ESM Architect

What Working at Hexaware offers:

Hexaware is a dynamic and innovative IT organization committed to delivering cutting-edge solutions to our clients worldwide. We pride ourselves on fostering a collaborative and inclusive work environment where every team member is valued and empowered to succeed.

Hexaware provides access to a vast array of tools that enhance, revolutionize, and advance professional profile. We complete the circle with excellent growth opportunities, chances to collaborate with highly visible customers, chances to work alongside bright brains, and the perfect work-life balance.

With an ever-expanding portfolio of capabilities, we delve deep into and identify the source of our motivation. Although technology is at the core of our solutions, it is still the people and their passion that fuel Hexaware s commitment towards creating smiles.

At Hexaware we encourage to challenge oneself to achieve full potential and propel growth. We trust and empower to disrupt the status quo and innovate for a better future. We encourage an open and inspiring culture that fosters learning and brings talented, passionate, and caring people together.

We are always interested in, and want to support, the professional and personal you. We offer a wide array of programs to help expand skills and supercharge careers. We help discover passion the driving force that makes one smile and innovate, create, and make a difference every day.

The Hexaware Advantage: Your Workplace Benefits

Excellent Health benefits with low-cost employee premium.

Wide range of voluntary benefits such as Legal, Identity theft and Critical Care Coverage

Unlimited training and upskilling opportunities through Udemy and Hexavarsity

Who we are?

At Hexaware Technologies, we are a leading global IT Services company, dedicated to driving digital transformation and innovation for businesses around the world. Founded in 1990, Hexaware has grown into a global trusted partner for enterprises, offering comprehensive AI empowered services including IT Consulting, Application Development, Infrastructure and Cloud Management and Business Process services.

At Hexaware we are a community of creative, diverse, and open-minded Hexawarians creating smiles through the power of great people and technology.

We pride ourselves on our people-centric culture and commitment to sustainability. Our diverse team of over 30,000 professionals across 30 countries is driven by a shared passion for innovation and excellence. We foster a collaborative environment where creativity and continuous learning are encouraged, enabling our employees to thrive and grow.

Overview:

Job Title: ServiceNow Platform Architect (10-15 Years)

Location: McLean, VA

Overview: Seeking a senior ServiceNow Platform Architect with 10+ years’ experience to provide hands-on technical leadership plus platform governance/oversight for an enterprise-scale ServiceNow ecosystem. The role will drive platform architecture, reliability, security, integrations, and operational excellence across a large footprint including 500+ MID Servers, 26+ non-prod instances, complex integrations, Discovery/CMDB, and secrets/credential management.

Key Responsibilities:

• Own platform architecture and roadmap; define standards/guardrails for configuration, customization, data model, integrations, and environment strategy.
• Provide hands-on architecture and troubleshooting for critical production issues (L3), performance bottlenecks, and complex technical escalations.
• Lead architecture for MID Server estate (500+): segmentation, HA, capacity planning, monitoring/alerting, upgrade strategy.
• Define integration patterns and governance for REST/SOAP and middleware platforms (e.g., MuleSoft/Boomi); ensure resiliency, observability, and runbooks.
• Own multi-instance strategy (26+ non-prod): provisioning standards, cloning approach, post-clone controls, configuration baseline/drift management.
• Drive security architecture: role/ACL model, audit readiness, IAM integrations (SAML/OAuth/LDAP/AD), and secure platform practices.
• Architect and govern secrets/credential management (246+ credentials) using HashiCorp Vault/CyberArk, including rotation and compliance.
• Lead performance and scale engineering: health KPIs/SLOs, capacity planning, DB growth controls, job/schedule optimization, APM tooling (Splunk/New Relic).
• Own CMDB/Discovery architecture and governance: identification/reconciliation, data quality, Discovery patterns/schedules, scope/exclusions, data volume management.
• Guide upgrade strategy and platform evolution (testing/validation/rollback); evaluate new capabilities (e.g., Now Assist, RaptorDB).
• Mentor platform admins/engineers; enforce SDLC/release governance and design review practices.
• Strong JavaScript and ServiceNow scripting fundamentals; ability to guide automation and troubleshooting.
• Familiarity with PowerShell/Python/Bash for operational automation.

Detailed Responsibilities include, but not limited to:

Platform Architecture & Governance (Primary):

• Own the ServiceNow platform architecture roadmap aligned to enterprise strategy, security, and scalability requirements.
• Define architecture standards for configuration, customization, data model, integrations, CMDB, and environment strategy.
• Establish governance for SDLC, release management, update set/app deployment strategy, and technical quality gates.
• Review and approve solution designs across modules/teams to ensure reusability, maintainability, and performance.
• Create and maintain reference architectures, patterns, and technical documentation/runbooks.

Enterprise MID Server & Integration Architecture (500+ MID Servers):

• Define target-state architecture for a 500+ MID Server estate (segmentation, HA, clustering, load balancing, scaling).
• Standardizing MID Server build patterns, monitoring/alerting, certificate strategy, and upgrade approach.
• Architect integration patterns (REST/SOAP, eventing, ETL, API gateways) including resiliency, retries, and observability.
• Guide integration platform usage (MuleSoft/Boomi) and establish interface standards, error handling, and runbooks.

Multi-Instance Strategy & Environment Management (26+ Non-Prod Instances):

• Define environment strategy (dev/test/stage/pre-prod), instance provisioning standards, and decommissioning controls.
• Architect cloning strategy and post-clone automation (data protection, credentials, integrations, schedules, emails).
• Establish configuration baselines and drift management across instances.

Security Architecture, IAM & Secrets Management (Vault/CyberArk):

• Define platform security architecture: role model, ACL strategy, data segregation, encryption, and audit controls.
• Architect credential lifecycle management for 246+ integration credentials (rotation, ownership, access controls).
• Own secrets management integration patterns with HashiCorp Vault/CyberArk (policy model, DR/backup, rotation).
• Ensure authentication architecture aligns with enterprise IAM (SAML, OAuth, LDAP/AD) and compliance requirements.

Performance, Scale & Reliability Engineering:

• Define performance engineering standards (indexing strategy, caching, async patterns, job scheduling, DB growth controls).
• Establish platform health KPIs and SLOs; drive proactive monitoring (Splunk/New Relic) and capacity planning.
• Lead performance reviews and remediation plans for bottlenecks across platform, integrations, and MID estate.

CMDB/Discovery Architecture & Data Governance:

• Own CMDB architecture: class model, relationship strategy, reconciliation rules, identification, and data ownership.
• Define Discovery architecture (patterns, schedules, credential strategy, MID assignment model, scope/exclusions).
• Drive CMDB data volume management (archiving/purging strategy) and data quality governance.

Licensing & Platform Financial Governance (ITOM Focus):

• Define license governance model for ITOM and related products; ensure optimized consumption and forecasting.
• Partner with procurement/vendor management on renewals, true-ups, and roadmap planning.

Production Support Architecture & Upgrade Strategy:

• Provide architectural leadership for L3 production support, problem management, and RCA to prevent recurrence.
• Own upgrade strategy (testing approach, regression automation, rollback plans) and platform evolution roadmap.
• Sponsor POCs for new capabilities (e.g., Now Assist, RaptorDB) and define adoption guardrails.

Team Leadership & Stakeholder Management:

• Lead/mentor platform admins and engineers; set technical direction and operational priorities.
• Collaborate with security, infrastructure, network, and application teams to resolve cross-domain issues.
• Communicate architectural decisions, risks, and tradeoffs to leadership and business stakeholders.

Must have skills:

• Bachelor’s degree or equivalent combination of education and experience
• 10+ years overall experience with strong hands-on ServiceNow platform architecture in large enterprise environments.
• Proven experience with ITOM, Discovery, CMDB, and large-scale MID Server deployments.
• Strong integration architecture experience: REST/SOAP, API management; MuleSoft/Boomi preferred; exposure to Kafka/RabbitMQ/ETL is a plus.
• Security/IAM: SAML, OAuth, LDAP/AD; secrets management with HashiCorp Vault and/or CyberArk.
• Performance engineering and observability using Splunk/New Relic (or similar); cloud knowledge (AWS/Azure/GCP) preferred.
• Strong scripting background: JavaScript (plus PowerShell/Python/Bash preferred).

Certifications:

• ServiceNow CSA — Required
• ITIL v4 Foundation — Required
• ServiceNow CAD — Preferred
• ServiceNow CIS (ITOM/Discovery/CMDB or relevant) — Preferred
• HashiCorp Vault Associate / CyberArk — Preferred

What you ll get from us:

Insert employee benefits here e.g.:

Competitive Salary

Company Pension Scheme

Comprehensive Health Insurance

Flexible Work Hours and Hybrid Work Options

XX days paid annual holidays + public holidays.

Professional Development and Training Opportunities

Employee Assistance Program (EAP)

Diversity, Equity, and Inclusion Initiatives

Company Events and Team-Building Activities

Equal Opportunities Employer:

Hexaware Technologies is an equal opportunity employer. We are dedicated to providing a work environment free from discrimination and harassment. All employment decisions at Hexaware are based on business needs, job requirements, and individual qualifications. We do not discriminate based on race including colour, nationality, ethnic or national origin, religion or belief, sex, age, disability, marital status, sexual orientation, parental status, gender reassignment, or any other status protected by law. We encourage candidates of all backgrounds to apply.