[Remote] Intermediate Architect, IT ServiceNow Platform

Note: The job is a remote job and is open to candidates in USA. Carnival Cruise Line is the world’s most popular cruise line, dedicated to delivering safe and memorable vacations. They are seeking an Intermediate ServiceNow Architect to lead the design, development, and enhancement of the ServiceNow platform, ensuring its scalability and alignment with enterprise goals. This role involves collaborating with IT and business functions to optimize platform performance and drive digital transformation initiatives.

Responsibilities

• Collaborates on defining and maintaining scalable and sustainable ServiceNow architecture that aligns with enterprise goals and industry best practices
• Serve as the design governance for the ServiceNow platform across all business units and delivery partners
• Collaborate in the development and management a multi-year roadmap for platform capabilities and module expansion
• Partner with technical and business teams to design and delivery of complex ServiceNow solutions across ITSM, ITOM, CSM, App Engine, and GRC/SecOps modules
• Contribute on to the end-to-end solution architecture for custom applications, third-party integrations, and platform extensions leveraging scoped applications, Flow Designer, IntegrationHub, and low-code/no-code development capabilities within ServiceNow
• Support the design and oversight of the CMDB strategy, including Discovery, Service Mapping, and third-party integrations
• Contribute to the support and optimization of platform performance, including capacity planning, and scalability assessments, and proactive issue resolution to maintain a stable and reliable ServiceNow environment
• Collaborate on backlog grooming, sprint planning, and release management to ensure platform stability and integrity
• Partner with business and service owners to define KPIs, dashboards, and Performance Analytics that enable data-driven decision-making and continuous improvement
• Provide technical mentorship to ServiceNow developers, administrators, and process owners across delivery partners and internal teams
• Collaborates with business leaders to promote platform adoption through education, communication and enablement
• Ensure platform configurations comply with regulatory, SOX ITGC, and security policies
• Collaborate with the ITSM Manager to oversee governance standards, including reusable component frameworks, architectural guardrails, naming conventions, and platform documentation to ensure consistency and compliance across the ServiceNow ecosystem
• Act as a escalation resource for issues encountered
• Provide system support and troubleshooting expertise as needed for designed solutions

Skills

• Bachelor's degree in Marine, Mechanical, Electrical Engineering, Naval Architecture
• Bachelor's degree in Information Technology, Computer Science, or related field or equivalent work experience required; Masters degree a plus
• Strong hands-on knowledge of JavaScript, Glide API, Flow Designer, Script Includes, Client Scripts
• Understanding of ITIL v3/v4 and experience applying it within enterprise ServiceNow implementations
• Familiarity with Agile/Scrum, DevOps pipelines, ATF, and CI/CD practices
• Ability to link platform decisions to enterprise business objectives and multi-year digital transformation initiatives
• Ability to analyze platform performance, troubleshoot systemic issues, and translate requirements into scalable solutions
• Ability to own architectural outcomes while working across delivery, operations, and vendor teams
• Knowledgeable about platform governance, continuous improvement, and leveraging new ServiceNow capabilities
• Technical knowledge in Microsoft technologies, essential for guiding strategic IT decisions and providing leadership advice
• Understanding of technical and conceptual aspects of mail flow systems and hybrid Active Directory environments
• Proficiency with a wide range of Microsoft products, emphasizing practical and strategic usage to enhance organizational IT infrastructure
• Ability to leverage extensive Microsoft technology experience to implement innovative solutions and improvements
• Proficiency in creating high-quality documentation and diagrams that clearly articulate complex systems and solutions
• Confident working with stakeholders at all levels
• Ability to think critically, problem solve creatively and perform root cause analysis
• Flexibility to adjust to changing priorities and deadlines
• Good analytical skills and attention to detail with a strong business sense
• Ability to manage tight deadlines, prioritize workload, and achieve effective results
• Ability to write comprehensive and concise technical communications (i.e. email, reports, presentations) to be consumed by non-technical individuals
• Ability to create PowerPoint presentations that are informative and engaging and deliver them to various audiences including management
• Good communication, team building, conflict management, and organizational skills
• Proven track record of working collaboratively with cross functional teams to achieve common goals and drive results
• Proficiency in MS Office
• Ability to quickly learn new technologies and concepts
• 5+ years: Progressive IT experience, Experience designing and integrating third-party tools (e.g., SAP, Azure AD) via REST, SOAP, or IntegrationHub
• 3+ years: Experience as a ServiceNow Architect or Lead Developer
• Experience collaborating with a vendor to create a SOW and managing their scope, delivery, and budget, Participating in cross-functional technology teams, Experience in ITIL and IT project management via various SDLCs (i.e. Agile, Waterfall, Hybrid, etc.)
• 1+ year: Experience in the cruise and/or travel industry
• Project Management Professional (PMP)-PMI
• Information Technology Infrastructure Library (ITIL)

Benefits

• Cost-effective medical, dental and vision plans
• Employee Assistance Program and other mental health resources
• Company paid term life insurance and disability coverage
• 401(k) plan that includes a company match
• Employee Stock Purchase plan
• Holidays – All full-time and part-time with benefits employees receive days off for 8 company-wide holidays, plus 2 additional floating holidays to be taken at the employee’s discretion.
• Vacation Time – All full-time employees at the manager and below level start with 14 days/year; director and above level start with 19 days/year. Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 84 hours/year. All employees gain additional vacation time with further tenure.
• Sick Time – All full-time employees receive 80 hours of sick time each year. Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 60 hours each year.
• Complementary stand-by cruises, employee discounts on confirmed cruises, plus special rates for family and friends
• Personal and professional learning and development resources including tuition reimbursement
• On-site Fitness center at our Miami campus

Company Overview