Job Description

ServiceNow Architect – Enterprise Case Management (HRSD, S2P, Finance & ESM)

Position Type: Contract to Hire - Remote

Level: Experienced

Job Summary

Astrica ServiceNow Architects are the cornerstone of our technical delivery, bringing deep expertise in enterprise architecture, ServiceNow platform design, and cross-functional service delivery solutions. This role focuses on designing and implementing enterprise case management capabilities across HR Service Delivery (HRSD), Source-to-Pay (S2P), Finance Case Management, Enterprise Service Management (ESM), and IT Service Management (ITSM).

The Architect will partner closely with internal platform leadership to accelerate delivery, establish reusable enterprise patterns, and guide implementation teams through complex architectural decisions. This is a hands-on architecture role that combines solution design, technical leadership, governance, and implementation expertise to deliver scalable, upgrade-safe ServiceNow solutions.

Astrica Architects are key contributors to project success, internal knowledge sharing, technical mentorship, and long-term client value realization.

What you'll do:

Dazzle clients! Partner with customer stakeholders, architects, and delivery teams to design and implement enterprise case management solutions across HR, Finance, Procurement, and IT service domains.
Influence! Define scalable architectural patterns for shared intake, case orchestration, lifecycle management, and cross-functional service delivery while guiding technical teams on best practices and implementation approaches.
Accelerate delivery! Lead discovery workshops, design sessions, and whiteboarding exercises, providing practical recommendations and real-world implementation experience to help customers avoid common ServiceNow implementation pitfalls.
Drive quality! Ensure solutions align with ServiceNow best practices, CSDM standards, governance requirements, and upgrade-safe design principles while proactively identifying risks and recommending mitigation strategies.
Lead implementation efforts! Provide hands-on guidance and oversight for Flow Designer, Workflow Data Fabric, Universal Request, integrations, data modeling, and enterprise case management configurations.
Guide strategic decisions! Advise stakeholders on data architecture, intake strategies, system-of-record versus system-of-engagement considerations, case routing models, and cross-domain service delivery design.
Mentor and collaborate! Direct and support development resources throughout the project lifecycle, conduct solution reviews, provide technical coaching, and collaborate with internal architects to ensure successful project outcomes.

What you bring:

7+ years of ServiceNow platform experience, including experience serving as a ServiceNow Architect, Lead Consultant, or Senior Implementation Lead on enterprise-scale deployments.
Proven experience delivering multi-module ServiceNow implementations, including HR Service Delivery (HRSD), ITSM, Finance Case Management, Enterprise Service Management (ESM), and Procurement or Source-to-Pay (S2P) solutions.
Hands-on experience designing and implementing enterprise case management architectures, including shared intake models, cross-domain case orchestration, lifecycle management, and service delivery standardization.
Demonstrated expertise with Workflow Data Fabric, Universal Request, Flow Designer, integrations, data modeling, and enterprise workflow automation.
Strong understanding of enterprise architecture principles, including data federation versus replication strategies, intake channel design, routing frameworks, and scalable service delivery models.
Experience leading discovery workshops, architecture reviews, requirements sessions, and technical design discussions while effectively communicating complex concepts to both technical and business stakeholders.
Ability to lead and mentor technical resources, review solution designs, provide implementation guidance, and ensure adherence to ServiceNow best practices and architectural standards.
A passion for helping customers maximize platform value through reusable patterns, scalable designs, process optimization, and continuous improvement.
A collaborative, adaptable, and pragmatic approach to balancing delivery speed with long-term architectural integrity.

Extra Awesome:

Hands-on experience implementing Workflow Data Fabric and Universal Request in enterprise ServiceNow environments.
Experience integrating ServiceNow with enterprise platforms such as SAP, Ariba, SuccessFactors, ERP systems, procurement platforms, and HR technologies.
Strong knowledge of CSDM (Common Service Data Model) and enterprise governance frameworks.
Experience designing and implementing shared service delivery models across HR, Finance, Procurement, and IT organizations.
Prior consulting experience with large-scale system integrators such as Accenture or similar enterprise consulting organizations.
Current ServiceNow certifications including CSA, CAD, and one or more Certified Implementation Specialist (CIS) certifications in HRSD, ITSM, CSM, SPM, ITOM, ITAM, or related product suites.
Experience supporting global enterprise deployments with multiple business units, regions, and service domains.

Work Arrangement

Remote-first team - You can work from wherever you're happiest and most productive. Occasional on-site client visits may be required (up to 10% travel).

What the Work Looks Like

Most of your day will be spent collaborating online, building smart solutions, and occasionally traveling if a project needs you in person. Otherwise, it's you, your laptop, and your favorite coffee mug.

Perks & Benefits

Competitive pay that reflects your skills and certifications
Performance bonuses and annual reviews that celebrate growth
Unlimited vacation + flexible time off
Health, dental, vision, and 401(k) coverage
Career development support and learning incentives

About the Company

At Astrica, we're not just checking boxes—we're reimagining what it means to be a ServiceNow partner. We blend smart automation with human-first change management, and we do it with curiosity, creativity, and a sense of humor. Our team is made up of industry pros who love what they do and believe work should be both impactful and fun.

Astrica is an equal opportunity employer committed to a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.