ServiceNow Technical Architect

SUMMARY

• The ServiceNow Technical Architect will lead solution architecture, technical design.
• Implementation governance, and complex platform delivery across the Now Platform.
• The role requires strong hands-on architecture capability across core platform development, integrations, security, data model design, scalable implementation patterns, and deep portal engineering experience across Employee Center and Customer Service Management portals, with a preference for candidates who hold ServiceNow Certified Technical Architect (CTA) or Certified Master Architect (CMA) credentials.

WHAT YOU WILL DO:

• Own end-to-end technical architecture for ServiceNow programs, including solution design,integration patterns, environment strategy, data architecture, security model, portal architecture and deployment governance.
• Translate business and operating model requirements into scalable ServiceNow technical solutions
• Across one or more product lines such as ITSM, ITOM, CSM, HRSD, SPM, IRM, or custom applications.
• Define and enforce platform standards for scripting, scoped app design, CMDB and data model
• integrity, API integrations, DevOps and CI/CD alignment, portal design patterns, and upgrade-safe extensibility.
• Provide hands-on technical leadership for complex builds, including Flow Designer, IntegrationHub,
• Script Includes, business rules, workspace and portal components, search experiences, and external system integrations.
• Lead technical design workshops, architecture reviews, proof-of-concepts, and design authority
• Forums with stakeholders, delivery teams, and customer leadership.
• Mentor developers, leads, and consultants on architecture patterns, engineering quality, portal
• Design strategy, performance optimization, and secure development best practices.
• Identify risks, technical debt, and non-scalable customizations early, and steer delivery towards maintainable out-of-box aligned architecture decisions.

Core technical skills

• Deep expertise in Now Platform architecture, data model design, ACL and security architecture, domain separation considerations, update strategy, and integration design.
• Strong hands-on capability in JavaScript and ServiceNow server-side and client-side
• scripting, with working knowledge of HTML, CSS, REST, SOAP, and API-led integrations.
• Experience designing and governing enterprise integrations with cloud platforms, identity
• providers, observability tools, middleware, and line-of-business applications.
• Strong understanding of SaaS and PaaS architecture principles, multi-tenancy, automation, analytics, AI-adjacent platform capabilities, and enterprise architecture frameworks.
• Experience across multiple ServiceNow product lines beyond core ITSM, preferably including at least two or more of ITOM, CSM, HRSD, ITAM, SPM, IRM/GRC, or App Engine.
• Ability to balance out-of-box capability, configuration, and custom development while preserving upgradeability and long-term platform health.

Employee Center and CSM portal expertise

• In-depth knowledge of building and governing Employee Center experiences, including Unified Taxonomy, Curated Experiences, Dynamic Topic Pages, Mega Menu, My Active
• Items Recommended for You, Popular Topics, Quick Links, and employee-centric search
• configuration.
• In-depth knowledge of building and governing CSM portals using Service Portal.
• Configurable Portal widgets, including page creation, widget configuration, Portal Data List,
• Case-centric navigation, knowledge exposure, request experiences, and portal-specific
• access models.
• Ability to design when to use separate portals versus a unified experience, with clear
• understanding that Employee Center and Customer Service portals are separate portals
• with distinct URLs, access controls, and licensing implications.
• Strong experience in widget strategy, including using base widgets as-is, cloning widgets
• for controlled enhancement, and developing custom widgets only where required by
• experience, governance, or business differentiation.
• Expertise in building portal information architecture, including taxonomy-led multi-
• department navigation for Employee Center and siloed case-management journeys for CSM
• portals.
• Working knowledge of portal search configuration, knowledge surfacing, user criteria,
• content targeting, and performance considerations for high-traffic self-service
• experiences.
• Ability to define migration and coexistence strategies between legacy Service Portal
• implementations and Employee Center experiences, including widget reuse, cloning
• strategy, and content/taxonomy redesign.

Portal-specific responsibilities

• Architect employee self-service experiences that support multi-department discovery
• through taxonomy, dynamic pages, targeted content, and consolidated task visibility.
• Architect customer and partner self-service portals that prioritize case creation, case
• tracking, knowledge deflection, contextual lists, and configurable portal widgets.
• Establish standards for portal page models, widget reuse, naming conventions, content
• governance, search tuning, analytics, and extensibility.
• Guide teams on trade-offs between out-of-box Employee Center capabilities and custom
• Service Portal development for CSM or specialized service experiences.

QUALIFICATIONS AND SKILLS:

• 7+ years of ServiceNow implementation, development, or architecture experience, including
• ownership of complex technical solution design and delivery.
• Proven experience acting as a technical lead, solution architect, or platform architect on enterprise-scale ServiceNow programs.
• Demonstrated success in designing complex solutions, custom applications, integrations, and self- service portal experiences across multiple systems and stakeholder groups.
• Hands-on experience with Employee Center and or CSM portal design, including portal information architecture, widgets, search, security, and content strategy.
• Strong client-facing consulting experience, including workshops, stakeholder communication, architecture presentations, and technical governance.

Leadership & behavioral traits

• Strong problem-solving ability with the judgment to simplify complex requirements into
• practical architecture decisions.
• Excellent communication and presentation skills, including the ability to explain technical
• trade-offs to senior stakeholders.
• Collaborative leadership style with the ability to mentor teams, influence design choices,
• and uphold engineering and portal standards across delivery streams.
• High accountability, delivery discipline, and comfort operating in ambiguous enterprise
• transformation environments.

CERTIFICATIONS:

Preferred

• ServiceNow Certified Technical Architect (CTA).
• ServiceNow Certified Master Architect (CMA).

Strongly desired

• Certified System Administrator (CSA).
• Certified Application Developer (CAD).
• Two or more Certified Implementation Specialist (CIS) certifications aligned to major
• product lines such as CSM, HRSD, or ITSM.
• Architecture Excellence accreditation, where relevant to current CTA pathway requirements.