Direct: Operations Manager – IDT India
Dotted: Modern Workplace & Customer Experience Manager
Division: Industrial and Digital Technologies

Position Summary:
The ServiceNow Platform Architect is responsible for the overall technical architecture, design, and strategic evolution of the ServiceNow platform. This role provides technical leadership across all ServiceNow modules, establishes platform standards and governance, and acts as the primary escalation point for complex development, integrations, and architectural decisions.

The architect ensures the platform remains scalable, secure, well-governed, and aligned with business priorities, while mentoring and guiding ServiceNow developers and administrators.

Primary Responsibilities:

• Own the overall technical architecture and design of the ServiceNow platform, ensuring reliability, scalability, performance, and alignment with enterprise standards across core and advanced modules including ITSM, CMDB, ITOM, ITAM, SPM, and Risk.
• Act as the technical authority and escalation point for complex platform issues and architectural decisions.
• Design and govern enterprise-grade solutions including custom applications, workflows, automation, and integrations aligned with long-term maintainability.
• Define, document, and enforce platform engineering standards including development practices, data models, CMDB design, integration patterns, and release governance.
• Own CMDB architecture and data integrity, including Discovery and Service Mapping strategy to ensure accurate service visibility.
• Architect and oversee Software Asset Management (SAM) and Hardware Asset Management (HAM) capabilities, ensuring lifecycle accuracy and audit readiness.
• Lead the adoption of platform innovations including ServiceNow AI capabilities such as Now Assist in a controlled and value-driven manner.
• Partner with IT and business stakeholders to translate business outcomes into scalable platform solutions.
• Define and evolve the ServiceNow platform roadmap, providing recommendations to IT leadership on capability uplift and technical debt management.
• Ensure compliance with governance, security, and regulatory requirements in collaboration with security and audit teams.
• Provide technical leadership and mentoring to ServiceNow developers and administrators, strengthening internal platform capability.

Experience & Qualifications (Mandatory):

• 7+ years of progressive experience working with the ServiceNow platform, including platform design and architectural leadership in enterprise environments.
• Proven experience architecting end-to-end ServiceNow solutions across ITSM, CMDB, and Knowledge modules.
• Strong expertise in CMDB architecture, Discovery, Service Mapping, data modelling, and configuration data governance.
• Experience overseeing IT Asset Management including SAM and HAM capabilities.
• Advanced development expertise including JavaScript, Script Includes, Business Rules, Flow Designer, UI Policies, UI Actions, and performance-optimized design patterns.
• Extensive experience designing and governing integrations using REST/SOAP APIs, MID Server architecture, authentication models, and error-handling patterns.
• Experience implementing ServiceNow AI and automation capabilities such as Now Assist with a focus on value realization and risk control.
• Strong stakeholder management and ability to advise senior leadership on architectural trade-offs and recommendations.
• ServiceNow Certified System Administrator (CSA) – Mandatory.
• ServiceNow Certified Application Developer (CAD) and/or ITSM, ITOM, or Architect-level certifications – Highly desirable.

Key Technical Skills:

• Deep technical expertise across ServiceNow modules including ITOM, ITAM, CMDB, and SecOps.
• Strong understanding of ITIL and service management principles.
• Ability to define and enforce platform standards including development practices, data models, integration frameworks, and governance controls.
• Experience working in agile environments supporting DevOps practices while maintaining platform integrity.
• Strong analytical and problem-solving abilities to diagnose systemic platform issues and implement sustainable solutions.
• Demonstrated leadership capability including mentoring developers and reducing vendor dependency.
• Excellent communication and stakeholder engagement skills at both operational and leadership levels.

Company Values:
As a Visy employee, commitment to organizational values and continuous improvement is expected to support long-term success.