Principal Platform Owner/Architect-

ServiceNow

(Updated to exclude ITSM/ITOM/ITAM process-specific admin responsibilities)

Position Overview The ServiceNow Principal Platform Owner / Architect is accountable for the strategic direction,

technical architecture, and core administration of the enterprise ServiceNow platform. This role ensures the platform is stable, secure, scalable, and aligned to organizational strategywhile partnering with process-specific administrators who support ITSM, ITOM, ITAM, HRSD, SPM, EA and other operational modules.

This position oversees platform governance, designs cross-platform architecture, manages integrations, maintains the underlying platform health and lifecycle, and administration of platform support.

Key Responsibilities

Platform Ownership & Strategy

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Serve as the accountable owner for the overall ServiceNow platform strategy, roadmap, and lifecycle.

Define and maintain a multi-year platform roadmap aligned to enterprise technology strategy.

Drive adoption of enterprise-wide features, common frameworks, and reusable components across functional modules.

Establish and enforce platform governance, including architectural standards, upgrade policies, integration guidelines, and development best practices.

Partner with process owners and module administrators to ensure strategic alignment of enhancements and demand.

Architecture & Design

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Lead ServiceNow architectural design for cross-functional capabilities, shared components,

and enterprise-level integrations.

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Develop solution architecture for platform-wide initiatives (e.g., CMDB strategy, integrations,

identity/role design).

Ensure architectural alignment with enterprise architecture, security, data governance, and cloud platforms.

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Oversee platform architectural documentation, interface specifications, and integration maps.

Perform technical reviews of work produced across the platform to ensure adherence to standards without owning module-specific process logic.

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Advocate for out of the box solutions where most applicable to each stakeholder group.

Core Administration & Platform Operations

(Excludes ITSM/ITOM/ITAM process configuration work)

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Manage core platform configuration, including, but not limited to o o o o

Platform-level ACLs, roles, groups, and user access governance

MID Servers, Integration Hub, and API credentials

Core tables, dictionary attributes, platform-wide configuration

System properties, certificates, and credentials

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Operate the platform lifecycle to include:

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Coordinate upgrade and patch cycles with stakeholders including ServiceNow and process owners o o o o

Instance cloning strategy and execution

Performance monitoring, capacity management, and health checks

Review release notes for new enhancements to existing modules

Platform release management

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Manage and maintain common foundational components such as:

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CSDM data model and relationships (while module teams maintain specific

CIs/processes)

o o

Single Sign-On and authentication integrations

Flow Designer governance and shared system flows

Enable process teams by maintaining the underlying framework they build on.

Governance, Quality, and Delivery Leadership

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Manage and improve platform governance models, including intake, assessment,





prioritization, and release planning.

Maintain the enterprise backlog for platform-level improvements, technical debt, and enhancements.

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Lead code review standards, ensuring consistent development quality across process-specific teams.

Oversee release management and coordinate deployments across teams without owning module-specific content.

Maintain platform documentation, admin runbooks, architectural diagrams, and support standards.

Stakeholder & Cross-Functional Collaboration

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Partner with ServiceNow process admins/owners and development teams on solution design and alignment.

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Act as the central technical advisor for all teams using the platform.

Provide guidance, enablement, and training on architectural standards, platform capabilities,

and governance practices.

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Communicate platform changes, upgrades, and impacts to stakeholders and leadership.

Participate in Technology Review Board

Qualifications

Required

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8-12years of technical experience with the ServiceNow platform, including administration and architectural leadership.

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ServiceNow Certified System Administrator (CSA)

Robust understanding of ServiceNow platform architecture, data model, and integration patterns.

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Expertise in

o o o o o o o

JavaScript

Angular

Bootstrap

CSS

REST/SOAP integrations and API design

CMDB and CSDM architecture (foundational, not process-specific modeling)

Access control and identity governance

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Experience managing platform upgrades, migrations, and complex instance ecosystems.

Strong understanding of ITIL and enterprise service management principles.

Experience working in an Agile/DevOps environment.

Preferred

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ServiceNow certifications such as CIS (multiple), CAD, or CTA pathway.

Experience in enterprise architecture, security architecture, or cloud integration patterns.

Experience working within an Agile/DevOps environment.

Experience in Life Sciences / Medical Device industry

Key Competencies

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Strategic thinker with the ability to balance architecture with practical implementation.

