Technical Architect, NOW Engage Platform

ServiceNow•Dallas, TX

13d•Remote

About The Position

The Technical Architect for the NOW Engage Platform is the technical leader responsible for designing, solutioning, building, and maintaining ServiceNow's unified customer engagement platform that serves Expert Services and Partner consultants globally. This role translates business requirements into scalable, maintainable technical solutions while ensuring architectural integrity, platform performance, and development quality across the full delivery lifecycle. As the technical counterpart to the Business Analyst, the Technical Architect owns the 'how' of platform implementation—designing multi-tenant architecture, integrating AI capabilities, overseeing scrum development teams, and ensuring that every technical solution aligns with ServiceNow best practices and enterprise standards. This individual must excel at communicating complex technical concepts to executive leadership while maintaining hands-on technical leadership with development teams.

Requirements

6-10+ years of ServiceNow platform experience, including development, administration, and architecture.
Extensive knowledge of ServiceNow products such as CSM, SPM, ITSM, ITOM, or similar enterprise workflows.
Expertise in building custom ServiceNow apps with advanced data models, rules, workflows, UI, and API integration.
Strong coding skills in JavaScript, AngularJS, Jelly, REST/SOAP APIs, Integration Hub, UI Builder, performance and platform analytics.
Skilled in designing complex integrations between ServiceNow and external systems using APIs, web services, and middleware.
Experience optimizing platform scalability and performance for high-availability architectures.
Knowledge of multi-tenant architecture, data isolation, access control, domain separation, and security best practices.
Excellent ability to clearly communicate technical concepts to non-technical audiences.

Nice To Haves

ServiceNow CTA certification.
ServiceNow CIS certifications in multiple areas (e.g., CSM, SPM, ITSM).
ServiceNow CAD certification for advanced development.
Consulting or professional services experience; knowledge of delivery methodologies like NowCreate, Agile, SAFe.
Understanding of AI/GenAI integrations, API design for AI, and autonomous workflow platforms.
Leadership of scrum teams in Agile environments; expertise in sprint planning and iterative development.
Experience collaborating with external vendors, setting technical standards, and managing deliverables.
Familiarity with ServiceNow Partner ecosystem; platform design for internal/external users.
Knowledge of cloud infrastructure, containerization, CI/CD pipelines, and DevOps.
Prior experience implementing platforms that enforce methodology compliance (CMMI, ITIL, project management frameworks) through workflow automation.

Responsibilities

Solution Architecture & Technical Design
Design scalable ServiceNow solutions that meet business needs and follow best practices.
Manage single-instance, multi-tenant NOW Engage architecture, ensuring data isolation, access control, and easy onboarding.
Develop technical design documents, diagrams, and specs for development teams and vendors.
Solution and recommend ServiceNow features, customizations, or third-party integrations that best fit requirements.
Work with the Business Analyst to confirm requirements, suggest alternatives, and align on business and technical constraints.
Platform Development & Implementation
Experience deploying ServiceNow applications across CSM, SPM, and other suites, data models and workflows.
Design custom ServiceNow apps for unique NOW Engage needs beyond OOTB.
Architect integrations between NOW Engage and external systems via REST APIs, MID Servers, and Integration Hub.
Develop secure, scalable API frameworks for AI agents and integrations to access NOW Engage data.
Manage platform performance, scalability, and technical debt as usage expands.
Oversee platform upgrades and releases with Digital Technologies to reduce service disruptions.
Work with the AI Delivery Solutions team to launch new AI products and ensure smooth integration.
Track ServiceNow’s AI/GenAI advancements and assess use of native and third-party AI features.
Development Team Leadership & Quality Assurance
Lead scrum teams in architectural choices, code reviews, and technical troubleshooting.
Ensure user stories are organized, dependencies identified, acceptance criteria defined, clear and technically complete, collaborating with Business Analyst(s).
Assign stories based on skill set and maintain architectural consistency.
Uphold coding best practices, standards, and governance through regular reviews.
Supervise QA processes including unit, integration, and performance testing for high quality.
Establish technical standards and guidelines for all work on the NOW Engage.
Platform Governance & Enterprise Collaboration
Ensure NOW Engage architecture, hosting, and integrations comply with ServiceNow IT standards and security requirements by working with Digital Technologies (DT).
Collaborate with Data Privacy and Legal teams to design data handling that meets GDPR, CCPA, and other regulatory standards.
Coordinate with Core Business Systems to enable accurate and efficient data exchange between NOW Engage and enterprise systems.
Align with Global PMO to enforce methodology, compliance, and governance through automation in NOW Engage.
Participate in internal architecture reviews and technical governance forums to keep platform strategy consistent.
Clearly explain technical concepts and decisions to executives and non-technical stakeholders using business language.
Provide leadership with concise options and recommendations for architectural decisions, analyzing performance, cost, and risk.
Advise on feasibility and effort estimates for roadmap features to support effective prioritization.
Platform Operations & Continuous Improvement
Monitor performance metrics to detect and resolve bottlenecks, scalability issues, and risks proactively.
Design and Implement automated testing, CI/CD pipelines, and deployment automation to speed up safe releases.
Conduct post-incident reviews and root cause analysis, applying measures to prevent recurrence.
Maintain comprehensive platform documentation, including architecture diagrams, runbooks, operation procedures, and disaster recovery plans.