ServiceNow Architect

Job description

Work Arrangement Remote position with periodic travel to AEVEX facilities (Tampa, FL; Solana Beach, CA; other locations) as needed for implementation workshops, go-lives, and team events. Estimated travel: 10–20%. May require occasional work outside standard business hours for deployments, upgrades, or critical incident resolution. Job Overview This is a platform ownership role focused on the continued development, maturity, and expansion of ServiceNow across the organization. The successful candidate should think beyond individual tickets and enhancements and focus on process efficiency, automation, data integrity, user adoption, scalability, and long-term platform value. The ServiceNow Architect will own assigned solutions and modules end-to-end, from requirements gathering and solution design through development, testing, deployment, documentation, and continuous improvement in production. The role will initially support ServiceNow development and platform initiatives based on defined projects, enhancements, and organizational priorities, with the opportunity to assume greater platform ownership as ServiceNow capabilities and adoption continue to expand. Essential Functions Platform Development & Ownership • Serve as a primary technical resource for the ServiceNow platform across the enterprise environment. • Design, develop, test, deploy, and continuously improve ServiceNow solutions based on business and IT requirements. • Develop and maintain Business Rules, Client Scripts, Script Includes, UI Policies, UI Actions, ACLs, Scheduled Jobs, and other platform components using JavaScript and Glide APIs. • Build and manage Flow Designer flows, subflows, actions, approvals, notifications, and other automation. • Manage Update Sets and controlled promotion of changes across Development, Test, and Production environments. • Support platform upgrades, testing, release management, and ongoing platform health. • Evaluate existing configurations and recommend opportunities to simplify, standardize, or improve solutions. ITSM & Service Experience • Develop and mature ITSM capabilities including Incident, Problem, Change, Request, and Service Catalog. • Configure and improve Change Management capabilities including change models, approvals, CAB workflows, risk assessment, and supporting automation. • Design and maintain Service Catalog items, Record Producers, approval workflows, SLAs, and self-service capabilities. • Improve agent workspaces, assignment processes, queues, forms, and other experiences that increase technician efficiency. • Continuously improve the end-user experience through portal improvements, self-service, automation, and feedback-driven iteration. • Identify unnecessary manual processes and develop practical solutions that improve service delivery. HAM / SAM & Asset Lifecycle • Develop and mature Hardware Asset Management (HAM) and Software Asset Management (SAM) capabilities within ServiceNow. • Configure and improve hardware asset lifecycle processes including receiving, assignment, inventory, refresh, return, retirement, and disposal. • Improve asset ownership, inventory visibility, normalization, reconciliation, and reporting. • Develop software asset and license management capabilities including software inventory, entitlement and license visibility, utilization, and lifecycle management. • Develop automation between asset management, request fulfillment, procurement, onboarding/offboarding, and other applicable processes. • Maintain appropriate relationships between assets and Configuration Items within the CMDB. ITOM, Discovery & CMDB • Mature and maintain the CMDB with an emphasis on accuracy, completeness, ownership, relationships, and data integrity. • Configure and optimize Discovery schedules, MID Servers, Service Mapping, reconciliation rules, normalization, and CI relationships. • Support ITOM capabilities that improve infrastructure and service visibility. • Develop processes and automation to identify and remediate stale, duplicate, incomplete, or inaccurate CMDB data. • Partner with infrastructure and application teams to establish appropriate CI ownership and data governance. Integration & Automation • Design, develop, and maintain integrations between ServiceNow and enterprise platforms using REST/SOAP APIs, IntegrationHub, MID Server, and other supported integration methods. • Design and deploy IntegrationHub spokes, spoke actions, and reusable automation components. • Integrate ServiceNow with enterprise identity, endpoint management, monitoring, security, business, and other platforms as requirements evolve. • Identify opportunities to automate repetitive IT and business processes and reduce manual intervention. • Design integrations with scalability, maintainability, security, and appropriate error handling in mind. Reporting, Analytics & Platform Visibility • Develop dashboards and operational reporting that provide meaningful visibility into service performance. • Provide reporting around workload, ticket aging, SLA performance, trends, ownership, asset inventory, CMDB health, and other operational metrics. • Work with IT leadership and process owners to identify meaningful KPIs and translate them into actionable ServiceNow reporting. • Improve data quality where necessary to ensure ServiceNow reporting can be relied upon for operational and management decisions. Acquisition & Business Process Integration • Support the onboarding of newly acquired organizations, teams, users, assets, and business processes into the ServiceNow environment. • Assess existing processes and workflows—including SharePoint-based or other legacy workflows—and determine appropriate ServiceNow solutions. • Translate business processes into scalable ServiceNow workflows, catalog items, approvals, integrations, and automation. • Work with stakeholders to gather requirements, validate designs, conduct testing, and coordinate production implementation. • Look for opportunities to