Enterprise Architect – ServiceNow Platform

Description

Enterprise Architect – ServiceNow Platform

Position Overview

We are seeking an experienced Enterprise Architect – ServiceNow Platform to serve as the strategic owner of the enterprise ServiceNow ecosystem. This role will be responsible for defining platform architecture, governance, standards, and long-term roadmap while ensuring scalability, security, reliability, and continuous improvement across the organization.

The ideal candidate will lead architecture initiatives spanning ServiceNow ITSM, ITOM, ITAM, CMDB, Discovery, integrations, automation, and service management capabilities. The architect will partner with business and technology stakeholders to drive platform modernization, operational excellence, automation, and adoption of emerging technologies including AI-enabled workflows and service operations.

Key Objectives

• Drive operational efficiency through workflow automation, AI-assisted operations, and expanded self-service capabilities.
• Establish and maintain high-quality CMDB governance, accuracy, and discovery coverage.
• Improve IT Asset Management maturity, including hardware and software asset lifecycle management.
• Enhance operational visibility through integrated event management, service mapping, monitoring, and reporting.
• Define clear ownership models, governance structures, and operating procedures across the ServiceNow platform.
• Lead platform enhancements, upgrades, and new capability deployments with minimal business disruption.

Core Responsibilities

Enterprise Architecture & Governance

• Own the ServiceNow platform architecture strategy and multi-year roadmap.
• Define platform standards, architectural patterns, development guidelines, and governance processes.
• Lead architecture reviews and ensure compliance with enterprise architecture standards.
• Drive platform modernization initiatives and continuous improvement efforts.

IT Service Management (ITSM)

• Architect and optimize Incident, Problem, Change, Request, Knowledge, and Service Catalog processes.
• Establish SLA, OLA, and operational reporting frameworks.
• Drive workflow automation using Flow Designer and Integration Hub.
• Improve service delivery, operational efficiency, and user experience.

IT Operations Management (ITOM)

• Design and implement ITOM solutions including:
• Event Management
• Service Mapping
• Infrastructure Visibility
• Operational Monitoring
• Health and Alert Management
• Integrate enterprise monitoring and observability platforms to improve operational performance and reliability.

IT Asset Management (ITAM)

• Architect end-to-end hardware and software asset management processes.
• Design asset lifecycle workflows from procurement through retirement.
• Improve software license compliance and cost optimization initiatives.
• Implement governance and reporting for asset utilization and compliance.

CMDB & Discovery

• Define CMDB architecture, data models, governance policies, and lifecycle management processes.
• Establish discovery strategies, reconciliation rules, normalization standards, and data quality controls.
• Govern Configuration Item ownership, relationships, and service mapping alignment.
• Ensure accurate reporting and operational visibility across enterprise services.

Integration Architecture

• Design secure and scalable integrations between ServiceNow and enterprise applications.
• Lead integration initiatives leveraging:
• REST APIs
• SOAP Services
• Integration Hub
• MID Servers
• Event-Driven Architectures
• Integrate identity management, HR, cloud, monitoring, security, and business systems.

Security, Risk & Compliance

• Define security architecture including:
• Role-based access controls
• ACLs
• Audit logging
• Encryption controls
• Privacy and compliance requirements
• Collaborate with cybersecurity and audit teams to maintain governance and regulatory compliance.
• Support security operations, vulnerability management, incident response, and risk management processes.

Platform Operating Model

• Establish governance frameworks and ownership structures for:
• Platform Administration
• Process Management
• Data Stewardship
• CMDB
• Discovery
• ITAM
• Integrations
• Reporting
• Release Management
• Develop platform intake, prioritization, release planning, and change management processes.

Delivery Leadership

• Lead solution design reviews, technical governance, quality assurance, and development best practices.
• Oversee platform upgrades, feature activations, and modernization initiatives.
• Guide distributed development and support teams to ensure successful delivery.

Stakeholder Engagement

• Collaborate with Infrastructure, Cloud, Security, Operations, Product, and Business stakeholders.
• Translate business requirements into scalable platform solutions.
• Develop architectural standards, documentation, training materials, and governance processes.
• Provide executive-level reporting on platform strategy, roadmap, risks, and performance metrics.

