ServiceNow Platform Architect

We are seeking a highly experienced ServiceNow Platform Architect & Owner to lead the strategy, governance, architecture, and ongoing evolution of our enterprise ServiceNow platform. This role will serve as the primary owner of the ServiceNow ecosystem, ensuring the platform delivers business value across the organization while supporting the unique operational, regulatory, and compliance requirements of the healthcare industry.

The ideal candidate will combine deep technical expertise with strong business acumen and leadership skills. This individual will work closely with business stakeholders, IT leadership, clinical support teams, and operational leaders to gather requirements, prioritize initiatives, define platform roadmaps, and deliver scalable ServiceNow solutions. The candidate must be hands-on and capable of configuring, administering, and optimizing ServiceNow applications while also providing architectural oversight and strategic direction.

Key ResponsibilitiesServiceNow Platform Ownership

• Serve as the overall owner and strategic leader of the ServiceNow platform.
• Define and maintain the ServiceNow platform roadmap, governance model, standards, and best practices.
• Drive platform adoption and ensure alignment with enterprise business and technology objectives.
• Manage platform demand, enhancement requests, technical debt, and release planning.
• Establish platform KPIs and measure business value, user adoption, and operational effectiveness.

Architecture & Solution Design

• Design and maintain the enterprise ServiceNow architecture, ensuring scalability, security, performance, and maintainability.
• Provide technical leadership across ServiceNow modules including ITSM, CMDB, Service Catalog, Asset Management, Knowledge Management, IT Operations Management (ITOM), and related platform capabilities.
• Evaluate new ServiceNow products and capabilities to support evolving business needs.
• Lead solution design reviews and ensure adherence to architectural standards.

Healthcare Technology Enablement

• Partner with healthcare operational, administrative, and technology teams to improve service delivery and operational efficiency.
• Ensure platform solutions support healthcare compliance, security, audit, and regulatory requirements.
• Collaborate with stakeholders across clinical, business, and IT functions to identify opportunities for process automation and workflow optimization.
• Support initiatives that improve employee experience, service quality, and operational visibility.

Hands-On Configuration & Administration

• Perform and oversee ServiceNow configuration activities, including workflows, forms, business rules, notifications, catalog items, integrations, dashboards, and reporting.
• Guide development teams and administrators in implementing scalable and supportable solutions.
• Troubleshoot platform issues and provide technical expertise for complex configurations and integrations.
• Participate in upgrades, testing, deployment activities, and platform optimization efforts.

CMDB & ITSM Leadership

• Own the strategy, governance, and continuous improvement of the Configuration Management Database (CMDB).
• Ensure CMDB data quality, integrity, and alignment with operational processes.
• Lead ITSM process improvements across Incident, Problem, Change, Request, Knowledge, and Service Catalog management.
• Partner with infrastructure and operations teams to improve service visibility and operational resilience.

Business Engagement & Stakeholder Management

• Facilitate workshops, interviews, and discovery sessions to gather business and technical requirements.
• Translate complex business requirements into practical ServiceNow solutions and implementation plans.
• Communicate platform strategy, priorities, architecture decisions, and project status to executive leadership and business stakeholders.
• Build trusted relationships across business, clinical support, operational, and technology teams.

Governance & Continuous Improvement

• Establish platform governance processes, release management standards, and development lifecycle controls.
• Promote platform consistency, standardization, and operational excellence.
• Develop documentation, architecture diagrams, policies, standards, and support procedures.
• Mentor ServiceNow administrators, developers, and analysts to improve platform capabilities across the organization., The successful candidate will act as the single point of accountability for the ServiceNow platform, balancing strategic leadership with hands-on technical execution. They will be comfortable engaging healthcare executives and business leaders, facilitating requirements workshops, defining platform strategy, and personally guiding the configuration and optimization of ServiceNow solutions that improve operational efficiency and service delivery across the enterprise.

Do you have experience in Systems integration?, Do you have a Bachelor’s degree?, * Bachelor’s degree in Information Technology, Computer Science, Healthcare Information Systems, Engineering, or related field.

• 8+ years of ServiceNow platform experience, including architecture and administration responsibilities.
• 5+ years of experience leading enterprise ServiceNow implementations and platform governance.
• Strong hands-on experience configuring and administering ServiceNow applications.
• Extensive experience with ITSM, CMDB, Service Catalog, Knowledge Management, and platform governance.
• Experience leading requirements gathering, business process analysis, and solution design activities.
• Strong understanding of enterprise architecture principles, integration patterns, and platform lifecycle management.
• Exceptional communication, presentation, facilitation, and stakeholder management skills.
• Ability to communicate effectively with executive leadership, business users, and technical teams.

Preferred Qualifications

• Experience within healthcare, healthcare technology, hospital systems, payer organizations, or regulated industries.
• ServiceNow Certified System Administrator (CSA).
• ServiceNow Certified Implementation Specialist (CIS) - ITSM.
• ServiceNow Certified Application Developer (CAD).
• ServiceNow Certified Technical Architect (CTA) preferred.
• ITIL Foundation or advanced ITIL certification.
• Experience with ITOM, Discovery, Service Mapping, Asset Management, and Governance, Risk & Compliance (GRC).

Key Competencies

• ServiceNow Platform Ownership
• Enterprise Architecture
• ITSM & CMDB Strategy
• Healthcare Technology Operations
• Requirements Gathering & Business Analysis
• Stakeholder Management
• Platform Governance
• Service Delivery Management
• Process Improvement & Automation
• Technical Leadership
• Communication & Executive Presence

Pulled from the full job description

• Parental leave
• Flexible schedule