Technology Architect - ServiceNow Platform Architect / Technical Owner

At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions and enabling the communities we support to grow and succeed.  We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive at every stage of your career. Try new things, learn new skills and discover what you excel at—all from Day One.

U.S. Bank is seeking a Technology Architect to serve as the ServiceNow Technical Owner and Platform Architect for the CSMNOW platform. This role combines enterprise architecture, platform ownership, and business-facing leadership to design, deliver, and operate high-quality ServiceNow solutions that directly support business-line objectives.

The ServiceNow Architect / Technical Owner is a hands-on architect and technical owner who partners closely with business stakeholders, Enterprise Architecture, and engineering teams. This individual will define architectural direction, own platform health and performance, influence governance decisions, and communicate solutions effectively to both technical and non-technical audiences—including presenting and demonstrating solutions to business-line leaders.

Basic Qualifications:

• Bachelor's degree or equivalent work experience

• 10+ years’ experience with the concepts, philosophies and tools behind the design of applications, information and underlying information technologies

• 10+ years of experience developing and implementing applications.

Key Responsibilities:

Architecture & Solution Design

• Serve as the primary architect for the ServiceNow CSMNOW platform, designing system-level and integrated solutions that address complex business needs.

• Collaborate with business-line stakeholders to gather requirements, interpret needs, and determine how the ServiceNow platform can best support desired outcomes.

• Translate business problems into scalable, secure, and automation-driven architectures, prioritizing out-of-the-box (OOB) capabilities where appropriate.

• Design high-level solutions with an understanding of dependent systems, integrations, and enterprise service management processes.

• Formulate and communicate architectural vision, principles, and design objectives to diverse audiences, including senior business stakeholders.

Technical Ownership & Platform Accountability

• Act as the ServiceNow Technical Owner, accountable for the overall health, stability, and evolution of the CSMNOW platform.

• Own and execute all technical owner responsibilities in alignment with bank policy, including timely completion of assignments and audits.

• Manage biannual platform upgrades and monthly patching, ensuring minimal disruption and alignment with business schedules.

• Publish upgrade, patching, and maintenance schedules at least two months in advance and manage conflicts within established timeframes.

• Schedule, execute, and validate quarterly disaster recovery (DR) exercises.

Platform Health, Performance & Reliability

• Ensure platform performance is stable and meets or exceeds industry standards.

• Maintain platform health targets:

  • Security score of 95% or higher

  • Manageability, upgradeability, UX, and performance scores of 90% or higher

• Establish and maintain proactive monitoring using Instance Observer and Event Management to detect and address performance or availability issues.

• Ensure platform services meet a 90% Service Level Objective (SLO).

• Keep plugins and platform services current, reviewing and applying updates monthly.

Governance, Standards & Enterprise Alignment

• Provide technical leadership across the ServiceNow ecosystem by defining and maintaining architecture standards, policies, and best practices.

• Represent CSMNOW interests in technical governance forums, senior developer calls, and platform discussions.

• Partner closely with the Enterprise Architecture team to align platform designs with enterprise strategies and standards.

• Evaluate and recommend tools, technologies, and processes to continuously improve platform quality, security, and scalability.

• Review ServiceNow release notes for each major family upgrade and recommend adoption strategies.

Business Partnership & Change Leadership

• Act as a trusted technology advisor to business-line stakeholders, championing platform capabilities and driving adoption of modern, automated solutions.

• Collaborate with peer organizations, QA teams, and end users to identify and architect cutting-edge workflow and automation solutions.

• Champion change by promoting platform standardization, innovation, and continuous improvement.

• Effectively present and demonstrate solutions to business stakeholders, translating technical concepts into clear business value.

Preferred Qualifications & Experience:

• Demonstrated expertise as a ServiceNow architect or platform owner in an enterprise environment.

• 6+ years of engineering experience in ServiceNow implementations

• Experience implementing ServiceNow’s CSM (FSO preferably) instance and integrating with ITSM.

• ServiceNow Certifications - CSA, CAD, CIS - ITSM, CIS-CSM

• Architect level ServiceNow certification like CMA (preferred) or CTA.

• Experience in information management, hardware infrastructure, and information security architecture.

• Extensive experience with:

  • Service-oriented architecture (SOA)

  • IT standards, policies, and procedures

  • Application delivery processes

  • Business process modeling

  • Product and vendor evaluation

  • Information security management

• Strong ability to influence without authority and operate effectively in a matrix organization.

This role requires working from a U.S. Bank location three (3) or more days per week.

If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants.

Benefits: 

Our approach to benefits and total rewards considers our team members’ whole selves and what may be needed to thrive in and outside work. That's why our benefits are designed to help you and your family boost your health, protect your financial security and give you peace of mind. Our benefits include the following:

• Healthcare (medical, dental, vision)

• Basic term and optional term life insurance

• Short-term and long-term disability

• Pregnancy disability and parental leave

• 401(k) and employer-funded retirement plan

• Paid vacation (from two to five weeks depending on salary grade and tenure)

• Up to 11 paid holiday opportunities

• Adoption assistance

• Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law

Review our full benefits available by employment status here.

U.S. Bank is an equal opportunity employer. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, and other factors protected under applicable law.

E-Verify

U.S. Bank participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E-Verify program is an Internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. Learn more about the E-Verify program.

U.S. Bank will consider qualified applicants with arrest or conviction records for employment. U.S. Bank conducts background checks consistent with applicable local laws, including the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act as well as the San Francisco Fair Chance Ordinance. U.S. Bank is subject to, and conducts background checks consistent with the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA). In addition, certain positions may also be subject to the requirements of FINRA, NMLS registration, Reg Z, Reg G, OFAC, the NFA, the FCPA, the Bank Secrecy Act, the SAFE Act, and/or federal guidelines applicable to an agreement, such as those related to ethics, safety, or operational procedures.

Applicants must be able to comply with U.S. Bank policies and procedures including the Code of Ethics and Business Conduct and related workplace conduct and safety policies.

Posting may be closed earlier due to high volume of applicants.