Job description

Presidio, Where Teamwork and Innovation Shape the Future At Presidio, we're at the forefront of a global technology revolution, transforming industries through cutting-edge digital solutions and next-generation AI. We empower businesses - and their internal customers - to achieve more through innovation, automation, and intelligent insights. The Role ServiceNow Architects at Presidio provide architectural leadership for Presidio's Managed Services ServiceNow platform. This role reports to the Platform Strategy and Design Architect and works closely with the ServiceNow Platform team to continuously maintain, simplify, and scale a complex, highly integrated environment as the business evolves. The architect is responsible for ensuring the platform remains sustainable, supportable, and aligned to long-term business needs, including modules and capabilities that support a Managed Services environment. The role establishes technical direction, supports platform governance, oversees new and future integrations, and helps determine when business requirements should be implemented in ServiceNow and when another solution is more appropriate. Travel Requirements: This is role will be remotely based in the Continental US with associated travel of 5%. Responsibilities include: • Own and maintain the target architecture, technical standards, design principles, and architectural roadmap for the ServiceNow platform within a Managed Services Provider environment. • Provide architectural leadership for domain separation, including data isolation, visibility, configuration, security, reporting, integrations, and cross-domain platform behavior. • Guide the transformation of a highly customized environment toward maintainable, scalable, and upgrade-friendly out-of-the-box capabilities. • Evaluate existing customizations and technical debt, recommend disposition plans, and prioritize remediation based on risk, value, supportability, and platform strategy. • Lead solution architecture for ITOM Discovery, Event Management, ITSM Pro, Customer Success Management, Project Portfolio Management, Customer Service Management, and future approved capabilities. • Partner with the Platform Strategy and Design Architect to translate business strategy and service objectives into platform architecture and implementation roadmaps. • Work closely with the ServiceNow Platform team, developers, administrators, process owners, Service Delivery leaders, security teams, and integration owners. • Help establish and operate platform governance, including architecture review, technical design approval, development standards, release readiness, and exception management. • Assess requests to determine whether ServiceNow is the appropriate solution and recommend alternative approaches when requirements do not align with platform strategy or capabilities. • Define reusable patterns and guardrails for configuration, development, integrations, automation, reporting, portals, data management, and domain-separated solutions. • Provide day-to-day technical guidance to ServiceNow developers, including design reviews, code reviews, troubleshooting support, development patterns, and mentoring. • Participate in hands-on development, prototyping, complex configuration, defect resolution, and technical validation when needed. • Ensure solutions follow secure development practices, least-privilege access principles, data protection requirements, and appropriate separation of customer data. • Design and govern integrations with monitoring, observability, customer, identity, collaboration, financial, and other enterprise platforms. • Establish integration standards covering APIs, IntegrationHub, MID Servers, authentication, error handling, monitoring, performance, support ownership, and lifecycle management. • Provide architectural direction for Discovery, service mapping, CMDB data quality, identification and reconciliation, event ingestion, alert correlation, and operational workflows. • Partner with process owners to align platform design with ITIL practices and Managed Services operating processes while avoiding unnecessary customization. • Ensure architecture decisions account for scalability, availability, performance, maintainability, upgradeability, licensing, and total cost of ownership. • Create and maintain architecture diagrams, design documents, decision records, data flows, integration inventories, standards, and technical runbooks. • Participate in release planning, upgrade planning, testing strategy, clone planning, environment management, and production readiness reviews. • Assess the technical impact of ServiceNow releases and application changes, and develop plans to adopt relevant capabilities while minimizing regression risk. • Support root cause analysis and resolution for complex platform, integration, performance, and data issues. • Promote automation, platform health, observability, and continual improvement across the ServiceNow environment. • Communicate architecture decisions, risks, dependencies, and recommendations clearly to technical teams, business stakeholders, and leadership. Key Performance Indicators • Reduce unnecessary customization and technical debt in accordance with the approved platform roadmap. • Increase adoption of approved out-of-the-box capabilities and standardized implementation patterns. • Meet architecture review and technical design commitments without creating avoidable delivery delays. • Maintain documented architectural decisions, integration standards, design patterns, and platform roadmaps. • Improve platform upgrade readiness by reducing skipped changes, unsupported customizations, and preventable regressions. • Achieve defined milestones for ITOM Discovery, Event Management, ITSM Pro, and other approved product implementations. • Improve CMDB, Discovery, event, and