Key Accountabilities
Lead the architecture, design, implementation, and governance of the ServiceNow platform across ITSM and related enterprise workflow modules.
Define and maintain platform architecture standards, development frameworks, approved design patterns, technical roadmaps, environment strategies, release controls, and upgrade-readiness requirements.
Design and optimize Incident, Request, Change, Problem, Knowledge, Service Catalog, and Major Incident Management processes.
Establish and govern the CMDB in alignment with CSDM, including business and technical services, application services, infrastructure configuration items, service maps, dependencies, authoritative data sources, ownership, identification and reconciliation rules, and health controls.
Provide architecture and implementation leadership across ITOM, ITAM, APM, IRM/GRC, HRSD, SecOps, portals, workflow automation, and reporting.
Design and oversee integrations using REST, SOAP, IntegrationHub, MID Servers, APIs, identity services, and third-party enterprise platforms.
Define and maintain role-based access control, segregation of duties, security, privacy, compliance, and auditability standards.
Review and approve major enhancements, integrations, configurations, customizations, and cross-module designs; document standards, decisions, exceptions, risks, and remediation requirements.
Assess proposed solutions for cybersecurity and compliance, NERC CIP applicability, data quality, scalability, performance, upgrade compatibility, operational support, maintainability, and alignment with enterprise architecture standards.
Partner closely with Enterprise Architecture to establish standards, conduct design and exception reviews, govern platform changes, and align ServiceNow with enterprise technology strategy.
Guide implementation partners, administrators, developers, managed service providers, process owners, and support teams; resolve complex designs affecting multiple modules and integrated systems.
Lead platform baselining, modernization, release, upgrade, and technical-debt reduction activities while promoting configuration over unnecessary customization.
Ensure new capabilities transition effectively to operations through documentation, knowledge transfer, support models, monitoring, and operational handoff.
Maintain the ServiceNow technical roadmap and provide architecture input to investment, prioritization, platform health, and continual improvement planning.
Qualifications
Experience/Qualifications/Education Required
Experience
At least eight years of enterprise application or platform delivery experience, including five years designing, implementing, and governing ServiceNow solutions across multiple modules.
Senior individual-contributor role with enterprise-wide influence and no direct reports.
Provides functional architecture direction to ServiceNow administrators, developers, implementation partners, managed service providers, process owners, and support teams.
Strong knowledge of ServiceNow platform architecture, configuration, development governance, data models, workflows, integrations, security, testing, release management, and upgrades.
Demonstrated ability to apply CSDM and CMDB principles to business services, technical services, application services, infrastructure configuration items, and service dependencies.
Working knowledge of REST, SOAP, IntegrationHub, MID Servers, identity integrations, APIs, discovery technologies, and enterprise integration patterns.
Ability to assess technical designs for security, regulatory compliance, data governance, performance, scalability, supportability, upgrade compatibility, and long-term maintainability.
Strong communication and stakeholder-management skills with the ability to facilitate workshops, requirements sessions, governance reviews, design reviews, and executive presentations.
Ability to translate complex technical concepts, architecture decisions, risks, dependencies, and trade-offs into clear business language and actionable recommendations.
Independent technical judgment and the ability to influence business owners, platform teams, vendors, and leadership without direct authority.
Independently selects approved design patterns and accepts routine solutions within established standards. Material exceptions, cybersecurity or regulatory risks, spending commitments, and enterprise policy decisions are escalated to the appropriate owner or governance body.
Experience with major ServiceNow reimplementation, ITOM Discovery and Service Mapping, SAM/HAM, and regulated IT/OT environments is preferred.
Experience delivering ServiceNow capabilities across ITSM and multiple related areas such as ITOM, ITAM, CMDB/CSDM, SecOps, IRM/GRC, SPM/APM, HRSD, portals, and enterprise integrations.
Demonstrated experience engaging 30 or more assignment groups, business stakeholders, process owners, security and compliance teams, and support organizations to translate complex requirements into prioritized capabilities, workflows, automations, integrations, and technical designs.
Experience establishing and governing a ServiceNow operating model covering platform and process ownership, demand intake, architecture review, environment management, release management, support responsibilities, service catalog governance, and continual improvement.
