Platform Architect - ServiceNow, 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 ServiceNow 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 solid 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 ServiceNow functionality.
- Maintain deep expertise in a few core areas while having broad knowledge across the entire ServiceNow platform.

Strategic & Conceptual AI Expertise:

- Guide customers in adopting AI capabilities on the ServiceNow 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 ServiceNow 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 clear ServiceNow platform and product roadmap aligned with customer business objectives.

Required Knowledge & Certifications:

- Deep understanding of the core ServiceNow 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 ServiceNow workflow area (e.g., ITOM, CSM, HRSD, SecOps).

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)
- ServiceNow 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

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