ServiceNow Solution Architect

• Own end-to-end architecture for assigned ServiceNow products - from discovery and design through release, adoption, and lifecycle improvement - producing artifacts such as blueprints, integration patterns, and decision records.
• Lead architecture reviews and design-authority forums for assigned products; approve designs within delegated authority and escalate enterprise-wide or exception decisions to the Platform Architect.
• Establish platform guardrails, reusable patterns, and coding/integration standards, and review internal and vendor designs for alignment, security, and technical-debt impact.

1. Demand intake, product ownership, and prioritization

• Serve as the functional/technical owner for assigned application areas and primary platform-facing partner to business Product Owners.
• Qualify and shape new ideas, enhancements, and technical debt into ready features, epics, and stories, using a transparent value-based prioritization method (e.g., WSJF).
• Represent assigned products in Demand Board, roadmap, and release/funding discussions.

1. Integration, data, CMDB/CSDM, and AI architecture

• Design integration approaches (IntegrationHub, APIs, events, MID Server) and define data ownership, quality, and lifecycle expectations for assigned products.
• Apply CMDB/CSDM, Service Graph, and service-modeling principles where relevant, and guide adoption of Now Assist, AI agents, MCP, and related AI governance patterns.

1. Delivery enablement and platform-health stewardship

• Partner with developers, analysts, and vendors to remove technical blockers; build prototypes/proofs of concept and perform code and integration-pattern reviews.
• Provide selective quick-turn fixes for executive or critical US-hours needs and first-pass technical triage for severe issues, without owning the incident queue or on-call rotation.
• Maintain the product architecture roadmap, support upgrade/release planning, and prioritize technical debt and platform-health improvements; mentor developers on reusable patterns.

1. Business partnership, adoption, and vendor leadership

• Facilitate discovery/design workshops, demonstrate capabilities in business terms, and convert underused licensed capabilities into adoption opportunities.
• Provide technical direction and design governance to implementation partners and vendors, validating deliverables and ensuring knowledge transfer to operations.

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related field, or equivalent practical experience.
• 8+ years of enterprise platform/application delivery experience, including 5+ years hands-on ServiceNow experience across architecture, configuration, integration, and lifecycle ownership.
• Proven ownership of solution architecture in a large enterprise (multiple business units, tenants, or regions), translating business goals into scalable, secure, and supportable designs.
• Experience leading architecture reviews, setting standards, and influencing senior business and technical stakeholders.
• Current hands-on knowledge of Flow Designer, IntegrationHub, scoped applications, JavaScript, ServiceNow APIs/REST/SOAP, and security controls.
• Agile product delivery experience (backlog refinement, prioritization, release planning); strong communication skills; able to work from Boise across US and global time zones.
• Experience with the latest ServiceNow AI out of the box and non-ServiceNow capabilities including MCP, Tools, AI Studio, Now Assist Skills, Agents, A2A interactions, Agentic workflows and orchestration and similar.
• Architecture/implementation experience across ServiceNow domains such as ITSM, ITOM, ITAM, CMDB/CSDM, AIOps, CSM, CRM, HRSD, SecOps, or SPM.
• Experience with Service Graph, Discovery, Service Mapping, and CMDB governance/data certification.
• Experience integrating ServiceNow with enterprise ERP/HR/CRM/identity/security systems in a 24x7 global environment, including release automation, deployment, and instance/clone governance.

Certifications

• ServiceNow Certified System Administrator (CSA) - required or expected shortly after hire; Certified Application Developer (CAD) strongly preferred.
• Certified Technical Architect (CTA) or Certified Master Architect (CMA) highly valued; relevant Certified Implementation Specialist (CIS) certification(s) for the assigned portfolio preferred.
• ITIL 4 Foundation and Agile product certification (e.g., SAFe POPM, CSPO, PSPO) preferred.

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