Lead the design and evolution of the ServiceNow platform architecture, ensuring alignment with enterprise standards and business needs
Define and enforce platform governance, including release management and security protocols
Provide architectural solutions for integrating third-party tools into the corporate ServiceNow instance
Design, document, and maintain the information architecture for the ServiceNow platform, ensuring it aligns with enterprise architecture and data governance standards
Lead the modeling and structuring of data within ServiceNow applications (e.g., ITSM, ITOM, CMDB, SAM, HAM, SecOps, VR, GRC, CSM)
Partner with platform engineers, product owners, developers, and process owners to define data flows, integrations, and taxonomies
Evaluate and enforce naming conventions, data standards, and reference models across the ServiceNow environment
Guide the optimization of CMDB health, data integrity, and relationship modeling (CI class structures)
Own all integrations between ServiceNow and external systems using REST/SOAP APIs, LDAP, and other protocols
Design and implement automated processes for populating the CMDB and managing service relationships
Collaborate with the CMDB Admin to ensure accurate dependency mapping of upstream and downstream services
Develop and deliver SLA/KPI reports related to services and platform performance
Monitor how IT support teams leverage CMDB data and provide training as needed
Drive continual improvement of ITSM processes and platform capabilities