integration health against agreed data quality and operational targets. • Reduce production defects and rework attributable to architecture, design, or development-standard gaps. • Ensure new solutions meet domain separation, security, scalability, maintainability, and supportability requirements. • Demonstrate timely technical guidance, design review, and development support for the ServiceNow Platform team. Required Skills and Professional Experience: • Bachelor's degree or equivalent experience and/or military experience. • 8+ years of experience working with ServiceNow, including architecture, design, configuration, and development responsibilities. • 3+ years of experience architecting ServiceNow solutions in a Managed Services Provider or complex multi-customer environment. • Demonstrated experience designing, implementing, or supporting ServiceNow domain separation. • Strong hands-on ServiceNow development experience, including JavaScript, Business Rules, Script Includes, Flow Designer, integrations, APIs, and platform debugging. • Experience leading the reduction of platform customization and the adoption of out-of-the-box ServiceNow capabilities. • Experience architecting complex integrations using REST, SOAP, IntegrationHub, MID Servers, webhooks, and secure authentication patterns. • Experience with ITSM and CMDB architecture, data modeling, identification and reconciliation, Discovery, and operational data governance. • Experience providing technical leadership, code and design reviews, mentoring, and day-to-day guidance to developers. • Ability to evaluate business requirements, identify tradeoffs, and make clear recommendations regarding platform fit and solution approach. • Strong understanding of platform security, access controls, data segregation, performance, scalability, release management, and upgrade practices. • Strong written, verbal, facilitation, documentation, and stakeholder management skills. Preferred Skills and Professional Experience • Experience with ITOM Discovery, Event Management, ITSM Pro, Customer Success Management, Project Portfolio Management, and Customer Service Management. • Experience supporting ServiceNow in a global, highly integrated, or regulated enterprise environment. • Experience with service mapping, observability integrations, alert management, automation, and proactive operations. • Experience with ServiceNow Automated Test Framework, source control, application development standards, and CI/CD practices. • Experience with ServiceNow portals, workspaces, reporting, Performance Analytics, and customer-facing experiences in a domain-separated environment. • Knowledge of ITIL practices, product management, architecture governance, and platform operating models. • Current ServiceNow Certified System Administrator and Certified Application Developer credentials. • ServiceNow Certified Technical Architect, Certified Master Architect, or relevant implementation specialist certifications. Your future at Presidio Joining Presidio means stepping into a culture of trailblazers - thinkers, builders, and collaborators - who push the boundaries of what's possible. With our expertise AI-driven analytics, cloud solutions, cybersecurity, and next-gen infrastructure, we enable businesses to stay ahead in an ever-evolving digital world. Here, your impact is real. Whether you're harnessing the power of Generative AI, architecting resilient digital ecosystems, or driving data-driven transformation, you'll be part of a team that is shaping the future. Ready to innovate? Let's redefine what's next-together. About Presidio Presidio is committed to hiring the most qualified candidates to join our amazing culture. We aim to attract and hire top talent from all backgrounds, including underrepresented and marginalized communities. We encourage women, people of color, people with disabilities, and veterans to apply for open roles at Presidio. Diversity of skills and thought is a key component to our business success. At Presidio, speed and quality meet technology and innovation. Presidio is a trusted ally for organizations across industries with a decades-long history of building traditional IT foundations and deep expertise in AI and automation, security, networking, digital transformation, and cloud computing. Presidio fills gaps, removes hurdles, optimizes costs, and reduces risk. Presidio's expert technical team develops custom applications, provides managed services, and enables actionable data insights and builds forward-thinking solutions that drive strategic outcomes for clients globally. For more information visit presidio.com Applications will be accepted on a rolling basis. Presidio has a strong commitment to the community we serve and our employees. As an Equal Opportunity Employer, we strive to have a workforce that includes the community we serve. Presidio is an Equal Opportunity Employer Disability/Vets. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information, and other legally protected categories. The "Know Your Rights" Poster is available here: eeoc.gov Presidio EEO Policy Statement is available here: presidio.com Presidio is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to recruitment@presidio.com and let us know the nature of your request and your contact information. Presidio is a VEVRAA Federal Contractor requesting priority referrals of protected veterans for its openings. State Employment Services, please provide priority referrals to. Notice of Massachusetts Candidates: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Recruitment Agencies, Please Note: Presidio does not accept unsolicited agency resumes/CVs. Do not forward resumes/CVs to our career's email address, Presidio employees or any other means. Presidio is not responsible for any feeds related to unsolicited resumes/CVs. #LI-PH1

