Principal ServiceNow Solution Architect

Job Purpose

Job Description

Key Expectations

• Strive for operational excellence and process automation
• Promote collaboration, transparency, and accountability in delivery
• Uphold security, compliance, and quality as non-negotiable principles
• Be a role model in driving modern engineering practices
• Live the Bespin values and create a vibrant workplace culture

Additional Responsibilities

• Enterprise alignment: define the role of ServiceNow in the target architecture; map capabilities, processes, and data domains; maintain current and target state diagrams and ADRs.
• Integration reference architecture: author and maintain patterns (synchronous APIs, asynchronous messaging, event streaming, batch/file), antipatterns, and guardrails for reuse and upgradeability.
• Integration design & delivery: lead integrations using REST/SOAP, Integration Hub spokes/custom actions, MID Server, webhooks, and message brokers/streams (e.g., Kafka, Azure Service Bus); specify contracts, schemas, idempotency, retries/backoff, dead letter handling, and correlation IDs.
• API & event governance: partner with API platform teams (e.g. Apigee, MuleSoft, Amazon API Gateway, Azure API Management, Kong) to enforce versioning, SLAs, security policies, and deprecation lifecycle; curate an interface catalog and event taxonomy.
• Data & CSDM: drive CSDM adoption, service modeling, reconciliation/identification rules, and alignment with master data and data quality standards; document lineage and residency/privacy constraints (PII/PHI).
• Security: design RBAC/ACL models, encryption, secrets management, SCIM provisioning, and auditability; integrate with SIEM/SOAR and follow zero trust principles.
• Performance & resilience: engineer NFRs (availability, latency, throughput), capacity plans, and resilience patterns (bulkheads, circuit breakers, timeouts, caching); conduct performance reviews and tuning.
• SDLC/DevOps: establish Git based source control and CI/CD pipelines (e.g., Azure DevOps/GitHub/GitLab), promote via Update Sets/App Repo, enforce quality gates, and implement ATF coverage including contract and synthetic tests for integrations.
• Observability: implement structured logging/metrics, distributed tracing where applicable, and health/usage dashboards; integrate with enterprise APM/monitoring tools for proactive detection (MTTD) and rapid recovery (MTTR).
• Experience layer: guide Next Experience/UI Builder and Service Portal architecture (catalog, producers, Virtual Agent, AI Search/Now Assist) ensuring accessibility and performance.
• Governance & cost: run or contribute to an Architecture Review Board/CoE, publish platform standards, evaluate Store apps/spokes for risk and value, manage entitlements/licensing, and optimize TCO.
• Risk, DR, and compliance: define DR/RPO/RTO, backup/restore testing, change risk controls, and audit readiness; ensure alignment with sector frameworks where relevant.
• Stakeholder leadership: coach developers/admins, review designs and code, and communicate architecture decisions to executives and peer architects.

Education

• Bachelor’s degree in computer science, Information Systems, Electrical Engineering, or any related field, MBA graduate degree is a plus.

Working Experience

• 10+ years designing enterprise platforms/solutions; 6+ years hands on ServiceNow across multiple modules; lead/architect on 3+ end to end implementations.

Professional Certifications

• ServiceNow CSA — required.
• CAD and at least one CIS (ITSM/ITOM/CSM/HRSD/SPM/SecOps/IRM) — strongly preferred.
• CMA or equivalent architect level credential — plus.
• ITIL v4; TOGAF or comparable enterprise architecture framework — plus.
• Vendor integration credentials (e.g., MuleSoft, Boomi, Apigee, Azure, AWS) plus

Knowledge

• Deep experience with ITSM/ITOM. Additional experience in any of CSM, ITBM, SecOps or, App Engine would be a great plus
• Proven ownership of CSDM adoption and CMDB strategy including Discovery and Service Mapping at scale.
• Strong integration background with API gateways and/or iPaaS/ESB (e.g., Apigee, MuleSoft, Azure API Management, Kong, Boomi, AWS API Gateway) and messaging/streaming (Kafka, Service Bus, Event Bridge, JMS).
• Security expertise: OAuth2/OIDC/SAML, mTLS, secrets management, ACL/RBAC, domain separation, audit and data retention; familiarity with ISO 27001/SOC 2 and sectoral needs (HIPAA, PCI) as applicable.
• JavaScript/Glide proficiency (server/client), Script Includes, Business Rules, Flow Designer; performance tuning and antipattern avoidance.
• SDLC/DevOps on ServiceNow: Git based workflows, Application Repository, CI/CD pipelines, and meaningful ATF coverage; experience with contract testing/consumer driven tests for integrations.
• Nonfunctional requirements: availability, latency, capacity, disaster recovery; demonstrated delivery of resilient, scalable designs.
• Clear, concise architecture documentation and strong stakeholder communication skills.