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ServiceNow seeks a Technical Architect for the Engage Central Platform, a unified customer engagement system serving Expert Services and Partner consultants globally. This is a hands-on technical leadership role that bridges business requirements and scalable platform architecture.
In this position, you will own the end-to-end technical strategy for Engage Central, designing multi-tenant ServiceNow solutions that integrate AI capabilities while maintaining enterprise standards. You'll translate complex business needs into maintainable technical designs, manage platform performance and scalability, and ensure architectural integrity across the full delivery lifecycle.
Key responsibilities include:
**Solution Architecture & Technical Design**: Design scalable ServiceNow solutions following best practices; architect single-instance, multi-tenant infrastructure with proper data isolation and access control; develop technical design documents and specifications; recommend ServiceNow features, customizations, or third-party integrations; collaborate with Business Analysts on requirements and constraints.
**Platform Development & Implementation**: Deploy ServiceNow applications across CSM, SPM, ITSM, and other suites; design custom apps beyond out-of-the-box capabilities; architect integrations with external systems via REST APIs, MID Servers, and Integration Hub; manage platform performance, scalability, and technical debt; oversee upgrades and releases; partner with AI Delivery Solutions team on new AI product launches; track ServiceNow's AI/GenAI advancements.
**Development Team Leadership & Quality Assurance**: Guide scrum teams on architectural choices and code reviews; assist with user stories and acceptance criteria; establish technical standards and guidelines; provide technical troubleshooting support.
**Platform Governance & Enterprise Collaboration**: Ensure compliance with ServiceNow IT standards and security requirements; collaborate with Data Privacy and Legal on GDPR, CCPA, and regulatory compliance; coordinate with Core Business Systems for data exchange; align with Global PMO on governance and methodology; participate in architecture reviews; communicate technical concepts to executives using business language; provide feasibility and effort estimates for roadmap features.
**Platform Operations & Continuous Improvement**: Establish performance metrics to detect and resolve bottlenecks; maintain comprehensive documentation including architecture diagrams, runbooks, and disaster recovery plans.
Travel up to 25% annually for stakeholder engagement and platform support.
**Requirements**
Required Experience & Skills:
- 6–10+ years of ServiceNow platform experience, including development, administration, and architecture
- Extensive knowledge of ServiceNow products such as CSM, SPM, ITSM, ITOM, or similar enterprise workflows
- Expertise in building custom ServiceNow apps with advanced data models, rules, workflows, UI, and API integration
- Strong coding skills in JavaScript, AngularJS, Jelly, REST/SOAP APIs, Integration Hub, UI Builder, performance and platform analytics
- Experience optimizing platform scalability and performance for high-availability architectures
- Knowledge of multi-tenant architecture, data isolation, access control, domain separation, and security best practices
- Excellent ability to clearly communicate technical concepts to non-technical audiences
Preferred Qualifications:
- ServiceNow CTA certification
- ServiceNow CIS certifications in multiple areas (e.g., CSM, SPM, ITSM)
- ServiceNow CAD certification for advanced development
- Consulting or professional services experience; knowledge of delivery methodologies like NowCreate, Agile, SAFe
- Understanding of AI/GenAI integrations, API design for AI, and autonomous workflow platforms
- Leadership of scrum teams in Agile environments; expertise in sprint planning and iterative development
- Experience collaborating with external vendors, setting technical standards, and managing deliverables
- Familiarity with ServiceNow Partner ecosystem; platform design for internal/external users
- Knowledge of cloud infrastructure, containerization, CI/CD pipelines, and DevOps
- Prior experience implementing platforms that enforce methodology compliance (CMMI, ITIL, project management frameworks) through workflow automation
