ServiceNow Technical Architect

Deep expertise in Now Platform architecture, data model design, ACL and security architecture, domain separation considerations, update strategy, and integration design.

Strong hands-on capability in JavaScript and ServiceNow server-side and client-side scripting, with working knowledge of HTML, CSS, REST, SOAP, and API-led integrations.

Experience designing and governing enterprise integrations with cloud platforms, identity providers, observability tools, middleware, and line-of-business applications.

Strong understanding of SaaS and PaaS architecture principles, multi-tenancy, automation, analytics, AI-adjacent platform capabilities, and enterprise architecture frameworks.

Experience across multiple ServiceNow product lines beyond core ITSM, preferably including at least two or more of ITOM, CSM, HRSD, ITAM, SPM, IRM/GRC, or App Engine.

Ability to balance out-of-box capability, configuration, and custom development while preserving upgradeability and long-term platform health.

Employee Center and CSM portal expertise -

In-depth knowledge of building and governing Employee Center experiences, including Unified Taxonomy, Curated Experiences, Dynamic Topic Pages, Mega Menu, My Active Items, Recommended for You, Popular Topics, Quick Links, and employee-centric search configuration.

In-depth knowledge of building and governing CSM portals using Service Portal and Configurable Portal widgets, including page creation, widget configuration, Portal Data List, case-centric navigation, knowledge exposure, request experiences, and portal-specific access models.

Ability to design when to use separate portals versus a unified experience, with clear understanding that Employee Center and Customer Service portals are separate portals with distinct URLs, access controls, and licensing implications.

Strong experience in widget strategy, including using base widgets as-is, cloning widgets for controlled enhancement, and developing custom widgets only where required by experience, governance, or business differentiation.

Expertise in building portal information architecture, including taxonomy-led multi-department navigation for Employee Center and siloed case-management journeys for CSM portals.

Working knowledge of portal search configuration, knowledge surfacing, user criteria, content targeting, and performance considerations for high-traffic self-service experiences.

Ability to define migration and coexistence strategies between legacy Service Portal implementations and Employee Center experiences, including widget reuse, cloning strategy, and content/taxonomy redesign.

Portal-specific responsibilities -

Architect employee self-service experiences that support multi-department discovery through taxonomy, dynamic pages, targeted content, and consolidated task visibility.

Architect customer and partner self-service portals that prioritize case creation, case tracking, knowledge deflection, contextual lists, and configurable portal widgets.

Establish standards for portal page models, widget reuse, naming conventions, content governance, search tuning, analytics, and extensibility.

Guide teams on trade-offs between out-of-box Employee Center capabilities and custom Service Portal development for CSM or specialized service experiences