Technology Architect - ServiceNow Platform Architect / Technical Owner

At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions and enabling the communities we support to grow and succeed.  We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive at every stage of your career. Try new things, learn new skills and discover what you excel at—all from Day One.

Job Description

U.S. Bank is seeking a Technology Architect to serve as the ServiceNow Technical Owner and Platform Architect for the CSMNOW platform. This role combines enterprise architecture, platform ownership, and business-facing leadership to design, deliver, and operate high-quality ServiceNow solutions that directly support business-line objectives.

The ServiceNow Architect / Technical Owner is a hands-on architect and technical owner who partners closely with business stakeholders, Enterprise Architecture, and engineering teams. This individual will define architectural direction, own platform health and performance, influence governance decisions, and communicate solutions effectively to both technical and non-technical audiences—including presenting and demonstrating solutions to business-line leaders.

Basic Qualifications:

• Bachelor's degree or equivalent work experience

• 10+ years’ experience with the concepts, philosophies and tools behind the design of applications, information and underlying information technologies

• 10+ years of experience developing and implementing applications.

Key Responsibilities:

Architecture & Solution Design

• Serve as the primary architect for the ServiceNow CSMNOW platform, designing system-level and integrated solutions that address complex business needs.

• Collaborate with business-line stakeholders to gather requirements, interpret needs, and determine how the ServiceNow platform can best support desired outcomes.

• Translate business problems into scalable, secure, and automation-driven architectures, prioritizing out-of-the-box (OOB) capabilities where appropriate.

• Design high-level solutions with an understanding of dependent systems, integrations, and enterprise service management processes.

• Formulate and communicate architectural vision, principles, and design objectives to diverse audiences, including senior business stakeholders.

Technical Ownership & Platform Accountability

• Act as the ServiceNow Technical Owner, accountable for the overall health, stability, and evolution of the CSMNOW platform.

• Own and execute all technical owner responsibilities in alignment with bank policy, including timely completion of assignments and audits.

• Manage biannual platform upgrades and monthly patching, ensuring minimal disruption and alignment with business schedules.

• Publish upgrade, patching, and maintenance schedules at least two months in advance and manage conflicts within established timeframes.

• Schedule, execute, and validate quarterly disaster recovery (DR) exercises.

Platform Health, Performance & Reliability

• Ensure platform performance is stable and meets or exceeds industry standards.

• Maintain platform health targets:

  • Security score of 95% or higher

  • Manageability, upgradeability, UX, and performance scores of 90% or higher

• Establish and maintain proactive monitoring using Instance Observer and Event Management to detect and address performance or availability issues.

• Ensure platform services meet a 90% Service Level Objective (SLO).

• Keep plugins and platform services current, reviewing and applying updates monthly.

Governance, Standards & Enterprise Alignment

• Provide technical leadership across the ServiceNow ecosystem by defining and maintaining architecture standards, policies, and best practices.

• Represent CSMNOW interests in technical governance forums, senior developer calls, and platform discussions.

• Partner closely with the Enterprise Architecture team to align platform designs with enterprise strategies and standards.

• Evaluate and recommend tools, technologies, and processes to continuously improve platform quality, security, and scalability.

• Review ServiceNow release notes for each major family upgrade and recommend adoption strategies.

Business Par