ServiceNow Technical Architect - Modernization Specialist

ServiceNow Technical Architect - Modernization Specialist

About the Role

We're seeking a Senior ServiceNow Technical Architect who thrives on transforming chaos into clarity. You'll lead the modernization of over-customized ServiceNow instances for high-growth B2B SaaS companies, turning technical liabilities into strategic assets.

This isn't about building new instancesit's about surgical rehabilitation of complex, broken platforms. You'll be the technical authority who can look at 3,000 custom scripts and know exactly which 60% to eliminate.

Key Responsibilities

Technical Debt Assessment & Elimination

• Conduct comprehensive technical debt assessments of enterprise ServiceNow instances
• Identify and document risky customizations, redundant code, and architectural anti-patterns
• Design remediation strategies that balance risk, effort, and business impact
• Lead code refactoring initiatives, converting customizations to configurations
• Establish governance frameworks to prevent future technical debt accumulation

Architecture Modernization

• Align existing implementations with ServiceNow best practices and CSDM framework
• Design migration paths from legacy architectures to modern, scalable patterns
• Implement service-oriented architectures that support AI and automation
• Create technical roadmaps for multi-year modernization initiatives
• Ensure platform scalability for high-growth SaaS environments

Upgrade Leadership

• Develop upgrade strategies for heavily customized instances
• Create automated testing frameworks for upgrade validation
• Lead upgrade impact assessments and remediation planning
• Establish "Upgrade Factory" processes for predictable, repeatable upgrades
• Mentor teams on upgrade best practices and risk mitigation

AI & Automation Enablement

• Assess and prepare instances for AI implementation (Virtual Agent, Now Assist, etc.)
• Design data models that support machine learning and predictive analytics
• Create automation strategies for B2B SaaS operational models
• Implement integration architectures for agentic AI workflows

Required Qualifications

Technical Expertise

• 7+ years of ServiceNow platform experience
• 3+ years as a Technical Architect or equivalent senior role
• Deep expertise in ServiceNow ITSM, HRSD, and CSM modules
• Expert-level knowledge of CSDM implementation and service modeling
• Proven track record of successful technical debt remediation projects
• Advanced scripting skills (JavaScript, Glide, Jelly, Angular)
• Experience with ServiceNow upgrade processes across multiple major versions

Modernization Experience

• Demonstrated experience fixing broken/over-customized ServiceNow instances
• Track record of reducing customization footprint by 50%+
• Experience with performance optimization and platform stabilization
• Knowledge of code review and quality assessment methodologies
• Understanding of ServiceNow platform limits and optimization techniques

B2B SaaS Understanding

• Experience with high-growth, fast-changing organizations
• Understanding of DevOps culture and continuous deployment
• Familiarity with modern SaaS architectures and microservices
• Experience with multi-tenant implementations
• Knowledge of SaaS-specific compliance requirements (SOC2, ISO 27001)

Preferred Qualifications

• ServiceNow Certified Technical Architect (CTA)
• Experience with ServiceNow AI/ML capabilities
• Knowledge of agile development methodologies
• Public speaking or thought leadership in ServiceNow community
• Experience with offshore/distributed team management

What Makes You Perfect for This Role

• You see a 10,000-line business rule and immediately know how to reduce it to 100 lines
• You've successfully completed "impossible" ServiceNow rehabilitations
• You can explain complex technical concepts to both developers and executives
• You believe in sustainable solutions, not quick fixes
• You're energized by solving problems others have given up on