Job Description
Inviting applications for the role ofAVP- ServiceNow Platform Engineering Architect
As the AVP - ServiceNow Architect, you will lead the architecture, design, and governance of complex ServiceNow solutions across ITSM, ITOM, CSM, HRSD, FSO (APO/SPO), MCO, and custom applications. You will define platform standards, guide engineering teams, shape the technology roadmap, and ensure scalable, secure, and enterprise-grade implementations.
This role operates within the CTO Office, partnering closely with the VP Architect, VP R&D, Product, and Engineering to drive platform excellence and rapid product growth.
Responsibilities
Enterprise & Solution Architecture
Lead the architecture of end-to-end implementations across ITSM, ITOM, ITBM, ITAM, CMDB, CSM, HRSD, FSO (APO/SPO), MCO, and custom workflow apps.
Define architectural standards, reusable patterns, guardrails, and design methodologies across all ServiceNow deployments.
Ensure all solutions align to CSDM, enterprise data models, security standards, and long-term platform strategy.
Platform & Module Leadership
Architect and optimize large-scale implementations of:
ITSM (Incident/Problem/Change/Request/SLAs)
ITOM (Discovery, Service Mapping, Event Management)
CSM (Case Management, Omni-Channel, Playbooks)
FSO - APO/SPO (Accounts Payable/Procurement Operations)
MCO (Multi-Channel Orchestration)
HRSD / ITBM / ITAM / Custom Apps
Drive configuration governance, ensuring upgrade-safe development and adherence to Zurich Release standards and guidelines.
Integration & Interoperability
Architect integrations using IntegrationHub, spokes, custom actions, and MID Server (SAP, Oracle, Salesforce, Azure AD, AWS, HR, ERP, Finance, Security tools).
Design secure and scalable integration patterns using REST, SOAP, OAuth2, JWT, and event-driven frameworks (Kafka, RabbitMQ).
Ensure seamless data exchange between ServiceNow and cloud/application ecosystems.
Engineering, R&D, and Delivery Collaboration
Partner with R&D to influence the product roadmap and align architectural decisions with long-term platform evolution.
Lead peer reviews, architecture boards, and solution reviews across squads.
Provide hands-on guidance during critical solutioning, complex integration problems, and performance troubleshooting.
Platform Optimization, Governance & Security
Define CMDB data models, service mapping patterns, and platform design guardrails.
Establish governance for update sets, version control, deployment processes, and environment strategy.
Ensure platform integrity, performance, and security through proactive optimization and compliance alignment.
Leadership & Mentoring
Coach architects, tech leads, developers, and BAs on platform capabilities, patterns, and design best practices.
Provide thought leadership on ServiceNow capabilities and strategic automation opportunities.
Act as the SME for customers and internal teams on advanced ServiceNow solutions.
Future Technology Direction
Evaluate and adopt new capabilities: Flow Designer, Virtual Agent, Predictive Intelligence, GenAI, Automation Frameworks, CI/CD for SNOW.
Shape the ServiceNow engineering roadmap in partnership with the VP Architect.
Qualifications we seek in you!
Minimum Qualifications / Skills
Experience in software design/architecture within product or platform engineering.
Experience in building and implementing large-scale ServiceNow solutions also experience in an Architect/Lead role.
Exceptionally strong knowledge of design patterns and enterprise architectural patterns.
Extensive experience with core Microsoft .NET technologies (.NET framework / .NET Core).
ServiceNow Expertise
Deep hands-on knowledge of:
ITSM, ITOM, ITBM, ITAM, CMDB, HRSD
CSM, APO/SPO (FSO), MCO
IntegrationHub, Spokes, MID Server
Strong command of scripting: JavaScript, Glide APIs, Business Rules, Script Includes, Flow Designer logic.
In-depth understanding of CSDM, CMDB design, service mapping, and service taxonomy.Strong knowledge of Zurich Release features, constraints, upgrade paths, and platform best practices.
Proven knowledge of C# with a deep understanding of internals and language features.
Experience with cloud platforms, especially Microsoft Azure, and familiarity with AWS and GCP.
Proficiency in containerization and orchestration tools (e.g., Docker, Kubernetes).
Experience working with relational and non-relational databases (e.g., SQL, PostgreSQL, MongoDB).
Strong understanding of RESTful services and API design.
Experience working with message brokers (e.g., RabbitMQ, Apache Kafka).
Understanding of Scrum and Agile methodologies.
Fluent in spoken and written English.
Preferred Qualifications/ Skills
CSA, CAD highly preferred.
CIS modules (ITSM, ITOM, CSM, HRSD, FSO) desirable.
CTA is a strong advantage.
Experience with additional cloud platforms, such as AWS and GCP.
Previous experience with high-performance distributed systems.
Familiarity with modern software development tools and practices.
Contribution to open-source projects.
A degree in Computer Science or a related discipline.
Why join Genpact
Lead AI-first transformation - Build and scale AI solutions that redefine industries
Make an impact - Drive change for global enterprises and solve business challenges that matter
Accelerate your career-Gain hands-on experience, world-class training, mentorship, and AI certifications to advance your skills
Grow with the best - Learn from top engineers, data scientists, and AI experts in a dynamic, fast-moving workplace
Committed to ethical AI - Work in an environment where governance, transparency, and security are at the core of everything we build
Thrive in a values-driven culture - Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress
Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up.
Let's build tomorrow together.