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 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 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 explicit 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

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📌 ServiceNow Platform Architect – ITSM, CMDB/CSDM, AI Strategy (Ontario)
🏢 Astra-North Infoteck Inc. ~ Conquering today’s challenges, achieving tomorrow’s vision!
📍 Ontario