Job Description

Roles & Responsibilities

Enterprise Architecture Leadership
- Define and maintain enterprise architecture standards, principles, and roadmaps aligned with business and digital transformation objectives.
- Lead architecture governance forums, ensuring alignment across platforms, services, and vendors.
- Ensure ServiceNow architecture fits coherently within the broader enterprise and digital ecosystem.
- ServiceNow Platform Architecture (Core Focus)
- Act as the architectural authority for ServiceNow, covering platform design, scalability, security, data model, and extensibility.
- Architect and govern large-scale ServiceNow implementations across ITSM, ITOM, ITAM, CMDB, CSM, HRSD, and custom workflows.
- Define ServiceNow reference architectures, integration patterns, and reusability standards.
- Provide technical oversight and direction to ServiceNow delivery, development, and managed service teams.
- Ensure best-practice use of ServiceNow capabilities rather than custom-heavy approaches.
- Managed Services & Platform Operations
- Architect and govern ServiceNow-based managed services models, including support, enhancements, and continuous improvement.
- Oversee service transition, transformation, and steady-state operations.
- Define and monitor SLAs, KPIs, operational metrics, and platform health indicators.
- Drive cost optimization, automation, and platform efficiency initiatives.
ITSM & IT Asset Management
- Design ITSM and ITAM architectures aligned with ITIL and ServiceNow best practices.
- Ensure CMDB integrity, asset lifecycle governance, compliance, and reporting.
- Enable service performance visibility, automation, and experience improvement.
- Integration, Data & AI (Complementary Skills)
- Define integration architectures between ServiceNow and enterprise platforms (ERP, IAM, cloud, data platforms, CRM).
- Guide data architecture decisions related to ServiceNow reporting, analytics, and data exchange.
- Evaluate AI-driven capabilities (virtual agents, predictive intelligence, workflow automation) within ServiceNow and the wider ecosystem.
- Stakeholder & Leadership Engagement
- Engage senior business, IT, and vendor stakeholders as a trusted architectural advisor.
- Present architectural options, trade-offs, and recommendations at executive level.
- Balance strategic vision with pragmatic delivery realities.
Continuous Improvement
- Stay current on ServiceNow roadmap, releases, and emerging enterprise architecture practices.
- Drive innovation, platform evolution, and architectural maturity.

Desired Candidate Profile

Bachelors or masters degree in computer science, Information Technology, or related field.
10+ years of enterprise architecture experience, with deep, hands-on ServiceNow platform expertise.
Demonstrated experience architecting complex, multi-module ServiceNow environments at enterprise scale.
Strong understanding of ServiceNow data model, CMDB, integrations, security, and extensibility.
Proven experience designing and governing managed services operating models.
Broad enterprise skills across architecture governance, integration, ITSM, and platform strategy.
ServiceNow certifications (CSA, CIS, or equivalent) are highly desirable.
ITIL certification preferred.
Excellent stakeholder management, communication, and leadership skills.

ENTERPRISE ARCHITECT (SERVICENOW AND MANAGED SERVICES) DUNCAN AND ROSS MANAGEMENT CONSULTANCIES