ServiceNow Architect

Job Title: ServiceNow Platform Architect (CSM & FSM)

Locations: Jersey City, NJ | Dallas, TX | Chicago, IL | San Francisco, CA

Work Mode: Onsite

Overview

We are seeking an experienced ServiceNow Platform Architect with deep expertise in Customer Service Management (CSM) and Field Service Management (FSM) to lead the design, implementation, and evolution of enterprise-scale ServiceNow solutions. This role requires strong architectural judgment, hands-on technical depth, and the ability to guide both clients and delivery teams toward scalable, secure, and high-performing platform outcomes.

Key Responsibilities

Solution Architecture & Design
• Lead the architecture and delivery of end-to-end ServiceNow solutions, with primary focus on CSM and FSM, while ensuring alignment with enterprise standards and business objectives.
• Define and maintain ServiceNow architectural blueprints, roadmaps, and reference designs.

Strategic Collaboration
• Partner with business stakeholders, project managers, and technical teams to translate business requirements into scalable ServiceNow architectures.
• Advise on platform capabilities, trade-offs, and long-term roadmap planning.

Customization & Configuration
• Oversee configuration and customization of ServiceNow modules, ensuring adherence to best practices, platform integrity, and upgrade-safe designs.
• Review and govern custom development to balance flexibility with maintainability.

Integration Architecture
• Design and govern integrations between ServiceNow and external systems using REST, SOAP, OAuth2, JWT, and MID Server.
• Enable seamless interoperability with platforms such as AWS, Azure, Salesforce, SAP, Active Directory, LDAP, and custom enterprise systems.

Technical Leadership & Mentorship
• Provide architectural leadership and technical guidance to development teams.
• Establish and enforce coding standards, design patterns, and delivery best practices across projects.

Platform Optimization
• Identify opportunities to improve platform performance, usability, and cost efficiency.
• Review data models, workflows, integrations, and CMDB design to ensure scalability and operational excellence.

Governance, Security & Compliance
• Define and enforce governance frameworks covering data integrity, access controls, security, and configuration management.
• Ensure compliance with organizational and regulatory requirements.

Client Advisory & Engagement
• Act as a trusted advisor and subject matter expert for clients, providing recommendations on ServiceNow architecture, process automation, and platform optimization.

Required Skills & Experience
• Strong hands-on experience architecting and delivering ServiceNow CSM and FSM solutions.
• Advanced ServiceNow scripting expertise including JavaScript, Glide API, Business Rules, Script Includes, and related platform components.
• Proven experience designing and managing complex integrations using modern authentication and middleware patterns.
• Deep understanding of CMDB architecture, data modeling, and best practices for platform performance and scalability.
• Expertise in update sets, version control, CI/CD and deployment processes, and ServiceNow governance models.
• Experience with advanced ServiceNow capabilities such as Flow Designer, Virtual Agent, and Predictive Intelligence.