Job Description

The Technical Architect for the NOW Engage Platform is the technical leader responsible for designing, solutioning, building, and maintaining ServiceNow's unified customer engagement platform that serves Expert Services and Partner consultants globally. This role translates business requirements into scalable, maintainable technical solutions while ensuring architectural integrity, platform performance, and development quality across the full delivery lifecycle.

As the technical counterpart to the Business Analyst, the Technical Architect owns the 'how' of platform implementation—designing multi-tenant architecture, integrating AI capabilities, overseeing scrum development teams, and ensuring that every technical solution aligns with ServiceNow best practices and enterprise standards. This individual must excel at communicating complex technical concepts to executive leadership while maintaining hands-on technical leadership with development teams.

What you get to do in this role

Solution Architecture & Technical Design

• Design scalable ServiceNow solutions that meet business needs and follow best practices.
• Manage single-instance, multi-tenant NOW Engage architecture, ensuring data isolation, access control, and easy onboarding.
• Develop technical design documents, diagrams, and specs for development teams and vendors.
• Solution and recommend ServiceNow features, customizations, or third-party integrations that best fit requirements.
• Work with the Business Analyst to confirm requirements, suggest alternatives, and align on business and technical constraints.

Platform Development & Implementation

• Experience deploying ServiceNow applications across CSM, SPM, and other suites, data models and workflows.
• Design custom ServiceNow apps for unique NOW Engage needs beyond OOTB.
• Architect integrations between NOW Engage and external systems via REST APIs, MID Servers, and Integration Hub.
• Develop secure, scalable API frameworks for AI agents and integrations to access NOW Engage data.
• Manage platform performance, scalability, and technical debt as usage expands.
• Oversee platform upgrades and releases with Digital Technologies to reduce service disruptions.
• Work with the AI Delivery Solutions team to launch new AI products and ensure smooth integration.
• Track ServiceNow’s AI/GenAI advancements and assess use of native and third-party AI features.

Development Team Leadership & Quality Assurance

• Lead scrum teams in architectural choices, code reviews, and technical troubleshooting.
• Ensure user stories are organized, dependencies identified, acceptance criteria defined, clear and technically complete, collaborating with Business Analyst(s).
• Assign stories based on skill set and maintain architectural consistency.
• Uphold coding best practices, standards, and governance through regular reviews.
• Supervise QA processes including unit, integration, and performance testing for high quality.
• Establish technical standards and guidelines for all work on the NOW Engage.

Platform Governance & Enterprise Collaboration

• Ensure NOW Engage architecture, hosting, and integrations comply with ServiceNow IT standards and security requirements by working with Digital Technologies (DT).
• Collaborate with Data Privacy and Legal teams to design data handling that meets GDPR, CCPA, and other regulatory standards.
• Coordinate with Core Business Systems to enable accurate and efficient data exchange between NOW Engage and enterprise systems.
• Align with Global PMO to enforce methodology, compliance, and governance through automation in NOW Engage.
• Participate in internal architecture reviews and technical governance forums to keep platform strategy consistent.
• Clearly explain technical concepts and decisions to executives and non-technical stakeholders using business language.
• Provide leadership with concise options and recommendations for architectural decisions, analyzing performance, cost, and risk.
• Advise on feasibility and effort estimates for roadmap features to support effective prioritization.

Platform Operations & Continuous Improvement

• Monitor performance metrics to detect and resolve bottlenecks, scalability issues, and risks proactively.
• Design and Implement automated testing, CI/CD pipelines, and deployment automation to speed up safe releases.
• Conduct post-incident reviews and root cause analysis, applying measures to prevent recurrence.
• Maintain comprehensive platform documentation, including architecture diagrams, runbooks, operation procedures, and disaster recovery plans.

Qualifications

Required Experience & Skills

• 6-10+ years of ServiceNow platform experience, including development, administration, and architecture.
• Extensive knowledge of ServiceNow products such as CSM, SPM, ITSM, ITOM, or similar enterprise workflows.
• Expertise in building custom ServiceNow apps with advanced data models, rules, workflows, UI, and API integration.
• Strong coding skills in JavaScript, AngularJS, Jelly, REST/SOAP APIs, Integration Hub, UI Builder, performance and platform analytics.
• Skilled in designing complex integrations between ServiceNow and external systems using APIs, web services, and middleware.
• 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.

Preferred Qualifications

• ServiceNow CTA certification.
• ServiceNow CIS certifications in multiple areas (e.g., CSM, SPM, ITSM).
• ServiceNow CAD certification for advanced development.
• Consulting or professional services experience; knowledge of delivery methodologies like NowCreate, Agile, SAFe.
• Understanding of AI/GenAI integrations, API design for AI, and autonomous workflow platforms.
• Leadership of scrum teams in Agile environments; expertise in sprint planning and iterative development.
• Experience collaborating with external vendors, setting technical standards, and managing deliverables.
• Familiarity with ServiceNow Partner ecosystem; platform design for internal/external users.
• Knowledge of cloud infrastructure, containerization, CI/CD pipelines, and DevOps.
• Prior experience implementing platforms that enforce methodology compliance (CMMI, ITIL, project management frameworks) through workflow automation.

Key Competencies & Attributes

• Architectural thinking: Designs scalable, maintainable solutions for current and future needs.
• Technical leadership: Guides teams through complex issues with consistent code quality.
• Problem-solving: Analyzes technical challenges and chooses optimal solutions.
• Quality focus: Ensures high standards in code, documentation, and testing without delaying delivery.
• Collaboration: Works across teams to meet shared goals.
• Executive presence: Presents confidently to senior leaders and advises on architectural choices.
• Adaptability: Excels in dynamic environments with evolving priorities.
• Willing to travel up to 25% annually for stakeholder engagement and platform support.

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

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