Proven ability to lead implementation partners and cross-functional platform teams, resolve architecture decisions affecting multiple modules, establish technical standards, and transition new capabilities into steady-state operations.
Experience designing and governing CSDM and CMDB capabilities, including service models, Discovery, Service Mapping, data ownership, reconciliation, data quality, and health controls.
Understanding of cybersecurity and regulatory control frameworks, including NERC CIP impacts on IT service management, asset and configuration management, change management, access controls, evidence collection, audit readiness, and operational compliance.
Education and Certifications
Bachelor's degree in Computer Science, Information Systems, or a related field, or equivalent practical experience.
Current ServiceNow Certified System Administrator (CSA) and Certified Implementation Specialist - IT Service Management (CIS-ITSM) certifications.
Certified Technical Architect (CTA), or a combination of CSA, Certified Application Developer (CAD), and at least two relevant CIS disciplines with substantial implementation experience, is highly preferred.
Additional certifications aligned to CMDB/CSDM, ITOM, ITAM, HRSD, IRM/GRC, or other relevant ServiceNow disciplines are preferred.
Additional Requirements
At least eight years of enterprise application or platform delivery experience, including five years designing, implementing, and governing ServiceNow solutions across multiple modules such as ITSM, ITOM, ITAM, CMDB/CSDM, SecOps, GRC, SPM, HRSD, and platform integrations.
Demonstrated experience working with 30+ assignment groups, business stakeholders, process owners, security teams, compliance teams, and support organizations, gathering and translating complex business, operational, security, and regulatory requirements into prioritized ServiceNow capabilities, workflows, automations, integrations, and technical architectures.
Experience establishing and governing a ServiceNow operating model that defines platform ownership, process ownership, demand intake, architecture review, release management, environment strategy, support responsibilities, service catalogue governance, and continual service improvement across multiple business functions.
Strong understanding of regulatory and cybersecurity control frameworks, including NERC CIP requirements and their impact on IT service management, asset management, configuration management, change management, access controls, audit readiness, evidence collection, and operational compliance processes. Experience designing ServiceNow capabilities that support compliance, risk management, audit activities, and control monitoring within regulated environments is preferred.
Proven ability to lead implementation partners, platform teams, and cross-functional stakeholders, resolve architectural decisions affecting multiple ServiceNow modules and integrated systems, establish technical standards, and successfully transition new capabilities into steady-state operations and support.
Partners closely with Enterprise Architecture, Security, Infrastructure, and Compliance teams to establish platform architecture standards, review solution designs and exceptions, govern platform changes, ensure alignment with enterprise technology strategy, and maintain adherence to cybersecurity, risk, and regulatory requirements, including NERC CIP obligations where applicable.
Technical Skills: ServiceNow Architect - Core Technical Skills
Platform architecture & CMDB/CSDM governance deep expertise in ServiceNow platform architecture, CSDM, CMDB, service modeling, discovery, service mapping, data governance, and architecture standards to ensure scalable, maintainable, and upgrade-ready solutions.
Enterprise ServiceNow solution design strong knowledge of ITSM, ITOM, ITAM, HRSD, IRM/GRC, APM/SPM, SecOps, service catalog, and workflow automation, with the ability to design cross-functional enterprise solutions and establish development and governance standards.
Integration & security architecture advanced experience with Rest APIs, SOAP, IntegrationHub, Mid-servers, SSO, RBAC, identity management, and enterprise integration patterns to build secure, reliable, and supportable integrations across business platforms.
Compliance, risk & technical governance ability to architect solutions that align with cybersecurity and regulatory requirements such as NERC CIP, SOX, and audit controls while evaluating designs for security, compliance, scalability, performance, operational support, and long-term sustainability.
The expected starting pay range for this role is $112,000.00 - $139,000.00 USD. This range is an estimate and base pay may be above or below the ranges based on several factors including but not limited to location, work experience, certifications, and education. In addition to base pay, Pattern’s compensation program includes a bonus structure for full-time employees of all levels. We also provide a comprehensive benefits package which includes medical, dental, vision, short and long-term disability, life insurance, voluntary benefits, family care benefits, employee assistance program, paid time off and bonding leave, paid holidays, 401(k)/RRSP retirement savings plan with employer contribution, and employee referral bonuses.
Pattern Energy Group is an Equal Opportunity Employer.
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