*Responsibilities:*
• Serve as the architectural authority for the ServiceNow Golden Instance, ensuring consistent, scalable, and sustainable platform design as enterprise services converge
• Define and enforce the target state ServiceNow architecture, including:
• Data model standards
• Configuration vs. customization guardrails
• Use of OOTB capabilities vs. partner / legacy IP
• Act as final authority on architecture decisions and exceptions during convergence
• Ensure all build aligns to enterprise architecture, security, and lifecycle standards
• Own visibility into platform health, including:
• Technical debt
• Upgrade readiness
• Performance and stability risks
• Validate that new use cases reuse common platform capabilities (catalog, case, knowledge, workflows, integrations) instead of reinventing them
• Partner closely with ESM leadership to balance functional needs vs. enterprise consistency
• Establish consistent support processes and procedures and lead current L2/L3 support teams responsible for incident resolution, problem management, and service restoration
