Lead/Senior ServiceNow Platform Architect

At Nielsen, we are passionate about our work to power a better media future for all people by providing powerful insights that drive client decisions and deliver extraordinary results. Our talented, global workforce is dedicated to capturing audience engagement with content - wherever and whenever it’s consumed. Together, we are proudly rooted in our deep legacy as we stand at the forefront of the media revolution. When you join Nielsen, you will join a dynamic team committed to excellence, perseverance, and the ambition to make an impact together. We champion you, because when you succeed, we do too. We enable your best to power our future.

We are seeking an experienced and visionary ServiceNow Solutions Architect to lead the design and implementation of innovative ServiceNow solutions that drive efficiency, automation, and value across our organization. In this role, you will act as the technical authority, , responsible for translating business requirements into robust and scalable ServiceNow architectures. You will collaborate with stakeholders at all levels, guide development teams, and ensure that our ServiceNow platform strategy aligns with our overall enterprise goals.

Key Responsibilities:

• Strategic Solution Design: Architect end-to-end solutions on the ServiceNow platform, encompassing various modules (ITSM, CMDB/Discovery, Integration Hub, ITOM, HRSD, App Engine, SPM etc.) to meet complex business needs.
• Technical Leadership & Governance: Provide expert technical guidance, mentorship, and oversight to ServiceNow developers and administrators. Establish and enforce development best practices, coding standards, and platform governance.
• Platform Roadmap & Innovation: Contribute to the ServiceNow platform roadmap, staying current with new platform capabilities, industry trends, and emerging technologies. Identify opportunities for innovation and platform optimization.
• Solution Design: Lead technical design workshops with business stakeholders. Translate complex business processes into technical solutions using out-of-the-box features where possible, reserving customizations only for critical requirements. .
• Integration Architecture: Design and oversee the implementation of integrations between ServiceNow and other enterprise systems, ensuring data integrity, security, and optimal performance.
• Platform Governance, Risk Management & Best Practices: Define, champion, and enforce ServiceNow architectural standards, design patterns, development best practices, code quality protocols, instance upgrade strategies, deployment processes and platform governance policies across the organization. Ensure solutions are secure, scalable, maintainable, and performant. Identify and mitigate architectural risks.
• CMDB & CSDM Strategy: Play a pivotal role in defining and maturing our Configuration Management Database (CMDB) and Common Service Data Model (CSDM) strategy and implementation.
• Proof of Concepts & Prototyping: Lead and develop proof-of-concept (PoC) initiatives and prototypes to evaluate new ServiceNow features or complex solution designs.
• Quality Assurance & Testing: Define and support testing strategies to ensure solutions are high-quality, reliable, and meet business requirements.
• Documentation: Create and maintain comprehensive architectural documentation, including solution designs, technical specifications, and decision logs.
• Stakeholder Management: Effectively communicate complex technical information to both technical and non-technical audiences, including senior leadership. Build strong relationships with key stakeholders.
• Mentorship & Leadership: Act as a technical mentor to ServiceNow developers and administrators, conducting code reviews and guiding them on platform best practices. 
• Innovation & AI Strategy: Stay current with semi-annual ServiceNow releases and explore how new platform innovations, including GenAI capabilities, can optimize existing workflows.

• Education: Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field. Equivalent experience will be considered.
• Experience: 10+ years of direct, hands-on experience with the ServiceNow platform.
• Proven track record in a ServiceNow Architect role, designing and delivering complex, enterprise-scale ServiceNow solutions.
• ServiceNow Certifications (Essential):
• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Application Developer (CAD)
• Preferably ServiceNow Certified Implementation Specialist (CIS) certifications (e.g., ITSM, ITOM, Discovery,HRSD, SPM, Service Mapping).

Technical Skills:

• Deep understanding of the ServiceNow platform architecture, including data model, security, workflow, and application development.
• Expertise in ServiceNow scripting (JavaScript, Glide APIs, Business Rules, Client Scripts, UI Actions, Script Includes).
• Proficiency with ServiceNow integration capabilities (IntegrationHub, eBonding, REST/SOAP APIs, MID Server).
• Strong knowledge of CMDB/CSDM principles and implementation best practices.
• Experience with ServiceNow Automated Test Framework (ATF).
• Familiarity with web technologies (HTML, CSS, Angular, Jelly).

Soft Skills:

• Exceptional analytical, problem-solving, and strategic thinking abilities.
• Excellent communication, presentation, and interpersonal skills.
• Ability to lead and mentor technical teams.
• Strong organizational skills and ability to manage multiple priorities.
• Proactive and self-motivated with a passion for continuous learning.

• Preferably ServiceNow Certified Technical Architect (CTA) or Certified Master Architect (CMA).
• Experience with Agile/Scrum methodologies.
• Knowledge of ITIL frameworks (Foundation or higher certification is a plus).
• Experience in specific industries relevant to Nielsen is welcome.
• Experience with Performance Analytics, Reporting, and Dashboards in ServiceNow.

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