Enterprise ServiceNow Architect

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Job Description:

The Enterprise ServiceNow Architect will lead Ryder’s strategic ServiceNow platform architecture, development, and governance efforts across the enterprise. This role will provide deep technical leadership and oversight for ServiceNow design and delivery, ensuring alignment with Ryder’s hybrid cloud strategy and digital transformation goals. The Architect will design scalable, automated, and secure solutions, enabling self-service capabilities and optimizing service delivery across all business and IT domains.

This individual will partner closely with product teams, infrastructure leaders, security, enterprise architects, and application owners to ensure ServiceNow is a strategic, integrated platform supporting ITSM, ITOM, CSDM/CMDB, HR, DevSecOps, and beyond.

This position will also play a critical role in transforming Ryder’s internal Technical Services organization into a high-performing, service-oriented platform support model with robust automation, CSDM/CMDB accuracy, and data-driven decision-making at the core.

RESPONSIBILITIES

• Define and maintain the enterprise architecture for ServiceNow, ensuring scalable, maintainable, and performant configurations and customizations.
• Own the platform roadmap and lifecycle strategy for ServiceNow, aligned to Ryder’s Hybrid Cloud and automation strategy.
• Establish architectural standards, guardrails, best practices, and governance structures to drive consistency across modules and implementations.
• Evaluate and implement platform innovations, including AI/ML features, Virtual Agent, ServiceNow App Engine, and other enterprise workflows.
• Act as a ServiceNow thought leader, evangelizing the platform’s potential across business and IT leadership.
• Translate business needs into scalable, reusable solutions within ServiceNow.
• Architect and support integrations between ServiceNow and other enterprise systems (e.g., Azure, AWS, SolarWinds, CMDB, identity platforms).
• Define reference architectures and reusable patterns for ITSM, ITOM (Discovery, Event Management, CMDB), and DevSecOps solutions.
• Ensure quality assurance across development work and third-party contributions.
• Provide technical oversight and guidance on system performance, scalability, and maintainability.  
• Establish strong governance processes across platform modules, including change control, data standards, and update sets.
• Partner with IT Operations to ensure high availability, monitoring, backup/recovery, and compliance with ServiceNow release upgrades.
• Lead the platform’s role in enabling a Managed Services model, providing enterprise-wide service delivery and performance metrics.
• Drive CMDB health and accuracy initiatives through Discovery and Service Mapping across hybrid infrastructure.

Additional Responsibilities

• Performs other duties as assigned.

Skills and Abilities

• Exposure to multiple, diverse technologies and processing environments(preferred)
• Effective interpersonal skillsExceptional interpersonal skills, including teamwork, facilitation and negotiation(preferred)
• Effective leadership skills (preferred)
• Demonstrates analytical skillsExcellent analytical and technical skills(preferred)
• Strong verbal and written communication skills (preferred)
• Excellent planning and organizational skills(preferred)
• Knowledge of all components of an enterprise technical architecture(preferred)
• Knowledge of business process re-engineering principles and processes(preferred)
• Basic knowledge of financial models and budgeting(preferred)
• Strong understanding of network architecture and application development methodologies(preferred)
• Strong understanding of SOA, object-oriented analysis and design, and/or client/server systems(preferred)
• Ability to understand the long-term ("big picture") and short-term perspectives of situations(preferred)
• Ability to translate business needs into solution architecture requirements(preferred)
• Ability to estimate the financial impact of solution architecture alternatives(preferred)
• Ability to apply multiple technical solutions to business problems(preferred)
• Ability to quickly comprehend the functions and capabilities of new technologies(preferred)
• SOA design and implementation advanced required
• Software Development Life Cycle and Agile Development advanced req