Required Qualifications

Education

• Bachelor's degree in Computer Science, Information Systems, Engineering, or a related field.

Experience

• 7+ years of ServiceNow platform experience.
• 3+ years in a ServiceNow Architect, Lead Architect, or Principal Engineer capacity.
• Proven experience delivering enterprise ServiceNow initiatives across:
• ITSM
• ITOM
• ITAM
• CMDB
• Discovery
• Enterprise Integrations
• Experience creating governance models, standards, operating procedures, and platform roadmaps.

Technical Expertise

ServiceNow

• ITSM
• ITOM
• CMDB
• Discovery
• HAM
• SAM
• SecOps
• Flow Designer
• Integration Hub
• Scripted APIs
• ACLs and Security Controls

Integration Technologies

• REST APIs
• SOAP
• Event-Driven Architecture
• ETL Processes
• MID Server Architecture
• Hybrid Cloud Integrations

Cloud Platforms

• Microsoft Azure
• AWS (preferred)

Data & Reporting

• CMDB Governance
• Data Normalization
• Reconciliation Frameworks
• KPI Design
• Executive Dashboards
• Operational Reporting

Preferred Qualifications

Certifications

• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Application Developer (CAD)
• ServiceNow CIS Certifications (ITSM, Discovery, ITOM, HAM, SAM)
• ServiceNow Certified Technical Architect (CTA) or CTA Candidate
• ITIL Foundation or higher

Additional Experience

• Large-scale ServiceNow transformation programs
• Platform consolidation initiatives
• AI-assisted operations and workflow automation
• AIOps and Observability platforms
• Cost optimization and asset management programs
• Enterprise-scale service management environments

Key Skills

• ServiceNow Architecture
• Enterprise Architecture
• ITSM
• ITOM
• ITAM (HAM/SAM)
• CMDB & Discovery
• Service Mapping
• Integration Architecture
• REST & SOAP APIs
• Azure & Cloud Platforms
• AI & Automation
• Governance & Standards
• Security & Compliance
• Asset Management
• Workflow Automation
• Stakeholder Management
• Technical Leadership
• Digital Transformation
• Executive Communication
• Service Management Strategy

Why Join Matrix Global Services?

Join a growing team delivering innovative Microsoft solutions for global clients. You'll have the opportunity to work on enterprise-scale digital transformation initiatives, leverage the latest Microsoft technologies, and help organizations unlock the full potential of the Power Platform and AI-driven automation

🚀 Why Join Us?

You’ll work with a talented global team, contribute to meaningful technical initiatives, and help shape a high‑performing DevOps culture.

Matrix is a global, dynamic, and fast‑growing technology services and consulting company with over 17,000 employees worldwide. Founded in 2001, Matrix has grown through significant organic expansion and strategic acquisitions, executing some of the largest and most impactful technology projects in the market.

We specialize in the design, development, and implementation of advanced technologies, software solutions, and digital products. Our services include infrastructure and consulting, IT outsourcing and offshore delivery, training and assimilation programs, and acting as a trusted implementation and delivery partner for the world’s leading software vendors.

With deep expertise across both the private and public sectors—spanning Finance, Telecom, Healthcare, Hi‑Tech, Education, Defense, and Security—Matrix serves a strong customer base in Israel alongside a continuously expanding global client portfolio.

At Matrix, our people are at the heart of our success. We are a community of talented, creative, and dedicated professionals who are passionate about innovation and excellence. We actively attract, develop, and retain top talent, recognizing that every employee’s contribution is critical to our continued growth and future success.

Matrix’s success is built on a challenging and engaging work environment, competitive compensation and benefits, and meaningful career development opportunities. We foster a diverse, inclusive culture that encourages collaboration, continuous learning, and growth—together.

Join the winning team. Be challenged, grow your career, and enjoy the journey in a highly respected global organization.

To learn more, visit: www.matrix-ifs.com

Originally posted on Himalayas