ServiceNow Platform Architect

Founded in 2006, Coretelligent is a provider of comprehensive managed IT solutions, specializing in areas like cybersecurity, private cloud services, IT planning and strategy, and backup and disaster recovery. We cater to industries such as financial services, life sciences, technology, and professional services. The company has been recognized for its achievements, including being named to Inc. magazine's Power Partner Awards and as AT&T Cybersecurity North American Partner of the Year for 2023. Coretelligent focuses on meeting regulatory requirements and ensuring clients' IT platforms are robust and compliant. We have a significant presence across various U.S. locations and offer co-managed IT solutions as well.

Job Overview

The ServiceNow Platform Architect is responsible for the overall technical health, design integrity, and strategic evolution of the ServiceNow platform within our Managed Service Provider (MSP) environment. Reporting to the VP of Platform Engineering, this role blends strategic leadership and hands-on technical execution, ensuring that our ServiceNow instance supports scalable, high-quality, and future-proof business solutions across multiple domains.

The successful candidate will have deep expertise across the ServiceNow platform; particularly in Technical Service Provider Management solutions, including Customer Service Management (CSM), Field Service Management (FSM), and Strategic Portfolio Management (SPM). They will drive architectural governance, mentor development teams, and collaborate with stakeholders to design and deliver enterprise-grade solutions.

Key Responsibilities:

Platform Strategy & Architecture

• Collaborate with the VP of Platform Engineering to define and maintain the roadmap for the ServiceNow platform in alignment with business goals and objectives.
• Establish and enforce architectural standards, development guidelines, and best practices.
• Evaluate new ServiceNow capabilities and modules for potential adoption.
• Lead domain-separated architecture design, ensuring data isolation, integrity, and performance across customer environments.

Solution Design & Stakeholder Engagement

• Partner with business stakeholders to gather requirements, design scalable solutions, and write clear, actionable user stories.
• Lead technical requirements gathering sessions and design extensible solutions.
• Translating business needs into solutions that integrate with other enterprise platforms (e.g., CRM, payroll, and financial).

Hands-On Development & Platform Operations

• Triage incoming enhancement requests and issues, facilitate appropriate conversations, set realistic expectations, and ensure internal stakeholder satisfaction.
• Lead troubleshooting, root-cause analysis, and continuous improvement initiatives.
• Configure and enhance ServiceNow applications, workflows, and integrations.
• Monitor and maintain platform health, including performance, security, and compliance.
• Oversee the quality of configurations, customizations, update sets and releases, ensuring smooth deployments into production.

Governance & Delivery Management

• Establish and uphold technical standards for ServiceNow development and configuration.
• Guide and mentor developers, providing architectural oversight and code review.
• Operate in an Agile environment, managing deliverables within ServiceNow's PPM/Agile module.

Required Skills and Qualifications:

• Bachelor's degree in computer science, Information Technology, or a related field.
• 8+ years of experience with ServiceNow platform design, development, and administration.
• 3–5 years in a ServiceNow Architect or Lead Developer role, ideally within a Managed Service Provider (MSP) or multi-tenant environment.
• Proven experience in domain-separated instances — required
• Demonstrated hands-on expertise with Customer Service Management (CSM), Field Service Management (FSM), and Strategic Portfolio Management (SPM).
• Experience with integrations using REST/SOAP APIs, MID Servers, and third-party applications (e.g., Salesforce, Azure, AWS).
• Familiarity with Agile/Scrum methodologies and experience using ServiceNow's Agile modules.

Certifications

• ServiceNow Certified System Administrator (CSA) – Required
• ServiceNow Certified Implementation Specialist (CIS) in IT Service Management (ITSM) or Customer Service Management (CSM) – Strongly Preferred
• ServiceNow Certified Application Developer (CAD) – Strongly Preferred
• Now Assist Accreditation – Preferred
• ITIL v4 Foundation Certification – Preferred
• Salesforce or other platform experience/certifications – A Plus

Preferred Skills:

• Strong understanding of IT Service Management (ITSM) principles.
• Ability to design scalable, future-proof solutions aligned with MSP requirements.
• Excellent communications and stakeholder management skills.
• Strong analytical, problem-solving, and documentation abilities.
• Experience creating architectural diagrams to visualize solutions.
• Ability to balance strategic architectural planning with hands-on configuration and delivery work.
• Experience overseeing developers in multi-country, multi-time zone environments.

Salary Range for this position (depending upon experience):

$140,000 - $160,000

This range reflects the minimum and maximum targets for new hires across all US locations (with the exception of MA, NY, and CA). Within the range, individual pay is determined by job-related skills, experience, work location, and relevant education or training.

What you'll love about Coretelligent:

We take Coretelligent culture very seriously As a company, we constantly think of ways to give back to our valued employees through company engagement. We offer a competitive salary, amazing benefits, a great vacation package, a healthy work-life balance, and opportunities to grow your career from within

Benefits: Health, Dental, & Vision, Flexible Spending Account (FSA), 401k, Health Reimbursement Account (HRA), Health Savings Account (HSA), Life Insurance, Disability Insurance, Paid Parental Leave, Holiday Pay, Flexible Vacation & Sick Days.

Perks: Fourteen holidays, including a day off on your birthday, flexible vacation, monthly rewards, spot bonuses for demonstrated excellence, community and social events, learning and development, flexible working life, $100 standup desk allowance, and other health & wellness perks.

Equal Opportunity and Accessibility Commitment.

• Coretelligent is an Equal Opportunity employer committed to diversity, equity, and inclusion. We welcome qualified applicants of all races, ethnicities, religions, ages, sexual orientations, gender identities, socioeconomic statuses, and more, focusing on creating an inclusive workplace. At Coretelligent, diversity is valued beyond compliance, ensuring that every team member feels valued, respected, and supported. We strive to create a work environment where everyone can thrive and be their authentic selves.

• We extend our dedication to accessibility and inclusivity to our remote workforce. In alignment with the Americans with Disabilities Act (ADA), we are committed to providing reasonable accommodations to enable individuals with disabilities to effectively perform their job duties in a remote setting. Applicants needing accommodations for the application or interview process are encouraged to reach out to [insert appropriate contact] for necessary arrangements.

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As Coretelligent is a remote company hiring candidates, our perks and benefits packages may adjust based on your location. Direct applicants only; no recruitment agencies or third-party recruiters, please.

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