ServiceNow Platform Architect

About Us

At Jack Henry Associates Inc., we're more than just a technology company - we're a force for good in financial services. We're redefining how community banks and credit unions connect with their customers. Our mission is rooted in people-inspired innovation, empowering financial institutions to deliver seamless, secure, and human-centered experiences.

We deliver cutting-edge solutions that are paving the way for the next generation of digital banking and payments, but our true impact begins with our associates. If you're ready to help transform an industry and grow with a company that values purpose, collaboration, and excellence, then we'd love to meet you. The Role

We're seeking a Senior Staff Platform Architect specializing in ServiceNow to lead the architectural design and integration of ServiceNow solutions to support evolving business needs. This strategic role will work closely with our digital teams to drive innovation and align technology with business outcomes. Key Responsibilities

• Meet with customers to identify requirements and design, configure, test, and deploy ServiceNow solutions.
• Facilitate configuration and customization decisions of the ServiceNow platform.
• Serve as the technical advisor for the company's ServiceNow practice, overseeing all technical aspects of implementations, addressing technical issues, and sharing ideas and solutions.
• Design and architect integrations with client IT Operations Management tools using ServiceNow workflows, scripting, and web services/REST APIs.
• Responsible for promoting the use of ServiceNow and its adoption among internal and external teams.
• Ability to guide the architecture design and implementation of the ServiceNow ITOM suite of tools.
• Serves as the Senior ServiceNow Developer responsible for implementing solution design using best practices.
• Manage and maintain the Configuration Management Database (CMDB) in ServiceNow, applying best practices for population and upkeep.
• Oversee the configuration, development, and integration of ServiceNow Discovery and IT Asset Management, ensuring effective discovery, ingestion, and management of cloud environments and third-party SaaS platforms.
• Implement and optimize ServiceNow Service Mapping capabilities to support seamless service visibility and monitoring.
• Demonstrate experience communicating complex ideas with stakeholders and building collaborative relationships with team members, customers, and other stakeholders.
• Lead operational support, enhancements, and bug fixes as needed to the ServiceNow platform.
• Assist with maintaining the platform, including up-to-date patching, versioning, and platform security.
• Provide technical support to platform team and end users, including troubleshooting, implementing enhancements, and writing knowledge articles.
• Prepare presentations on the architecture and design of the different components of the ServiceNow platform and its practices for technical, operational, and leadership audiences.
• Stay abreast of ServiceNow capabilities, trends, and methodologies.
• Understand the business value needed from ITSM practices and present the ROI results.
• Lead integration discussions, following data management, security, and platform best practices.
• Accountable for KPIs and metrics related to team service levels, project deliverables, and platform performance. Requirements
• 13 years of experience in information technology infrastructure development.
• At least 7 years of combined experience with ServiceNow (ITSM, ITOM, ITAM, CSM, Integrations, & Discovery).
• ServiceNow Certification as a System Administrator, Implementer, or Developer.
• Extensive knowledge and hands-on experience with:
• Public cloud platforms (Azure AWS, GCP)
• Virtualization (VMware)
• Container orchestration (Kubernetes, CI/CD)
• Infrastructure components (server, network, storage)
• Excellent understanding of ServiceNow principles and modules, including:
• Incident, Problem, Change, Request, Service Level Management
• Hardware Asset Management, Software Asset Management
• Event Management, Service Mapping, DevOps
• CMDB/CSDM, Survey, NowAssist, Employee Center
• Service Portal, Reports, and Dashboards
• Solution Design and Architecture: Lead the creation of detailed technical designs leveraging ServiceNow capabilities effectively. Drive thought leadership within the practice to deliver architecturally sound solutions amidst client ambiguity.
• Experience with the implementation of the Customer Service Management module, understanding CSM tables in relation to the Common Service Data Model and Configuration Management Database.
• Understanding of ServiceNow platform architecture and infrastructure components, including cloud services, MID servers, and platform.
• Technical Consultation and Leadership: Serve as an expert advisor, leading solutioning sessions and bridging gaps between disparate organizations with technical expertise and leadership in authentication, connectivity, and system performance. PREFERRED QUALIFICATIONS
• Certified Technical Architect or Certified Master Architect certification.
• Bachelor's Degree in an IT-related discipline.
• Applicable industry-standard certifications preferred (ITIL, Agile, PMP, DevOps).