ServiceNow Platform & Solution Architect

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The Architect, Enterprise Architecture – ServiceNow Platform & Solution Architect holds dual accountability for the technical foundation of the ServiceNow platform and the end-to-end design of every solution built on it. This role owns how the platform is structured, governed, and evolved at PDS Health — defining the principles, standards, and development patterns that all internal teams and third-party vendors must follow — and serves as the lead solution designer for every ServiceNow implementation, from requirements through delivery handoff.

Operating within the Enterprise Architecture practice and reporting to the Director of Enterprise Architecture, this position ensures that PDS Health’s growing ServiceNow investment — spanning IT Service Management (ITSM), Enterprise Service Management (ESM), HR Service Delivery (HRSD), Employee Center, Journey Management, Configuration Management Database (CMDB), Integration Hub, and Data Hub, with planned additions of App Engine, Workflow Data Fabric, Strategic Portfolio Management (SPM), and the Enterprise Architecture module — is governed, built, and extended in a way that is operationally sustainable, upgrade-safe, and technically consistent across all teams and vendors.

This role leads a small team of ServiceNow administrators and developers and serves as the primary ServiceNow platform authority across cross-functional planning, architecture review, and vendor engagement forums.

Responsibilities

• Platform Architecture: Define and maintain the ServiceNow instance strategy, Common Service Data Model (CSDM), Role-Based Access Control (RBAC) model, environment topology, and platform health management practices.
• Principles, Standards & Development Patterns: Establish and enforce the complete framework of platform development standards — including configuration-first philosophy, scoped application mandate, Flow Designer automation standards, scripting guidelines, naming conventions, source control requirements, Automated Test Framework (ATF) testing thresholds, UI/UX standards, and technical debt governance.
• Solution Design: Serve as lead solution designer for all ServiceNow implementations; produce Solution Design Documents covering process flows, data models, integration touchpoints, RBAC changes, and UI specifications, and maintain implementation authority throughout delivery.
• Platform Governance: Chair the ServiceNow Technical Governance Board; hold gating authority over platform-level architectural decisions and exercise advisory oversight on module-specific solution designs for standards compliance.
• Integration Architecture: Define and enforce the approved integration pattern framework — Integration Hub spokes, Stream Connect for Apache Kafka (Workflow Data Fabric), zero-copy connectors, and MuleSoft-brokered patterns — including authentication, error handling, and spoke governance standards.
• Shared Services & Reusability: Build and maintain the catalog of reusable platform components; enforce a build-once/reuse-everywhere mandate and govern Now Assist AI configuration and Performance Analytics at the platform level.
• App Engine Governance: Establish and own the governance model for all custom application development on App Engine, including development standards, approval workflows, lifecycle management, and reuse enforcement.
• Vendor & Third-Party Governance: Define non-negotiable technical requirements for all external vendors and implementation partners; own technical acceptance criteria and ensure knowledge transfer is a required deliverable from every engagement.
• Platform Roadmap Advisory: Evaluate prospective ServiceNow modules for platform fit, sequencing dependencies, and licensing implications; maintain the platform capability roadmap and provide technical input to module acquisition decisions.
• Stakeholder Engagement: Translate platform standards and solution designs into actionable guidance for development teams and into clear, business-appropriate communication for process owners, IT leadership, and executive stakeholders.
• Team Leadership: Lead 1–2 ServiceNow administrators and/or developers; provide technical direction, standards coaching, and architectural review of their work.
  Other duties and responsibilities as assigned.

Required

• 6+ years of progressive experience in enterprise platform architecture, with at least 3 years in a hands-on ServiceNow architecture or senior technical design role spanning multiple modules.
• ServiceNow Certified System Administrator (CSA) and Certified Technical Architect (CTA) — required at hire or with a defined path to completion within the first year.
• Demonstrated experience designing and governing enterprise platforms across multiple teams, including standards definition, governance enforcement, and architectural review.
• Proven track record of delivering ServiceNow solutions that span multiple modules — including configuration, integration design, data modeling, and RBAC — within a structured governance framework.

Preferred

• ServiceNow Certified Implementation Specialist — ITSM (CIS-ITSM), Certified Application Developer (CAD), or CSDM Micro-Certification.
• Experience with Workflow Data Fabric, App Engine, SPM, or event-driven integration patterns including Apache Kafka / Stream Connect.
• Experience in healthcare, dental, or similarly regulated enterprise environments with awareness of HIPAA data handling requirements.
• Familiarity with MuleSoft API-led integration or equivalent enterprise middleware platforms as a complementary integration tier.
• Experience conducting architectural reviews and managing technical acceptance criteria for third-party vendors and implementation partners.

Knowledge/Skills/Abilities

• Deep knowledge of ServiceNow platform internals: CSDM, RBAC, GlideScript, Flow Designer, scoped applications, ATF, and instance upgrade mechanics.
• Strong solution design and documentation skills across the full implementation lifecycle — architecture diagrams, integration specifications, data models, and process flows — sufficient for delivery teams to execute without ambiguity.
• Proven ability to define, publish, and enforce technical development standards across internal teams and external vendors.
• Effective communication across technical and non-technical audiences, including presenting architectural decisions and solution designs to executive stakeholders.
• Ability to work independently with minimal supervision and lead with influence across teams and organizational boundaries.
• Strong analytical and critical thinking skills applied to complex architectural trade-off decisions, producing clear, documented rationale.
• Understanding of ITIL or service management frameworks sufficient to make informed architectural decisions for ITSM and ESM implementations.
• Experience with Git-based source control, CI/CD pipeline concepts, and automated testing within the ServiceNow or broader enterprise development ecosystem.

Benefits

• Medical, dental, and vision insurance
• Paid time off
• Tuition Reimbursement
• 401K
• Paid time to volunteer in your local community

PDS Health is an Equal Opportunity Employer. We celebrate diversity and are united in our mission to create healthier and happier team members.