ServiceNow Functional Architect

Title:

ServiceNow Functional Architect is responsible for defining the functional architecture, process design, capability roadmap, and value realization of the ServiceNow platform across a complex global enterprise. The role translates business and technology priorities into scalable, standardized, and supportable ServiceNow solutions spanning IT Service Management, Security Operations, Asset Management, and Strategic Portfolio Management.

The architect serves as a strategic partner to global business leaders, IT operations, cybersecurity, asset management, portfolio management, enterprise architecture, data teams, and implementation partners. The role leads requirements discovery, operating model design, cross-module integration, process harmonization, solution governance, and adoption while ensuring alignment with enterprise architecture, security, privacy, data, and regulatory requirements.

Automation and artificial intelligence are critical elements of this position. The successful candidate will identify, prioritize, and architect high-value opportunities using workflow automation, orchestration, virtual agents, predictive intelligence, generative AI, AI agents, and decision support. The role will establish guardrails for responsible AI, measurable value, human oversight, data quality, and sustainable operational ownership.

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Responsibilities:

• Define and maintain the functional architecture, capability roadmap, and governance framework for the ServiceNow platform.
• Lead requirements gathering, process design, capability mapping, fit-gap assessments, and solution architecture activities across ServiceNow modules.
• Architect and optimize solutions across IT Service Management (ITSM), Security Operations, Asset Management (HAM/SAM), and Strategic Portfolio Management (SPM).
• Design scalable enterprise workflows, service models, and operating processes that align with business objectives and platform best practices.
• Identify and deliver automation, orchestration, and AI-enabled solutions using Virtual Agents, Predictive Intelligence, Generative AI, and intelligent workflows.
• Establish architecture standards, process frameworks, governance controls, and design patterns to ensure secure, scalable, and maintainable solutions.
• Partner with technical architects, developers, and integration teams to deliver solutions aligned with enterprise architecture, security, privacy, and compliance requirements.
• Provide architecture oversight for platform upgrades, enhancements, integrations, digital transformation initiatives, and complex enterprise programs.
• Design and govern CMDB, Common Service Data Model (CSDM), service mapping, and data management practices across the platform.
• Collaborate with Cybersecurity teams to support Vulnerability Management, platform security, API governance, and risk-management initiatives.
• Lead ServiceNow Asset Management strategies, including Hardware Asset Management (HAM) and Software Asset Management Professional (SAMP) capabilities.
• Support Strategic Portfolio Management (SPM) processes, including demand management, project governance, application portfolio management, and Agile delivery.
• Facilitate architecture reviews, stakeholder workshops, and governance forums to drive platform standardization and business alignment.
• Develop platform adoption metrics, executive dashboards, and value-realization reporting to measure business outcomes and continuous improvement.
• Mentor business analysts, product owners, administrators, and delivery teams on ServiceNow best practices, automation, AI adoption, and platform governance.

Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related discipline.
• 8+ years of experience in enterprise technology, platform consulting, service management, business process design, or functional architecture.
• 5+ years of hands-on ServiceNow functional architecture or solution design experience in large enterprise environments.
• Demonstrated experience architecting solutions across ITSM and at least two of the following areas: Security Operations, IT Asset Management, or Strategic Portfolio Management.
• Strong knowledge of ServiceNow ITSM capabilities including Incident, Request, Change, Problem, Knowledge, Service Catalog, CMDB, and Service Operations Workspace.
• Experience designing enterprise workflows, governance processes, operating models, integrations, and service management solutions.
• Strong understanding of workflow automation, AI-enabled service management, Virtual Agents, Predictive Intelligence, and Generative AI capabilities.
• Experience with CMDB, Common Service Data Model (CSDM), Service Mapping, and enterprise data governance practices.
• Strong knowledge of ITIL, Agile delivery methodologies, enterprise architecture principles, and platform governance.
• Excellent communication, stakeholder management, facilitation, leadership, and problem-solving skills.

Preferred Qualifications:

• ServiceNow Certified System Administrator (CSA).
• ServiceNow Certified Implementation Specialist (CIS) in ITSM, ITAM, SPM, Vulnerability Response, or related modules.
• ServiceNow Certified Application Developer (CAD), Certified Technical Architect (CTA), or Certified Master Architect (CMA).
• ITIL 4 Foundation or higher certification.
• Experience with Hardware Asset Management (HAM), Software Asset Management Professional (SAMP), Strategic Portfolio Management (SPM), Security Operations, and Vulnerability Management.
• Experience implementing enterprise automation strategies, AI governance frameworks, and intelligent workflow solutions.
• Experience supporting large-scale digital transformation, platform modernization, mergers and acquisitions, or global ServiceNow deployments.
• Experience working within global engineering, technology, consulting, professional services, or multi-vendor environments.

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