Job Description Platform Architect - Service

Now, ITSM, CMDB, CSDM & AI Strategy Location: Canada - Remote Duration: 24 months Role Overview: We are seeking a trusted and experienced Platform Architect (PA) to act as a key architectural advisor to our customers.

The primary purpose of this role is to ensure customers realize the full value of their Service

Now investment.

The Platform Architect will guide customers in identifying and sequencing the adoption of capabilities that align with their business outcomes, delivering value quickly and sustainably, and ensuring the long-term health and scalability of their platform.

This is an advisory role focused on shaping the customer''s platform strategy and direction through expert guidance rather than direct implementation.

Key Responsibilities: Architectural Advisory: Translate customer business objectives into a coherent platform strategy.

Guide customers in defining their platform roadmap, sequencing workflow adoption, and conducting solution design reviews.

Platform Health & Governance: Lead technical governance discussions to establish frameworks that prevent platform health degradation over time.

Interpret platform health reports and advise on remediation plans for maintainability, performance, security, and upgradeability.

Risk Management: Proactively identify, track, and assess risks across architectural, technical, and platform health dimensions.

Advise customers on mitigation strategies to ensure risks are managed before they become incidents.

Customer Engagement: Build and maintain strong relationships with customer stakeholders, from technical teams to senior leadership.

Facilitate architectural reviews, executive conversations, and workshops.

Technical Expertise: Demonstrate platform capabilities and guide customers through Service

Now functionality.

Maintain deep expertise in a few core areas while having broad knowledge across the entire Service

Now platform.

Strategic & Conceptual AI Expertise: Guide customers in adopting AI capabilities on the Service

Now platform.

Advise on how AI capabilities fit within broader organizational AI strategy and align AI capabilities to business outcomes.





Required Skills and Competencies: Ability to design scalable, secure, and high-performing Service

Now platform architectures that translate business objectives into sound architectural decisions.

Proven ability to build and sustain trusted relationships across all organizational levels, from working teams to the C-suite, and influence outcomes through credibility and deep relationships.

Excellent communication skills, with the ability to convey complex architectural decisions, risks, and platform direction to diverse audiences, including executive stakeholders.

Ability to diagnose the root cause of complex, multi-threaded problems, evaluate options, and develop scalable resolution approaches.

Understand and engage with the customer''s industry context, business model, and strategic priorities to connect platform decisions to business outcomes.

Ability to develop and maintain a explicit Service

Now platform and product roadmap aligned with customer business objectives.

Required Knowledge & Certifications: Deep understanding of the core Service

Now platform, including CMDB, CSDM, application development patterns, integration capabilities, security model, and instance lifecycle management.

Expertise in solution design principles, governance frameworks, technical debt remediation, and enterprise architecture concepts (e.g., TOGAF).

Deep expertise in ITSM is mandatory.

Expertise in at least one other Service

Now workflow area (e.g., ITOM, CSM, HRSD, Sec

Ops).

Certifications: Required: Certified System Administrator (CSA), Certified Application Developer (CAD), Certified Implementation Specialist (CIS - at least one).

Expected: ArchX - Advanced Architecture, Certified Technical Architect (CTA - in pursuit or completed). AI Certifications: Now Assist Essentials,



Now Assist Executive Micro-Certification, Agentic AI Executive Micro-Certification.

Duties: Lead and drive large and complex Expert Service engagements.

Ensure on-time, on-budget delivery of solutions to achieve customer outcomes.

Act as thought leader, mentor, and trusted advisor on transformation execution.

Serve as key point of communication and coordination for the delivery team.

Establish and maintain governance forums.

Mitigate risks and issues.

Drive rapid and effective decision-making, escalating as required.

Assess project impacts and cross-effects.

Build cross-geo, cross-functional, and partner relationships.

Demonstrate transformation execution thought leadership during ambiguity or conflict.

Drive large-scale, high-risk engagements with multiple workstreams.

Ensure strategic alignment and future account growth.

Focus on governance, stakeholder alignment, quality checks, and project structure.

Provide comprehensive oversight with full project accountability.

Coach and mentor junior EMs and lead Senior EMs on large complex projects.

Manage engagement governance, timeline, scope, risk, change management, resourcing, reporting, and financials.

Work with Sales Account Team, partner, and customer to understand challenges and value.

Apply Now Create methodology and prescriptive guidance.

Identify gaps between actuals and plan, propose solutions, and drive resolutions.

Lead delivery teams throughout complex programs with multiple workstreams.

Skills: AI Integration & Strategic Optimization (Expert level) Service

Now Platform & Certifications Transformation Execution Thought Leadership Large-Scale, High-Risk Engagement Leadership Multi-Workstream Program Management Strategic Alignment & Account Growth Engagement Governance & Oversight Stakeholder Alignment & Quality Checks Risk Management & Mitigation Change Management Resource & Financial Management Now Create Methodology Cross-Geo & Cross-Functional Relationship Building Partner Relationship Management Coaching & Mentoring (Senior EM, EM, Associate EM) Ethical AI & Value-Driven Adoption Industry Domain Expertise Requirements Sailpoint

📌 ServiceNow Platform Architect – ITSM, CMDB/CSDM, AI Strategy (Toronto)
🏢 Astra North Infoteck
📍 Toronto