Requirements

Must-haves

Presidio, Where Teamwork and Innovation Shape the Future
This is role will be remotely based in the Continental US with associated travel of 5%.
Own and maintain the target architecture, technical standards, design principles, and architectural roadmap for the ServiceNow platform within a Managed Services Provider environment.
Provide architectural leadership for domain separation, including data isolation, visibility, configuration, security, reporting, integrations, and cross-domain platform behavior.
Guide the transformation of a highly customized environment toward maintainable, scalable, and upgrade-friendly out-of-the-box capabilities.
Evaluate existing customizations and technical debt, recommend disposition plans, and prioritize remediation based on risk, value, supportability, and platform strategy.
Lead solution architecture for ITOM Discovery, Event Management, ITSM Pro, Customer Success Management, Project Portfolio Management, Customer Service Management, and future approved capabilities.
Partner with the Platform Strategy and Design Architect to translate business strategy and service objectives into platform architecture and implementation roadmaps.
Work closely with the ServiceNow Platform team, developers, administrators, process owners, Service Delivery leaders, security teams, and integration owners.
Help establish and operate platform governance, including architecture review, technical design approval, development standards, release readiness, and exception management.
Assess requests to determine whether ServiceNow is the appropriate solution and recommend alternative approaches when requirements do not align with platform strategy or capabilities.
Define reusable patterns and guardrails for configuration, development, integrations, automation, reporting, portals, data management, and domain-separated solutions.
Provide day-to-day technical guidance to ServiceNow developers, including design reviews, code reviews, troubleshooting support, development patterns, and mentoring.
Participate in hands-on development, prototyping, complex configuration, defect resolution, and technical validation when needed.
Ensure solutions follow secure development practices, least-privilege access principles, data protection requirements, and appropriate separation of customer data.
Design and govern integrations with monitoring, observability, customer, identity, collaboration, financial, and other enterprise platforms.
Establish integration standards covering APIs, IntegrationHub, MID Servers, authentication, error handling, monitoring, performance, support ownership, and lifecycle management.
Provide architectural direction for Discovery, service mapping, CMDB data quality, identification and reconciliation, event ingestion, alert correlation, and operational workflows.
Partner with process owners to align platform design with ITIL practices and Managed Services operating processes while avoiding unnecessary customization.
Ensure architecture decisions account for scalability, availability, performance, maintainability, upgradeability, licensing, and total cost of ownership.
Create and maintain architecture diagrams, design documents, decision records, data flows, integration inventories, standards, and technical runbooks.
Participate in release planning, upgrade planning, testing strategy, clone planning, environment management, and production readiness reviews.
Assess the technical impact of ServiceNow releases and application changes, and develop plans to adopt relevant capabilities while minimizing regression risk.

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Preferred Skills and Professional Experience

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