ServiceNow Platform Architect

Job Title: ServiceNow Platform Architect
Job ID: 26-00068
Location: 100% Remote – Houston, TX
Duration: Contract

The ServiceNow Platform Architect owns the technical design, governance, and long-term roadmap of the hospital's ServiceNow instance. This role partners with IT leadership, clinical and business stakeholders, and the development team to make ServiceNow a stable, secure, and scalable platform for IT service delivery and enterprise workflows across the health system.
The architect serves as the senior technical authority on the platform, setting standards, guiding implementations, and ensuring the instance supports the hospital's patient care, compliance, and operational goals.

Key responsibilities

• Define and maintain the end-to-end architecture of the ServiceNow platform, including instance strategy, data model, integrations, and security design.
• Own the platform roadmap in partnership with IT leadership, aligning releases and new capabilities with hospital priorities.
• Establish and enforce development standards, coding best practices, and platform governance, including an architecture review process for new requests.
• Lead solution design for ITSM, ITOM, ITAM/HAM/SAM, HRSD, CSM, SecOps, GRC/IRM, and custom App Engine applications.
• Design and oversee integrations with clinical and enterprise systems such as Epic, Workday, Active Directory/Entra ID, Okta, monitoring tools, and medical device management platforms, using REST/SOAP APIs, MID Servers, IntegrationHub, and Service Graph Connectors.
• Guide CMDB design, health, and data governance in line with the Common Service Data Model (CSDM).
• Plan and lead family upgrades, patching, and instance clone strategy while minimizing customization and technical debt.
• Ensure the platform meets HIPAA, HITECH, and internal security requirements, including role-based access, data encryption, and audit readiness.
• Monitor platform performance and stability, and drive remediation of performance, scripting, and configuration issues.
• Mentor and provide technical direction to ServiceNow developers, administrators, and implementation partners.
• Translate business and clinical needs into technical designs and communicate tradeoffs clearly to non-technical stakeholders.
• Evaluate new ServiceNow capabilities, including Now Assist and generative AI features, and recommend adoption where they add value.

Required qualifications

• Bachelor's degree in Computer Science, Information Systems, or a related field, or equivalent work experience.
• 8+ years of IT experience, including 6+ years of hands-on ServiceNow development or administration and 3+ years in an architect or technical lead role.
• Deep expertise in ITSM and the Now Platform, with working knowledge of at least two additional modules (ITOM, ITAM, HRSD, CSM, SecOps, or GRC/IRM).
• Strong scripting skills in JavaScript, Glide APIs, Business Rules, Client Scripts, Script Includes, UI Policies, and Flow Designer.
• Proven experience designing integrations using REST/SOAP web services, IntegrationHub, and MID Servers.
• Solid understanding of CMDB architecture, CSDM, Discovery, and Service Mapping.
• Experience leading at least two ServiceNow family upgrades and managing multi-instance environments (dev, test, prod).
• ServiceNow Certified System Administrator (CSA) and at least one Certified Implementation Specialist (CIS) certification.

Preferred qualifications

• ServiceNow Certified Technical Architect (CTA) or Certified Master Architect (CMA), or active progress toward either.
• ServiceNow Certified Application Developer (CAD) and multiple CIS certifications (ITSM, ITOM Discovery, Service Mapping, HAM/SAM, HRSD).
• Prior experience in a hospital, health system, or other HIPAA-regulated environment.
• Experience integrating ServiceNow with Epic or other EHR systems, and with clinical engineering or biomedical device asset management.
• Familiarity with ITIL v4 (Foundation certification a plus) and Agile/SAFe delivery practices.
• Experience with Now Assist, Predictive Intelligence, Performance Analytics, and Service Portal or Employee Center design.
• Exposure to identity and access tools (Entra ID, Okta, SailPoint) and enterprise monitoring platforms.

Core competencies

• Strategic thinking: balances short-term requests against long-term platform health and keeps customization to a minimum.
• Communication: explains complex technical concepts clearly to executives, clinicians, and developers alike.
• Leadership: guides and mentors technical teams without needing direct reporting lines.
• Stakeholder management: builds trust across IT, clinical, and business departments and handles competing priorities.
• Problem solving: diagnoses root causes quickly in a 24/7 environment where downtime can affect patient care.
• Documentation: produces clear architecture diagrams, design documents, and standards.