ServiceNow Functional Architect

Overview

The ServiceNow Functional Architect defines the functional architecture, process design, capability roadmap, and value realization of the ServiceNow platform across a complex global enterprise, spanning ITSM, Security Operations, Asset Management, and Strategic Portfolio Management.

What you'll do

• 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.

What you'll need

• 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.

Nice to have

• 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.