Senior Manager - ServiceNow Platform Architect

Digital Next :: Senior Manager - IT ServiceNow Architect

About KPMG in India

KPMG entities in India are professional services firm(s). These Indian member firms are affiliated with KPMG International Limited. KPMG was established in India in August 1993. Our professionals leverage the global network of firms, and are conversant with local laws, regulations, markets and competition. KPMG has offices across India in Ahmedabad, Bengaluru, Chandigarh, Chennai, Gurugram, Jaipur, Hyderabad, Jaipur, Kochi, Kolkata, Mumbai, Noida, Pune, Vadodara and Vijayawada.

KPMG entities in India offer services to national and international clients in India across sectors. We strive to provide rapid, performance-based, industry-focused and technology-enabled services, which reflect a shared knowledge of global and local industries and our experience of the Indian business environment.

 

 

ROLE SUMMARY

We are seeking an experienced and visionary Service & Platform Architect to lead the architecture, design, and governance of our enterprise ServiceNow platform. This senior individual will serve as the definitive platform authority — owning end-to-end service delivery across ITSM, HR Service Delivery (HRSD), Strategic Portfolio Management (STP/SPM), and IT Operations Management (ITOM), while driving platform-wide standards, best practices, and operational excellence.

The ideal candidate brings deep, hands-on expertise across multiple ServiceNow modules combined with the strategic acumen to guide stakeholders, mentor architects, and translate complex business requirements into scalable, future-proof platform solutions.

KEY RESPONSIBILITIES

Platform Architecture & Governance

• Define and own the overarching platform architecture vision, roadmap, and technical strategy across all ServiceNow modules.
• Establish and enforce platform-wide governance frameworks, architecture review boards, and design standards.
• Lead end-to-end solution design for complex, multi-module implementations ensuring integration coherence and scalability.
• Drive platform health including instance hygiene, technical debt management, upgrade readiness, and performance optimization.
• Ensure alignment of the platform strategy with organizational goals, compliance requirements, and evolving business needs.

 

ITSM — IT Service Management

Architect and govern ITSM processes including Incident, Problem, Change, Service Request, and Knowledge Management.

• Design service catalog structures, SLA frameworks, and workflow automation to drive operational efficiency.
• Lead the optimization of ITSM processes to improve MTTR, first-call resolution, and overall service quality.

 

HRSD — HR Service Delivery

• Architect HR Service Delivery solutions encompassing Employee Service Center, Case & Knowledge Management, and Lifecycle Events.
• Design cross-departmental HR workflows integrating ServiceNow with HRIS platforms and enterprise identity systems.
• Ensure compliance with data privacy regulations (GDPR, local labor laws) within HRSD configurations.

 

STP / SPM — Strategic Portfolio Management

• Lead the architecture of Strategic Portfolio Management including Demand Management, Project Portfolio, Resource Management, and Agile Development.
• Design integration points between STP and financial systems, ITSM processes, and enterprise reporting platforms.
• Enable portfolio-level visibility and governance through dashboards, reporting, and workflow automation.

 

ITOM — IT Operations Management

• Architect ITOM capabilities including Discovery, Service Mapping, Event Management, and CMDB design.
• Drive CMDB data quality initiatives ensuring accuracy of CI relationships and service models.
• Integrate ITOM data with ITSM processes to enable AI-driven incident correlation and proactive operations.

 

Mentorship & Leadership

• Provide technical leadership and mentorship to a team of module-specific architects and senior developers.
• Conduct architecture reviews, design walkovers, and code/configuration reviews to uphold platform standards.
• Define career development frameworks and growth paths for junior and mid-level platform architects.
• Act as the escalation point for complex architectural challenges across all platform domains.
• Collaborate with delivery leads, product owners, and business stakeholders to align on solution approaches.

 

Stakeholder & Service Management

• Serve as the primary technical liaison between business stakeholders, IT leadership, and the ServiceNow platform team.
• Own end-to-end service management for all platform-delivered capabilities — from intake and design through delivery and post-go-live support.
• Participate in and influence vendor roadmap discussions, ServiceNow CAB interactions, and partner engagements.
• Drive continuous improvement by analyzing platform metrics, user feedback, and operational KPIs

• Experience

• 15+ years of total professional experience in IT, with a minimum of 10 years working hands-on with the ServiceNow platform.
• Demonstrable experience as a lead or principal architect on at least two of the following: ITSM, HRSD, STP/SPM, ITOM.
• Proven track record of architecting and delivering large-scale, multi-module ServiceNow implementations in enterprise environments.
• Experience mentoring junior architects, module leads, or developers — including conducting reviews, setting standards, and driving architectural decisions collaboratively.
• End-to-end service ownership experience: from requirement gathering and solution design through delivery, hypercare, and steady-state operations.
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• Technical Skills

• Deep expertise in ServiceNow platform architecture including scoped applications, domain separation, integration patterns, and instance strategy.
• Strong command of ServiceNow scripting (Business Rules, Script Includes, Client Scripts, Flow Designer, IntegrationHub).
• Proficiency in designing and managing CMDB, service models, and discovery configurations.
• Hands-on experience with ServiceNow integrations using REST/SOAP APIs, MID Server, and third-party connectors.
• Understanding of enterprise architecture frameworks (TOGAF, ITIL 4) and their application in platform governance.
• Familiarity with cloud infrastructure concepts (AWS, Azure, GCP) as they relate to ITOM and platform hosting.
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• Certifications (Required / Preferred)

• ServiceNow Certified System Administrator (CSA) — Required
• ServiceNow Certified Implementation Specialist (CIS) in ITSM — Required
• CIS in one or more of: HRSD, ITOM, SPM/STP — Strongly Preferred
• ServiceNow Certified Application Developer (CAD) — Preferred
• ITIL 4 Foundation or above — Preferred
• TOGAF or equivalent enterprise architecture certification — Advantageous

PREFERRED QUALIFICATIONS

• Experience working in large, multi-tower enterprise environments with complex stakeholder landscapes.
• Exposure to ServiceNow Now Intelligence, AI/ML capabilities, and Predictive AIOps.
• Prior experience as a Platform Owner or Platform Lead with P&L or service-level accountability.
• Familiarity with Agile/SAFe delivery methodologies as applied to platform product management.
• Experience interfacing with Global Business Services (GBS) or Shared Services teams for HRSD or ITSM delivery.

 

WHAT WE OFFER

• A high-impact, senior-level platform leadership role with enterprise-wide visibility.
• Opportunity to shape the platform strategy and architecture standards across a large, complex organization.
• A collaborative environment with access to the latest ServiceNow capabilities and innovation programs.
• Competitive compensation, performance bonuses, and comprehensive benefits.
• Investment in continuous learning including certifications, conferences, and ServiceNow events.

Education : ME/MTech/BE/BTech/MCA/BCA/MSC/BSC with min of 6+ Years of relevant experience.

Equal employment opportunity information

KPMG India has a policy of providing equal opportunity for all applicants and employees regardless of their color, caste, religion, age, sex/gender, national origin, citizenship, sexual orientation, gender identity or expression, disability or other legally protected status. KPMG India values diversity and we request you to submit the details below to support us in our endeavor for diversity. Providing the below information is voluntary and refusal to submit such information will not be prejudicial to you. 

 

Experience Level

Senior Level