Lead - ServiceNow Platform Architect

Job Description

Role: ServiceNow Lead – Platform Architect
Location: Bengaluru / Hyderabad
Experience: 13+ years
Employment Type: Full-Time

Role Summary

Role Overview

The Lead Architect will be responsible for defining and driving the overall architecture, design, and governance of the ServiceNow platform across enterprise programs. This role provides strategic technical leadership, ensures alignment with business objectives, and drives scalable, secure, and high-performing solutions across the platform.

The position requires deep expertise in ServiceNow architecture, strong leadership capabilities, and experience operating in large-scale, 24x7 enterprise environments. The ideal candidate combines deep ServiceNow architecture expertise with practical implementation experience in AI-enabled workflows, automation, enterprise integrations, and platform modernization.

Key Responsibilities

1. Architecture & Solution Design

• Define end-to-end architecture for ServiceNow platform ensuring scalability, performance, and maintainability
• Translate business requirements into technical architecture and solution blueprints
• Ensure adherence to enterprise architecture standards and best practices

2. Technical Leadership

• Provide architectural guidance to development, support, and integration teams
• Lead design reviews and architecture governance forums
• Provide technical Consultation on new business initiatives
• Leads Platform Upgrade and Clone activities.
• Mentor developers, and engineers across teams
• Drive standardization and reusable design patterns across implementations
• Drive adoption of AI Capabilities including NowAssist, Predictive Intelligence, Agentic AI Solutions.

3. Platform Governance & Strategy

• Establish and enforce governance frameworks, design standards, and security controls
• Ensure compliance with data security, regulatory, and audit requirements
• Ensure the reliability, availability and performance of production platforms and applications.
• Automate operational tasks to improve efficiency and reduce manual effort.

4. Performance & Optimization

• Monitor platform health, performance metrics, and scalability
• Identify bottlenecks and drive optimization initiatives
• Ensure high availability and reliability of enterprise systems

5. Program & Stakeholder Collaboration

• Partner with business stakeholders, product owners, and leadership teams
• Drive solution alignment with business outcomes and operational goals
• Communicate architecture decisions and trade-offs to technical and non-technical stakeholders

6. Continuous Improvement & Innovation

• Stay updated with ServiceNow releases and emerging technologies
• Drive automation, AI adoption, and operational efficiency initiatives
• Identify opportunities for platform modernization and technical debt reduction

Required Skills & Experience

Experience

• 12+ years of overall IT experience
• 5+ years in ServiceNow architecture/design roles
• Experience working in enterprise-scale, multi-instance environments.
• Prior experience in telecom/media domain preferred
• Practical implementation experience in AI-enabled workflows, automation, enterprise integrations, and platform modernization.

Technical Skills

• Strong expertise in ServiceNow platform architecture (ITSM, ITOM, CSM, etc.)
• Hands-on knowledge of:
  • ServiceNow data model, workflows, and scripting
  • Integrations (REST/SOAP APIs, MID Server)
• Knowledge of cloud architecture, microservices, and DevOps practices
• Knowledge of ServiceNow AI capabilities including Now Assist, Generative AI, Virtual Agent, Predictive Intelligence, AI Search, and Agentic AI solutions

Leadership & Operational Skills

• Proven experience working with large technical teams and cross-functional programs
• Strong architectural decision-making and governance experience
• Experience in high-availability and 24x7 support environments

Soft Skills

• Excellent stakeholder management and communication
• Strong problem-solving and analytical mindset
• Ability to influence and drive alignment across teams

Preferred Qualifications

• ServiceNow Certified System Administrator (CSA) (must have)
• ServiceNow Certified Implementation Specialist (CIS)
• ServiceNow Certified Application Architect (CAA) or Technical Architect (CTA) preferred
• ITIL Foundation Certification
• Cloud Practitioner Certification

Weekly Hours:

Time Type:

Location:

It is the policy of AT&T to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, AT&T will provide reasonable accommodations for qualified individuals with disabilities. AT&T is a fair chance employer and does not initiate a background check until an offer is made.