ServiceNow Platform Architect – ITSM, CMDB/CSDM, AI Strategy

Job Description 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 customer's 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 customer's 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