Title:  Platform Architect: ServiceNow

Job Purpose

The ServiceNow Platform Architect is the technical design authority and trusted advisor responsible for defining, governing, and evolving the ServiceNow platform so that it remains scalable, secure, maintainable, and aligned to business outcomes. The role bridges business strategy, platform governance, architecture standards, and solution delivery across the Now Platform.  In practice, this role ensures the platform supports enterprise growth, remains aligned to best practice and out-of-the-box capability, minimizes unnecessary customization, and enables long-term transformation success.The ServiceNow Platform Architect is the technical design authority and trusted advisor responsible for defining, governing, and evolving the ServiceNow platform so that it remains scalable, secure, maintainable, and aligned to business outcomes. The role bridges business strategy, platform governance, architecture standards, and solution delivery across the Now Platform.  In practice, this role ensures the platform supports enterprise growth, remains aligned to best practice and out-of-the-box capability, minimizes unnecessary customization, and enables long-term transformation success.

Job Responsibilities

The ServiceNow Platform Architect is accountable for the end-to-end architecture of the ServiceNow platform, including solution design, technical standards, governance, integration patterns, data model alignment, performance, upgrade readiness, and roadmap alignment.  The role works closely with platform owners, enterprise architects, product owners, process owners, business stakeholders, developers, administrators, integration teams, and partners to ensure that ServiceNow solutions are fit for purpose and sustainable at scale.

Platform Strategy and Architecture

• Define and maintain the target architecture for the ServiceNow platform across modules, workflows, integrations, data, and environments.
• Translate business goals into a platform roadmap and solution architecture that supports both immediate needs and future growth
• Ensure architectural decisions align with ServiceNow best practices and the organization’s enterprise architecture principles.
• Guide the organization toward using out-of-the-box capabilities over custom development wherever feasible to reduce technical debt and simplify upgrades

Solution Design Authority

• Own the high-level and detailed design of complex ServiceNow solutions across products such as ITSM, ITOM, HRSD, WSD, LSD, CMDB, and custom applications, including third party integrations.
• Review and approve solution designs, technical specifications, and implementation approaches before build.
• Lead architecture and design authority forums to ensure consistency, technical quality, and adherence to standards.
• Identify design risks, dependencies, and technical constraints early, and recommend mitigation actions.

Governance, Standards, and Control

• Establish and enforce platform standards, patterns, guardrails, and design principles for developers, administrators, and implementation teams.
• Define and maintain governance processes covering demand intake, design review, release control, technical debt management, and platform lifecycle management.
• Ensure solutions comply with security, data, audit, and risk management requirements.
• Act as the escalation point for architecture exceptions, design conflicts, and strategic technical decisions.

Integration and Data Architecture

• Define integration patterns between ServiceNow and surrounding enterprise platforms such as identity, monitoring, ERP, CRM, collaboration, cloud, and automation tooling.
• Ensure the data model, CMDB structure, and service model support reporting, automation, and enterprise process outcomes
• Provide architectural direction on API usage, middleware, event-driven integration, data quality, and master data dependencies in the context of ServiceNow platform

Job Responsibilities Continue

Delivery Oversight

• Work with product owners and delivery teams to ensure solutions are technically feasible, supportable, and scalable before development begins.
• Mentor developers and technical leads on ServiceNow design patterns, scripting approaches, and implementation best practices.
• Review build quality, technical deliverables, update sets / application deployment methods, and release readiness
• Support complex implementations, remediation initiatives, platform consolidations, and strategic transformation programme

Performance, Resilience, and Lifecycle Management

• Oversee platform health with a focus on performance, maintainability, scalability, and reliability.
• Ensure architecture is designed for upgradeability, release management discipline, and sustainable operations.
• Evaluate new ServiceNow capabilities and innovations, and guide adoption where they create measurable business value.
• Lead technical input into upgrade planning, platform modernization, rationalization of customizations, and technical debt reduction.
• Assist with and apply troubleshooting to resolve issues
• Seek opportunities to improve business processes, models and systems though agile thinking.

Stakeholder Engagement

• Act as the primary architecture interface between business stakeholders, process owners, technical teams, vendors, and ServiceNow partners.
• Facilitate workshops to shape business requirements into implementable platform capabilities.
• Provide strategic advice to leadership on platform investments, risks, design trade-offs, and roadmap sequencing.
• Provide coaching, mentoring and upskilling of others within area of expertise.

Essential Qualifications - NQF Level

Preferred Qualification

• BSC degree or equivalent

Essential Certifications

• ServiceNow Certified System Administrator (CSA) – foundational certification for the Now Platform and a common starting point across ServiceNow credential paths.
• At least one ServiceNow Certified Implementation Specialist (CIS) relevant to the enterprise scope, for example:
  
  • CIS_ITSM
  • CIS_HRSD / Other product-aligned specialist certification depending on module

Minimum Experience Level

• Min 8 years IT Experience with 5 years in relevant technologies or domains.
• Significant hands-on experience on the ServiceNow platform in architecture, lead developer, technical lead, or platform owner roles.
• Experience designing enterprise-scale ServiceNow implementations with multiple integrations and multiple workstreams.
• Experience in regulated, complex, or large-scale environments where governance, risk, and maintainability are critical.
• Experience in architecture governance, release oversight, and supporting upgrades / modernization.

Technical / Professional Competencies

• Enterprise and solution architecture thinking, including the ability to balance business needs, technical constraints, risk, cost, and maintainability.
• Strong design authority capability: ability to assess solution options, challenge poor design, and set technical direction with confidence.
• Ability to define standards, reusable patterns, design principles, and operating guardrails for a platform team.
• Strong understanding of service management and workflow process design, especially where ServiceNow supports enterprise operating models.
• Ability to translate business strategy and operating requirements into platform capabilities and delivery priorities.
• Good working knowledge of ITIL / service management principles and how they influence platform design decisions.
• Deep knowledge of the Now Platform architecture, core platform capabilities, configuration model, extensibility, and development lifecycle
• Strong understanding of ServiceNow application design, integration architecture, security model, and data structures.
• Ability to architect across multiple domains such as ITSM, ITOM, CMDB, Discovery, HRSD, WSD, LSD, or custom workflow applications depending on enterprise scope.
• Competence in scripting, automation logic, integration patterns, APIs, and technical solution design—even if not acting as the hands-on developer.
• Strong understanding of platform governance, release management, upgrade planning, and architectural quality control.

Behavioural Competencies

• Strategic thinker with strong judgment and long-term platform mindset.
• Structured problem solver with strong risk-awareness and governance discipline.
• Collaborative but able to challenge constructively and hold architectural boundaries.
• Strong ownership mentality and commitment to quality, maintainability, and business outcomes.
• Decision Making
• Stress Tolerance
• Emotional Intelligence Essentials
• Resolving Conflict