Strong communicator able to influence cross-functional teams.

Skilled in governance, quality management, and standard-setting.

Analytical and proactive problem-solver.

Able to lead without authority in a federated platform support model.

Role Boundaries (Clarity Statement)

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The ServiceNow Platform Owner/Architect owns platform strategy, architecture,

integrations, upgrades, security framework, and core administration.

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Platform strategy & guardrails, architecture & integrations, access model,

upgrades/clones, performance/health, deployment approvals.

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The ServiceNow ITxM Process Owner & Administrator role owns ITxM process design,

configuration, and outcomes.

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Experience outcomes, process design, module configuration, content taxonomy, ITxM backlog, ITxM testing & adoption,



metrics/XLAs.

Quick Handshake Checklist (when both must engage)

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Design Review (Architecture Management): ITxM PO prepares functional design

Platform Owner approves architecture, access model, integrations.

Security Controls (InfoSec): ITxM PO validates SoD/role usage Platform Owner enforces

ACL/SSO/encryption standards.

Release Readiness (Change/Release): ITxM PO supplies test evidence/UAT Platform

Owner grants deployment approval and schedules windows.

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Upgrade Readiness (Change/Release/Config Mgmt): Platform Owner publishes regression scope ITxM PO validates experience/functionality post-upgrade.

Data/Analytics (Measurement & Reporting): ITxM PO defines metrics/XLAs Platform

Owner ensures data pipeline/performance feasibility.

ServiceNow Platform Owner / Architect /

Administrator RACI Matrix

Roles Included

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Platform Owner (PO) The role you're defining

Process Admins (PA) ITSM / ITOM / ITAM admins

Process Owners (PrO) ITSM, ITOM, ITAM functional leaders

Enterprise Architecture (EA)

Security & Compliance (Sec)

Development/Engineering Team (Dev)

ServiceNow Vendor/Partner (Vendor)

RACI Matrix

1. Platform Governance & Strategy

Activity

PO PA PrO EA Sec Dev Vendor

Define ServiceNow platform strategy & roadmap A/R C

C

C

C

R

R

R

R

C

C

C

C

C

C

C

C

C

C

C

C

C

Establish platform governance & standards

Approve architectural designs and deviations

A/R C

A/R C

Demand intake & prioritization (platform-level) A/R C

2. Architecture & Design

Activity

Design cross-functional platform architecture A/R C

Define integration architecture A/R C

PO

PA

PrO EA Sec Dev Vendor

C

C

R

R

C

C

C

C

C

C

Decide CMDB data model & framework Design access control model (roles/ACLs)

Approve use of new plugins/features

A/R R (module CIs) C

C

C

C

C

R

C

C

C

C

C

C

C

A/R C

A/R C

C

C

- Platform Administration & Operations

Activity

PO

PA

PrO EA Sec Dev Vendor

Manage core system properties & platform configuration

A/R C

I

C

C

R

C

User/role/group governance

A/R C

I

I

I

I

I

C

C

I

C

C

C

I

R

R

R

R

R

C

C

R

C

C

MID Server mgmt & integration infrastructure A/R I

Perform platform upgrades & patches

Clone management (dev/test/prod)

Monitor platform health/performance

A/R C

A/R I

A/R I

I

I

C

R (module

CIs)

CMDB health & taxonomy (not module data) A/R

C

C

C

C

C

- Development & Release Management

Activity

PO

PA

PrO

EA Sec Dev Vendor

Own development standards &

code quality

R (module code)

A/R

I

C

C

R

C

Oversee platform-wide release schedule

A/R C

C

I

C

I

C

R

I

R

R

R

C

C

C

Approve production deployments A/R C

Manage platform-level backlog A/R C

R (module items)

I

- Collaboration & Stakeholder Interaction

Activity

PO PA PrO EA Sec Dev Vendor

Communicate platform changes & impacts

A/R C

A/R R

C

C

C

I

I

I

I

I

Provide architectural guidance to module teams

C

I

C

I

C

I

C

C

R

Conduct training on platform governance & standards A/R C

Vendor management & oversight A/R I

I

I

I

Legend

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R = Responsible Does the work A = Accountable Final decision-maker, owns outcome

C = Consulted Provides input

I = Informed Kept updated

📌 Principal Platform Architect-Servicenow (Gurugram)
🏢 Hollister Global Business Service India
📍 Gurugram