ServiceNow Architect

DMI

4d • Remote

About The Position

DMI is seeking an experienced ServiceNow Architect to drive maturity and strategic improvement of our ServiceNow environment, which powers managed mobility and helpdesk services for our external customers. This is a hands-on advisory role — you will assess the current state, identify gaps, and guide the team through a structured improvement roadmap.
Our environment includes a CSM-based helpdesk integrated with an external cloud contact center, an extensive service catalog supporting mobility transactions across diverse customer types, and a growing set of customer integrations connecting external ITSM platforms to our service catalog. The architect in this role will directly address challenges in SLA reporting complexity, fulfiller experience, and the time and effort required to onboard new customer integrations.
The right candidate is not just a technologist — they are a practitioner who has guided organizations through the messy, real-world process of maturing a ServiceNow platform: rationalizing record models, reducing workflow complexity, establishing governance, and building repeatable patterns that make future work faster.

Requirements

• 8+ years of ServiceNow experience, with at least 3 years in an architect or senior technical lead capacity
• Demonstrated experience assessing and maturing an existing ServiceNow environment — not just greenfield implementations
• Hands-on experience with CSM (Customer Service Management), including case management, SLA design, and workspace configuration
• Experience designing and simplifying service catalog and catalog task workflows across multiple customer or business unit types
• Proven track record designing integration frameworks or patterns for ServiceNow, including REST/SOAP APIs, Integration Hub, and MID Server
• Experience with SLA strategy and reporting in complex, multi-customer environments
• Strong communication skills: ability to facilitate stakeholder workshops, present architectural options, and guide teams toward decisions
• Ability to translate business and operational challenges into actionable technical recommendations
• Must be a U.S. Citizen

Nice To Haves

• ServiceNow Certified Implementation Specialist (CSM, ITSM, or Integration) or Certified Technical Architect (CTA)
• Experience in managed services or BPO environments supporting multiple external customers on a shared platform
• Familiarity with telecom, mobile device management, or BYOD/eSIM/pSIM provisioning workflows
• Experience integrating ServiceNow with external contact center platforms (e.g., Genesys, Five9, NICE)
• Experience with ServiceNow’s Automated Test Framework (ATF) and upgrade management practices
• Experience implementing and maintaining HAM Pro.

Responsibilities

• Conduct a structured assessment of the current ServiceNow environment, identifying technical debt, architectural gaps, and quick wins
• Develop a prioritized roadmap for platform improvements aligned to DMI’s operational and business goals
• Define measurable milestones and success criteria for each improvement initiative
• Assess the value to the business and level of effort to implement HAM Pro in the current production environment.
• Design and oversee the overall ServiceNow platform architecture, ensuring scalability, performance, and adherence to best practices
• Define technical standards, governance policies, and development guidelines
• Lead and review complex integrations between ServiceNow and enterprise or customer systems
• Review and approve technical designs, customizations, and configurations
• Ensure the platform remains current on version releases and that upgrade testing is appropriately planned and executed
• Align the ServiceNow platform roadmap with DMI’s business objectives and managed services strategy
• Advise stakeholders on how to leverage ServiceNow capabilities to solve operational problems — including when not to build custom solutions
• Evaluate new ServiceNow modules and features, particularly in CSM, ITSM, and Integration Hub, for applicability to DMI’s context
• Maintain and grow the relationship with ServiceNow to ensure alignment with their roadmap
• Mentor and guide developers, admins, and functional consultants; build internal capability to sustain improvements over time
• Provide technical oversight across concurrent workstreams and serve as the escalation point for complex issues
• Collaborate with project managers to ensure delivery aligns with architectural direction
• Communicate clearly and consistently with internal stakeholders and DMI customers on platform changes and timelines
• Establish and enforce architecture review processes, code standards, and documentation practices
• Ensure compliance with security, data governance, and platform governance standards
• Maintain architecture documentation that reflects current and target state

Benefits

• Virtual health visits, commuter perks, pet insurance, and entertainment discounts that make life easier.
• Annual performance reviews, tuition assistance, and internal career growth opportunities to help you thrive.
• Generous 401(k) matches, life and disability insurance, and financial wellness tools to support your future.
• Annual awards, service anniversaries, referral bonuses, and peer-to-peer shoutouts that spotlight your achievements.
• Healthcare coverage, wellness programs, flu shots, and biometric screenings to support your health.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed