The Architect, Service Management Platform is the enterprise owner and senior technical authority for the company’s Service Management platform (including, but not limited to, Service-Now). Reporting to the VP of Infrastructure, this role is responsible for platform architecture, governance, enterprise integrations, and the leadership of the Service Management development team. 

This leader will define and execute the long-term vision for building a strategic enterprise workflow and automation platform, ensuring scalability, security, reliability, and alignment with business priorities across all environments (Dev, QA, Prod). 

Responsibilities

Platform Architecture & Strategy 

• Own the overall architecture, roadmap, and lifecycle management of the Service Management platform. 

• Establish architectural standards, design principles, and development best practices. 

• Ensure platform scalability, maintainability, performance, and long-term sustainability. 

• Evaluate new modules and capabilities aligned to enterprise strategy. 

• Serve as the final authority on platform design decisions and technical direction. 

Enterprise Integrations & Automation 

• Define and lead integration strategy between Service Management Platform and enterprise systems, including HR platforms, financial systems, identity tools, and other core business applications. 

• Architect API-driven and event-based integrations ensuring reliability and data integrity. 

• Design and oversee end-to-end process automation and workflow orchestration. 

• Drive automation initiatives to reduce manual processes and improve operational efficiency. 

• Leverage collaboration platforms such as Slack as workflow interfaces for approvals, notifications, and operational interactions (strongly preferred experience). 

Development Team Leadership 

• Lead, mentor, and manage a team of developers and administrators. 

• Oversee backlog prioritization, sprint planning, and delivery execution. 

• Ensure adherence to architectural standards and quality controls. 

• Establish documentation, testing, and release management discipline across Dev, QA, and Production environments. 

• Support talent development and capability building within the team. 

CMDB & Change Management Governance 

• Design and govern a robust CMDB framework with clear ownership and lifecycle standards. 

• Ensure data accuracy, alignment with infrastructure systems, and ongoing data stewardship. 

• Establish and mature change management processes and workflows. 

• Support audit readiness and compliance requirements. 

Platform Operations & Governance 

• Ensure stable day-to-day platform operations and performance optimization. 

• Oversee upgrades, patches, instance strategy, and technical debt management. 

• Establish role-based access controls and security governance standards. 

• Define KPIs and performance metrics to measure platform effectiveness and value realization. 

• Manage vendor relationship and licensing strategy. 

Stakeholder & Executive Engagement 

• Serve as the company’s top SME for Service-Now and other Service Management Platforms and trusted advisor to senior leadership. 

• Partner with Infrastructure, Security, HR, Finance, and other business leaders to translate needs into scalable platform solutions. 

• Provide executive reporting on roadmap progress, integration strategy, and platform health. 

• Promote enterprise adoption, standardization, and process maturity.