What are the responsibilities and job description for the ServiceNow Architect position at KeenStack?

Job Description

KeenStack is a forward-thinking and innovative organization focused on delivering world-class IT service management solutions. We are seeking an experienced and dynamic ServiceNow Architect to lead the design and implementation of scalable, high-performance ServiceNow solutions for our enterprise clients. If you have a passion for shaping the future of IT service management and want to work in an environment that fosters creativity and professional growth, we would love to hear from you!

As a ServiceNow Architect, you will play a key role in designing and guiding the implementation of complex ServiceNow solutions across multiple platforms and modules. You will leverage your deep knowledge of ServiceNow’s capabilities and best practices to architect robust solutions that drive business value, improve operational efficiency, and ensure alignment with client needs.

Key Responsibilities :

Solution Architecture : Lead the design and implementation of end-to-end ServiceNow solutions, including ITSM, ITOM, ITBM, ITAM, HRSD, and other ServiceNow applications.
Strategic Planning : Collaborate with business stakeholders, project managers, and technical teams to define the architectural vision and roadmap for ServiceNow implementations.
Customization & Configuration : Oversee the customization and configuration of ServiceNow modules, ensuring best practices and scalability.
Integration Design : Architect integrations between ServiceNow and third-party systems (such as LDAP, Active Directory, SAP, and custom APIs), ensuring seamless data flow and system interoperability.
Leadership & Mentorship : Provide technical leadership and guidance to development teams, ensuring the adoption of best practices and consistent, high-quality coding standards.
Platform Optimization : Identify opportunities to optimize ServiceNow environments for performance, usability, and cost-efficiency, including reviewing data models, integrations, and workflows.
Governance & Security : Establish governance processes to ensure the integrity, security, and compliance of ServiceNow environments, including the proper management of data, access control, and system configurations.
Client Engagement : Act as a subject matter expert, providing advice and recommendations to clients on ServiceNow architecture, process automation, and platform capabilities.
Documentation : Produce comprehensive solution documentation, including architecture diagrams, workflows, and implementation guides.
Upgrades & Enhancements : Lead efforts for system upgrades, patching, and platform enhancements, ensuring minimal impact on operations and aligning with new ServiceNow releases and features.

Required Qualifications :

Experience : 5 years of hands-on experience designing and implementing ServiceNow solutions, with at least 3 years in a lead or architect role

Technical Skills :

Expertise in ServiceNow architecture, design, and configuration, including ITSM, ITOM, ITBM, HRSD, and CMDB

In-depth knowledge of ServiceNow platform capabilities, modules, and best practices

Proven ability to design and implement scalable ServiceNow solutions, including ITSM, ITOM, CMDB, and emerging modules, with deep knowledge of the Common Services Data Model (CSDM) for platform alignment

Extensive experience with ServiceNow integrations using REST, SOAP, OAuth2, JWT, and MID Server, ensuring seamless interoperability with external systems like AWS, Azure, Salesforce, or other enterprise platforms. Proficiency in ServiceNow scripting (JavaScript, Glide API, Business Rules, etc.)

Expertise in designing solutions to maintain platform integrity, optimize CMDB structure, and enforce best practices in performance, scalability, and usability

In-depth knowledge of ServiceNow update sets, version control, deployment processes, and platform governance frameworks to ensure optimal performance and compliance

Familiarity with advanced ServiceNow features such as Flow Designer, Virtual Agent, and Predictive Intelligence

Certifications : ServiceNow Certified Application Developer (CAD), ServiceNow Certified System Administrator (CSA), or ServiceNow Certified Technical Architect (CTA) preferred

ITIL Knowledge : Strong understanding and practical experience with ITIL frameworks, particularly Incident, Problem, Change Management, and Configuration Management, and the ability to map these processes to ServiceNow capabilities

Project Management : Experience with agile methodologies and managing large-scale ServiceNow implementations

Leadership & Communication : Strong leadership abilities with experience managing cross-functional teams, guiding developers, and liaising with stakeholders at all levels. Excellent written and verbal communication skills

Preferred Qualifications :

Experience with ServiceNow ITOM modules (Discovery, Orchestration, Event Management)

Familiarity with cloud technologies (AWS, Azure, etc.) and their integration with ServiceNow

Experience with DevOps and CI / CD pipelines for ServiceNow deployments

Knowledge of automation tools and frameworks to drive operational efficiencies

Company Description

KeenStack is redefining digital transformation, empowering organizations to innovate and thrive with ServiceNow. We simplify complexity, turning ServiceNow’s powerful capabilities into AI-driven solutions that streamline operations, elevate customer and employee experiences, and drive measurable results.

Company Description

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