk, value, supportability, and platform strategy.
• Lead solution architecture for ITOM Discovery, Event Management, ITSM Pro, Customer Success Management, Project Portfolio Management, Customer Service Management, and future approved capabilities.
• Partner with the Platform Strategy and Design Architect to translate business strategy and service objectives into platform architecture and implementation roadmaps.
• Work closely with the ServiceNow Platform team, developers, administrators, process owners, Service Delivery leaders, security teams, and integration owners.
• Help establish and operate platform governance, including architecture review, technical design approval, development standards, release readiness, and exception management.
• Assess requests to determine whether ServiceNow is the appropriate solution and recommend alternative approaches when requirements do not align with platform strategy or capabilities.
• Define reusable patterns and guardrails for configuration, development, integrations, automation, reporting, portals, data management, and domain-separated solutions.
• Provide day-to-day technical guidance to ServiceNow developers, including design reviews, code reviews, troubleshooting support, development patterns, and mentoring.
• Participate in hands-on development, prototyping, complex configuration, defect resolution, and technical validation when needed.
• Ensure solutions follow secure development practices, least-privilege access principles, data protection requirements, and appropriate separation of customer data.
• Design and govern integrations with monitoring, observability, customer, identity, collaboration, financial, and other enterprise platforms.
• Establish integration standards covering APIs, IntegrationHub, MID Servers, authentication, error handling, monitoring, performance, support ownership, and lifecycle management.
• Provide architectural direction for Discovery, service mapping, CMDB data quality, identification and reconciliation, event ingestion, alert correlation, and operational workflows.
• Partner with process owners to align platform design with ITIL practices and Managed Services operating processes while avoiding unnecessary customization.
• Ensure architecture decisions account for scalability, availability, performance, maintainability, upgradeability, licensing, and total cost of ownership.
• Create and maintain architecture diagrams, design documents, decision records, data flows, integration inventories, standards, and technical runbooks.
• Participate in release planning, upgrade planning, testing strategy, clone planning, environment management, and production readiness reviews.
• Assess the technical impact of ServiceNow releases and application changes, and develop plans to adopt relevant capabilities while minimizing regression risk.
• Support root cause analysis and resolution for complex platform, integration, performance, and data issues.
• Promote automation, platform health, observability, and continual improvement across the ServiceNow environment.
• Communicate architecture decisions, risks, dependencies, and recommendations clearly to technical teams, business stakeholders, and leadership.

Key Performance Indicators

• Reduce unnecessary customization and technical debt in accordance with the approved platform roadmap.
• Increase adoption of approved out-of-the-box capabilities and standardized implementation patterns.
• Meet architecture review and technical design commitments without creating avoidable delivery delays.
• Maintain documented architectural decisions, integration standards, design patterns, and platform roadmaps.
• Improve platform upgrade readiness by reducing skipped changes, unsupported customizations, and preventable regressions.
• Achieve defined milestones for ITOM Discovery, Event Management, ITSM Pro, and other approved product implementations.
• Improve CMDB, Discovery, event, and integration health against agreed data quality and operational targets.
• Reduce production defects and rework attributable to architecture, design, or development-standard gaps.
• Ensure new solutions meet domain separation, security, scalability, maintainability and supportability requirements.
• Demonstrate timely technical guidance, design review, and development support for the ServiceNow Platform team.

Required Skills And Professional Experience

• Bachelor's degree or equivalent experience and/or military experience.
• 8+ years of experience working with ServiceNow, including architecture, design, configuration, and development responsibilities.
• 3+ years of experience architecting ServiceNow solutions in a Managed Services Provider or complex multi-customer environment.
• Demonstrated experience designing, implementing, or supporting ServiceNow domain separation.
• Strong hands-on ServiceNow development experience, including JavaScript, Business Rules, Script Includes, Flow Designer, integrations, APIs, and platform debugging.
• Experience leading the reduction of platform customization and the adoption of out-of-the-box ServiceNow capabilities.
• Experience architecting complex integrations using REST, SOAP, IntegrationHub, MID Servers, webhooks, and secure authentication patterns.
• Experience with ITSM and CMDB architecture, data modeling, identification and reconciliation, Discovery, and operational data governance.
• Experience providing technical leadership, code and design reviews, mentoring, and day-to-day guidance to developers.
• Ability to evaluate business requirements, identify tradeoffs, and make clear recommendations regarding platform fit and solution approach.
• Strong understanding of platform security, access controls, data segregation, performance, scalability, release management, and upgrade practices.
• Strong written, verbal, facilitation, documentation, and stakeholder management skills.

Preferred Skills And Professional Experience

• Experience with ITOM Discovery, Event Management, ITSM Pro, Customer Success Management, Project Portfolio Management, and Customer Service Management.
• Experience supporting ServiceNow in a global, highly integrated, or regulated enterprise environment.
• Experience with service mapping, observability integrations, alert management, automation, and proactive operations.
• Experience with ServiceNow Automated Test Framework, source control, application development standards, and CI/CD practices.
• Experience with ServiceNow portals, workspaces, reporting, Performance Analytics, and customer-facing experiences in a domain-separated environment.
• Knowledge of ITIL practices, product management, architecture governance, and platform operating models.
• Current ServiceNow Certified System Administrator and Certified Application Developer credentials.
• ServiceNow Certified Technical Architect, Certified Master Architect, or relevant implementation specialist certifications.