ServiceNow Architect

We are seeking a ServiceNow Architect with 10 years of hands-on experience building, configuring, and optimizing enterprise ServiceNow solutions across ITSM, HRSD, and SPM. This role will be a core technical contributor on high-priority ServiceNow implementations and platform modernization engagements across our client portfolio. The ideal candidate is a detail-oriented, delivery-focused developer who can independently own complex development workstreams, mentor junior developers, and collaborate closely with architects and project leads to bring scalable ServiceNow solutions to life. 

Responsibilities

Development & Configuration 

• Design, build, and configure ServiceNow applications and modules across ITSM, HRSD, and SPM, including workflows, service catalog items, business rules, client scripts, UI policies, and script includes. 

• Develop and maintain Flow Designer automations, IntegrationHub spokes, and custom REST/SOAP integrations with third-party enterprise systems. 

• Build and optimize Service Portal pages, widgets, and UI components to deliver intuitive self-service experiences. 

• Implement and maintain Virtual Agent (VA) conversations and Natural Language Understanding (NLU) models for automated service delivery. 

• Write clean, efficient, and well-documented server-side and client-side JavaScript following platform scripting best practices. 

Platform Engineering & Quality 

• Manage update sets, scoped application development, and deployment across development, test, and production ServiceNow instances. 

• Perform code reviews and enforce development standards, ensuring adherence to ServiceNow best practices and client governance frameworks. 

• Design and execute unit, integration, and regression test plans; resolve defects and performance bottlenecks identified during testing cycles. 

• Monitor platform health, identify technical debt, and proactively recommend improvements to workflows, configurations, and integrations. 

• Support ATF (Automated Test Framework) setup and maintenance to ensure continuous quality across releases. 

Integration & Data Management 

• Develop and maintain integrations between ServiceNow and HR systems (Workday, SAP SuccessFactors), ITSM tooling, LDAP/AD, and enterprise middleware. 

• Build and maintain import sets, transform maps, and data source configurations for bulk data migrations and ongoing data synchronization. 

• Configure and manage CMDB population strategies, including Service Graph Connectors and Discovery integrations. 

• Implement data validation, error handling, and logging frameworks within integration pipelines to ensure reliability and traceability. 

Collaboration & Delivery 

• Work closely with the ServiceNow Architect to translate solution designs and technical specifications into production-ready implementations. 

• Participate in Agile ceremonies—sprint planning, stand-ups, retrospectives—and contribute to accurate effort estimation and sprint commitments. 

• Mentor junior and mid-level developers through code reviews, pair programming, and knowledge-sharing sessions. 

• Liaise with client technical teams and business stakeholders to clarify requirements, demonstrate functionality, and gather feedback during UAT. 

• Contribute to technical documentation including design specs, integration runbooks, and developer onboarding guides. 

Qualifications

• Bachelor's degree in Computer Science, Information Systems, Engineering, or equivalent practical experience. 

• 10 years of hands-on ServiceNow development experience, with a strong delivery track record across multiple full-lifecycle implementations. 

• Deep proficiency in ServiceNow scripting: Business Rules, Client Scripts, Script Includes, UI Actions, UI Policies, and Scheduled Jobs. 

• Proven experience developing with Flow Designer, IntegrationHub, and scripted REST/SOAP APIs for enterprise system integrations. 

• Strong working knowledge of ITSM modules (Incident, Problem, Change, CMDB, Asset Management) and at least one of HRSD or SPM. 

• Experience with Service Portal development including custom widgets, Angular.js components, and CSS/SCSS styling. 

• Solid understanding of update set management, application scoping, and instance cloning strategies in multi-environment deployments. 

• Familiarity with ITIL v4 processes and how they map to ServiceNow platform capabilities. 

Preferred

• ServiceNow Certified System Administrator (CSA) and at least one Certified Application Developer (CAD) or Certified Implementation Specialist (CIS) certification. 

• Experience with ServiceNow Automated Test Framework (ATF) and performance analytics configuration. 

• Exposure to ServiceNow ITOM (Discovery, Event Management, Service Graph), SecOps, or GRC modules. 

• Familiarity with DevOps tooling and CI/CD pipelines integrated with ServiceNow (Git, Jenkins, ServiceNow DevOps). 

• Knowledge of JavaScript frameworks, REST API design, JSON, and XML for advanced customization and integration work. 

• Experience with Agile/SAFe delivery methodologies in consulting or agency environments.