Key Responsibilities Architectural Advisory
Translate customer business objectives into a coherent platform strategy.
Guide customer in defining their platform roadmap, sequencing workflow adoption, and conducting solution design reviews.
Platform Health & Governance
Lead technical governance discussions to establish frameworks that prevent platform health degradation over time.
Interpret platform health reports and advise on remediation plans for maintainability, performance, security, and upgradeability.
Risk Management
Proactively identify, track, and assess risks across architectural, technical, and platform health dimensions.
Advise customers on mitigation strategies to ensure risks are managed before they become incidents.
Customer Engagement
Build and maintain strong relationships with customer stakeholders, from technical teams to senior leadership.
Facilitate architectural review, executive conversations, and workshops.
Technical Expertise
Demonstrate platform capabilities and guide customers through ServiceNow functionality.
Maintain deep expertise in a few core areas while having broad knowledge across the entire ServiceNow platform.
Strategic & Conceptual AI Expertise
Guide customers in adopting AI capabilities on the ServiceNow platform, including advising on how these capabilities fit within their broader organizational AI strategy and how to align AI capacities to business outcomes.
Required Skills and Competencies Technical Architecture
Ability to design scalable, secure, and high performing ServiceNow platform architectures that translate business objectives into sound architectural decisions.
Stakeholder Influence
Proven ability to build and sustain trusted relationships across all organizational levels, from working teams to the C-suite, and influence outcomes through credibility and deep relationships.
Effective Communication
Excellent communication skills, with the ability to convey complex architectural decisions, risks, and platform direction with precision to diverse audiences, including executive stakeholders.
Problem-Solving
Ability to diagnose the root cause of complex, multi-threaded problems, evaluate options, and develop sound, scalable resolution approaches.
Business & Industry Acumen
Understand and credibly engage with the customer’s industry context, business model, and strategic priorities to connect platform decisions to business outcomes.
Platform and Product Road mapping
Ability to develop and maintain a clear, defensible ServiceNow platform and product roadmap that translates customer business objectives into a sequenced adoption plan.
Required Knowledge & Certifications ServiceNow Platform Knowledge
Deep understanding of the core ServiceNow platform, including its data model (CMDB, CSDM), application development patterns, integration capabilities, security model, and instance lifecycle management.
Architectural Knowledge
Expertise in solution design principles, governance frameworks, technical debt remediation, and enterprise architecture concepts (e.g., TOGAF).
Workflow & Product Knowledge
Deep expertise in ITSM is mandatory: Expertise in at least one other ServiceNow workflow area (e.g., ITOM, CSM, HRSD, SecOps) expected.
Certifications
Required: Certified System Administrator (CSA), Certified Application Developer (CAD), Certified Implementation Specialist (CIS - at least one).