ServiceNow Platform Owner & Chief Architect

About the role

The ServiceNow Platform Owner and Chief Architect is the single accountable leader for the technical strategy, architecture, engineering standards, platform lifecycle, security, performance, integrations and technical execution of the enterprise ServiceNow platform. The role combines executive-level platform ownership with hands-on architectural leadership, defining the long-term platform vision, governing technical decisions and leading modernization. It partners with process owners (ITSM, CMDB, SAM/HAM, SecOps, HRSD, Knowledge, Service Catalog, Digital Workplace) to turn their priorities into scalable, secure and supportable ServiceNow solutions.

Key responsibilities

• Own the platform roadmap, multi-year modernization plan and quarterly roadmap, aligned through a monthly governance forum with ITSM, CMDB, SAM/HAM, SecOps, HRSD, infrastructure, security and business stakeholders.
• Act as chief architect: set architectural standards, development principles, reusable patterns, governance models and decision frameworks.
• Lead the technical enablement of AI, automation, Virtual Agent and digital workflow capabilities.
• Govern upgrades, releases, patching, testing, deployment controls, release quality and platform security and compliance.
• Define integration architecture with enterprise systems, cloud platforms, identity solutions, HR systems, ERP and third-party apps.
• Set development standards, code review, design reviews, quality gates and exception management; lead technical debt reduction and customization rationalization.
• Evaluate major design decisions, customizations and integrations; manage the platform backlog, release calendar, capacity and dependencies.
• Manage licensing inputs, platform investments, vendor and partner relationships and define platform KPIs.
• Serve as escalation point for major platform issues, critical risks and strategic architectural decisions.
• Lead the engineering, administration, support, architecture and development organizations, set operating rhythms, decision ownership and quality controls, and build technical talent pipelines.

Required profile

• 10+ years of ServiceNow experience with progressive responsibilities across architecture, engineering and platform leadership.
• 5+ years managing large ServiceNow technical organizations.
• Deep expertise across ITSM, ITOM, CMDB, asset management, HRSD and SecOps, with enterprise-scale architecture and integration experience.
• Experience leading platform transformation, modernization and large-scale implementations.
• Experience leading global, distributed technical teams and strong executive communication skills.
• ServiceNow Certified Technical Architect (CTA) preferred.

Required skills

• ServiceNow architecture, workflows, scripting, APIs and integration frameworks.
• Preferred: CSA, multiple CIS certifications, ITIL v4, cloud platforms and AI, automation and virtual agent implementation.

What we offer

• Comprehensive benefits package.
• Professional growth and development opportunities.
• Supportive, inclusive work environment and commitment to work-life balance.