Job Overview We are seeking a Service Now Architect to lead the design, governance, and evolution of the Service Now platform.This role serves as the technical authority and strategic owner of the platform, ensuring all solutions are scalable, secure, and aligned with business priorities.The Service Now Architect will play a critical role in post‐go‐live stabilization, platform governance, and long‐term roadmap execution, ensuring Service Now becomes a scalable, enterprise‐grade system of record for IT and business workflows.This role partners with business leaders, IT teams, and developers to define architecture standards, guide implementations, and drive continuous platform maturity and automation.Job Duties and Responsibilities Platform Architecture & Strategy Define and own the end‐to‐end Service Now architecture across all modules and integrations.Develop and maintain a multi‐year platform roadmap aligned to ITSM maturity, automation goals, and business priorities.Lead the transition from initial implementation to a governed, scalable platform operating model.Ensure the platform is optimized for performance, scalability, and long‐term sustainability.Evaluate and recommend new Service Now capabilities and innovations to drive value.Solution Design Design end‐to‐end Service Now solutions for complex business and operational requirements.Create high‐level and detailed architecture designs, including workflow automation, data model and CMDB structure, integration patterns, and translating business needs into scalable technical solutions and blueprints.Ensure designs align with best practices and minimize technical debt.Governance & Platform Standards Establish and enforce Service Now governance, standards, and architectural guardrails.Define and implement development standards, integration frameworks, data and CMDB governance models.Lead architecture review processes (design authority).
Ensure compliance with enterprise architecture, security, and regulatory requirements.Post‐Go‐Live Stabilization & Platform Maturity Lead post‐go‐live stabilization and governance model implementation.Define architecture supporting SLA‐driven ITSM processes, incident, problem, and change process standardization, major incident improvements, and establish a structured operating model for Service Now delivery and support.Identify and remediate platform inefficiencies, technical debt,



and process gaps.Automation & Continuous Improvement Drive architecture for workflow automation and process optimization initiatives.Define reusable patterns to increase automation and reduce manual effort.Enable capabilities such as self‐service, knowledge‐driven support, proactive problem management and align platform initiatives to improve service reliability, SLA performance and user experience.Integration & Enterprise Alignment Define and lead integration strategy between Service Now and enterprise systems.Drive integration expansion roadmap across key platforms (e.g., HR systems, identity, endpoint management tools).
Ensure scalable, secure, and reliable data flows across systems.Collaborate with enterprise architecture, infrastructure, security and data teams.Technical Leadership & Team Enablement Provide technical leadership and direction to developers, administrators, and platform teams.Mentor team members and elevate overall platform capability.Review and approve solution designs and technical implementations.Help establish a high‐performing, internally owned Service Now capability.Oversee architecture across the full lifecycle: requirements, design, build, deploy, optimize.Support large‐scale implementations, upgrades and platform changes.Define release management, upgrade and regression strategies.Ensure platform stability during periods of change and growth.Stakeholder Engagement Act as a trusted advisor to IT leadership and business stakeholders.Facilitate architecture workshops and design discussions.Translate complex technical decisions into business impact.Align technical delivery with business goals and operational priorities.Experience 5-10+ years of IT experience, with 5+ years on the Service Now platform.Proven experience designing and implementing enterprise‐scale Service Now solutions.Prior role as a Senior Developer, Lead Engineer, or Architect.Technical Skills Deep expertise in Service Now platform architecture and data model.ITSM (required); additional modules (ITOM, HRSD, CSM, GRC) preferred.Strong experience with integration design (REST, SOAP APIs), workflow automation and process design,



CMDB and data architecture.Strong understanding of platform scalability and performance, security architecture and access controls, upgrade and release management.Soft Skills Strong leadership and decision‐making capability.Excellent communication across technical and executive audiences.Ability to influence stakeholders and drive alignment.Strategic mindset with strong problem‐solving ability.Ability to balance short‐term delivery with long‐term platform integrity.WE VALUE Significant experience in cloud software development: designing, developing and debugging scalable solutions.Experience leading scrum teams or Software Architecture development.Solid understanding of software development fundamentals.Experience with contemporary development tools such as Git, continuous integration and automated testing frameworks.Significant working knowledge of management tools such as Share Point, Jira, Rally and Clarity PPM.Experience working in Dev Ops model.Passion for new technologies and innovation.Conveys specific, observable, and measurable expectations for each assignment, and verifies understanding and agreement on deliverables and timeframes.Benefits Benefits that go beyond Mexican labor law, ensuring your well‐being and peace of mind.A collaborative and inclusive work environment where your contributions are valued.Opportunities for continuous professional growth and skill development through training, mentoring, and challenging projects.Access to cutting‐edge tools, resources, and a supportive team to help you excel.The chance to work with a general, innovative company shaping the future in its industry.Resideo is an equal‐opportunity employer.Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status.For more information on applicable U. S. equal employment regulations, refer to the "EEO is the Law" poster, "EEO is the Law" Supplement Poster and the Pay Transparency Nondiscrimination Provision.Resideo complies with applicable equal employment laws in all countries where we do business.For more information on how we process your information in the job application process, please refer to Recruitment Privacy Notice.If you require a reasonable accommodation to apply for a job, please use Contact Us form for assistance.
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