ServiceNow Platform Architect – ITSM, CMDBCSDM, AI Strategy

Platform Architect - ServiceNow ITSM CMDB CSDM & AI Strategy

Location:
Canada - Remote

Duration:
24 months

Role Overview:
We are seeking a trusted and experienced Platform Architect (PA) to act as a key architectural advisor to our customers.
The primary purpose of this role is to ensure customers realize the full value of their ServiceNow investment.
The Platform Architect will guide customers in identifying and sequencing the adoption of capabilities that align with their business outcomes delivering value quickly and sustainably and ensuring the long-term health and scalability of their platform.
This is an advisory role focused on shaping the customers platform strategy and direction through expert guidance rather than direct implementation.

Key Responsibilities:

Architectural Advisory:
Translate customer business objectives into a coherent platform strategy.
Guide customers 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 reviews 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.
Advise on how AI capabilities fit within broader organizational AI strategy and align AI capabilities to business outcomes.

Required Skills and Competencies:
Ability to design scalable secure and high-performing ServiceNow platform architectures that translate business objectives into sound architectural decisions.
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.
Excellent communication skills with the ability to convey complex architectural decisions risks and platform direction to diverse audiences including executive stakeholders.
Ability to diagnose the root cause of complex multi-threaded problems evaluate options and develop scalable resolution approaches.
Understand and engage with the customers industry context business model and strategic priorities to connect platform decisions to business outcomes.
Ability to develop and maintain a clear ServiceNow platform and product roadmap aligned with customer business objectives.

Required Knowledge & Certifications:
Deep understanding of the core ServiceNow platform including CMDB CSDM application development patterns integration capabilities security model and instance lifecycle management.
Expertise in solution design principles governance frameworks technical debt remediation and enterprise architecture concepts (e.g. TOGAF).
Deep expertise in ITSM is mandatory.
Expertise in at least one other ServiceNow workflow area (e.g. ITOM CSM HRSD SecOps).

Certifications:
Required: Certified System Administrator (CSA) Certified Application Developer (CAD) Certified Implementation Specialist (CIS - at least one).
Expected: ArchX - Advanced Architecture Certified Technical Architect (CTA - in pursuit or completed).
AI Certifications: Now Assist Essentials Now Assist Executive Micro-Certification Agentic AI Executive Micro-Certification.

Duties:
Lead and drive large and complex Expert Service engagements.
Ensure on-time on-budget delivery of solutions to achieve customer outcomes.
Act as thought leader mentor and trusted advisor on transformation execution.
Serve as key point of communication and coordination for the delivery team.
Establish and maintain governance forums.
Mitigate risks and issues.
Drive rapid and effective decision-making escalating as required.
Assess project impacts and cross-effects.
Build cross-geo cross-functional and partner relationships.
Demonstrate transformation execution thought leadership during ambiguity or conflict.
Drive large-scale high-risk engagements with multiple workstreams.
Ensure strategic alignment and future account growth.
Focus on governance stakeholder alignment quality checks and project structure.
Provide comprehensive oversight with full project accountability.
Coach and mentor junior EMs and lead Senior EMs on large complex projects.
Manage engagement governance timeline scope risk change management resourcing reporting and financials.
Work with Sales Account Team partner and customer to understand challenges and value.
Apply Now Create methodology and prescriptive guidance.
Identify gaps between actuals and plan propose solutions and drive resolutions.
Lead delivery teams throughout complex programs with multiple workstreams.

Skills:
AI Integration & Strategic Optimization (Expert level)
ServiceNow Platform & Certifications
Transformation Execution Thought Leadership
Large-Scale High-Risk Engagement Leadership
Multi-Workstream Program Management
Strategic Alignment & Account Growth
Engagement Governance & Oversight
Stakeholder Alignment & Quality Checks
Risk Management & Mitigation
Change Management
Resource & Financial Management
Now Create Methodology
Cross-Geo & Cross-Functional Relationship Building
Partner Relationship Management
Coaching & Mentoring (Senior EM EM Associate EM)
Ethical AI & Value-Driven Adoption
Industry Domain Expertise

Required Skills:

Sailpoint

Employment Type : Full Time
Experience: years
Vacancy: 1
Monthly Salary Salary: 10 - 10