Sr. Manager, ServiceNow Architect

Date Posted:

2025-09-08

Country:

United States of America

Location:

OT999: 1CP - Farmington, CT One Carrier Place, Farmington, CT, 06032 USA

Would you like to join a truly international, talent driven company that values Safety, Ethics, Quality, Innovation and Employee Opportunity?

Elevate your impact with Otis! We’re on the lookout for a dynamic Senior Manager ServiceNow Architect to take the lead in shaping our ITSM architecture and platform strategy. This high-profile role demands a seasoned expert in the ServiceNow ITSM suite, boasting strong integration skills and platform governance experience. You’ll drive architectural innovation, steer cross-functional teams, and ensure seamless enterprise system integrations, all while upholding top-tier scalability, performance, and best practices.

On a typical day you will:

• Serve as the ServiceNow ITSM Architect, owning solution design, strategy, and roadmaps aligned with ITIL and business objectives.

• Lead platform governance, managing standards, scalability, upgrades, and health.

• Oversee and drive end-to-end integrations between ServiceNow and enterprise applications (e.g., CMDB, APM, HR, monitoring tools).

• Collaborate with stakeholders to gather requirements, define solutions, and provide technical leadership for platform-wide initiatives.

• Provide strategic direction for the ServiceNow platform, including ITSM, CMDB, Discovery, and additional modules (e.g., CSM, HAM/SAM, ITOM).

• Mentor and lead development teams, solution architects, and administrators, ensuring alignment with best practices and architectural standards.

• Evaluate and implement new features, plugins, and applications in ServiceNow.

• Drive continuous improvement and innovation across the platform, including process automation and performance enhancements.

• Act as an escalation point for complex technical issues and provide root cause analysis and resolution.

What you will need to be successful:

• 8+ years of experience with ServiceNow, including 5+ years in architecture or platform leadership role

• Proven experience architecting and delivering ServiceNow ITSM solutions at an enterprise level

• Strong background in ServiceNow platform architecture, development, and governance

• Hands-on experience with integration technologies (e.g., REST/SOAP APIs, MID Server, Integration Hub, etc.)

• Solid understanding of ITIL processes and frameworks; ITIL v4 certification preferred

• Experience with CMDB, Discovery, and CSDM is highly desirable

• Strong communication and stakeholder management skills

• Experience leading ServiceNow platform teams and managing platform roadmaps

• Exposure to modules beyond ITSM, such as ITOM, SecOps, or HRSD

• Experience with Agile/Scrum methodologies

• Familiarity with cloud environments (e.g., AWS, Azure) and enterprise service management strategies

Additional Comments:

Given the nature of the position, Otis Elevator does not support sponsorship, e.g. H-1B or TN petitions/applications, for this position. 

What we offer:

• We offer a 401(k) plan with a generous company match and an automatic retirement contribution for your future financial security from day one of your employment, you and your eligible dependents will receive comprehensive medical, prescription drug, dental, and vision coverage. 

• Enjoy three weeks of paid vacation, along with paid company holidays 

• We provide paid sick leave, employee assistance, and wellness incentive programs to support your well-being. 

• Life insurance and disability coverage to protect you and your family. 

•  Voluntary benefits, including options for legal, pet, home, and auto insurance. 

• We offer generous birth/adoption and parental leave benefits, as well as adoption assistance, to support growing families. 

• Pursue your educational goals with our tuition reimbursement program. 

• Recognize and be recognized! We celebrate service anniversaries and offer spot performance bonus opportunities to show our appreciation. 

The salary range for this role is $136,800 - $188,100. We may ultimately pay more or less than the posted range, and the range may change in the future.  Pay within the salary range will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, and business or organizational needs.