• Job Title: ServiceNow Platform Architect
• Company: McDonalds in India
• Department: Global Technology – Enterprise Products & Platforms
• Employment Type: Full-Time
• Work Mode: Hybrid/On-site (Location Dependent)
• Experience Required: 10+ Years
• Education: Bachelor’s or Master’s Degree in Computer Science, Information Technology, or a related field
• Role Category: Platform Architecture / Enterprise Technology
• Experience Level: Senior

This opportunity is part of the Global Technology Enterprise Products & Platforms, focused on enabling enterprise-wide services through McDonalds global ServiceNow platform, where our vision is to Always be a people led, product centric, future focused & trusted technology partner of choice.

Responsibilities & Accountabilities:

Platform Architecture and Design:

• Define and evolve the technical architecture for McDonalds ServiceNow platform, including platform design principles, architectural standards, environment strategy, and reusable patterns that support long-term scalability and maintainability.
• Establish platform guardrails for configuration, customization, integrations, security, and data design to ensure product teams and solution architects deliver consistently within approved standards.
• Define platform architecture across key ServiceNow foundational capabilities such as shared services, integration frameworks, portal and experience frameworks, automation enablers, core data structures, and other technical components required to support multiple business solutions.
• Ensure the platform is scalable, secure, resilient, performant, and aligned with enterprise architecture principles and ServiceNow leading practices, balancing standardization, flexibility, speed, and long-term sustainability.
• Create and maintain platform architecture documentation, including architecture diagrams, standards, integration patterns, environment strategy, upgrade considerations, and technical design guidance.
• Define reusable technical patterns, shared services, and platform design approaches, and ensure consistent adoption across implementation teams and suppliers.
• Communicate platform architecture direction effectively to stakeholders, ensuring shared understanding of standards, design decisions, tradeoffs, dependencies, and impacts.
• Serve as the senior architectural leader for platform-level decisions across design, delivery, operations, upgrades, and technical evolution of the ServiceNow environment.
• Lead architecture for platform-level integrations and shared technical services, including APIs, middleware patterns, identity, data exchange, event-driven designs, and other foundational capabilities needed to enable business workflows.
• Own platform architecture decisions related to core data, security model, integration model, development standards, operational supportability, technical debt reduction, and long-term technical sustainability rather than product-specific workflow solution design.

Technology Strategy and Roadmap:

• Collaborate with product leadership, enterprise architecture, and engineering teams to shape the ServiceNow platform strategy and roadmap in alignment with business priorities and enterprise technology direction.
• Identify opportunities to improve platform capabilities, technical consistency, automation, performance, and maintainability by leveraging ServiceNow features, shared services, and adjacent enterprise technologies.
• Lead architectural evaluation and recommendations for platform enhancements, foundational capabilities, technical enablers, and vendor solutions, including business value, technical fit, lifecycle implications, and long-term sustainability.

Collaborate with Cross-Functional Teams:

• Foster collaboration with product managers, solution architects, engineering teams, operations, cybersecurity, enterprise architecture, data teams, and business units to ensure alignment between platform architecture, delivery plans, and business outcomes.
• Provide architectural leadership and guidance across teams and suppliers, ensuring consistent application of platform standards, patterns, and governance requirements.
• Lead regular architecture reviews, design governance forums, and alignment sessions to drive consistency, resolve tradeoffs, and ensure implementation decisions support the long-term health of the platform.

Implementation and Support:

• Partner with engineering, delivery teams, and solution architects to ensure approved platform designs, standards, and guardrails are applied consistently across implementations.
• Guide platform upgrades, release readiness, environment management, performance optimization, and remediation of technical debt to maintain a healthy, supportable, and sustainable ServiceNow platform.
• Support platform delivery through design reviews, issue resolution, dependency management, and operating model discipline to ensure platform stability, upgradeability, and long-term maintainability.

Governance and Compliance:

• Establish and govern platform architecture principles, standards, design reviews, technical policies, and operating model expectations to ensure compliance with enterprise requirements, regulatory expectations, and McDonalds policies.
• Identify platform-level risks, technical debt, design gaps, and operational vulnerabilities, and define mitigation strategies that improve resilience, maintainability, control, and long-term upgradeability.
• Partner with cybersecurity, risk, and enterprise architecture teams to ensure the platform aligns with approved security, privacy, identity, data, and compliance requirements.
• Provide platform governance across initiatives and suppliers, ensuring implementation quality, technical consistency, and alignment to approved architecture, operating models, and ServiceNow leading practices while enabling solution architects to deliver within those guardrails.

Qualifications:

Basic Qualifications:

• 10+ years of experience in platform architecture, enterprise applications, platform engineering, or related technology leadership roles within large-scale, global environments
• 8+ years of experience architecting, governing, and evolving ServiceNow-based platforms across multiple products, workflows, or business capabilities
• Bachelor’s or master’s degree in Computer Science, Information Technology, or a related field
• Strong understanding of ServiceNow platform architecture, core data structures, security concepts, integration patterns, environment strategy, release and upgrade governance, and enterprise application architecture principles
• Demonstrated knowledge of platform governance, technical standards, operating model design, and instance health management in a QSR, retail, enterprise applications, or back-office systems environment
• Knowledge of software engineering and platform delivery practices across the full software development life cycle, including requirements, design, testing, release management, upgrades, and operational support
• Strong knowledge of APIs, integration frameworks, identity and access patterns, data architecture principles, CMDB/CSDM concepts, and enterprise application interoperability
• Experience applying product and agile ways of working, including best practices and lessons learned to standardize and refine delivery approaches
• Highly experienced in working collaboratively with business partners, product teams, solution architects, engineers, and enterprise architects to drive outcomes and solve complex business and technical challenges across a global matrixed organization
• Demonstrated ability to influence platform architecture decisions and provide senior technical leadership across internal teams, suppliers, and implementation partners, with accountability for standards and guardrails rather than product-specific solution design
• Strong communication and interpersonal skills, with the ability to articulate complex technical concepts, architecture tradeoffs, standards, and platform impacts to non-technical and executive stakeholders
• Strong problem-solving and innovation skills to identify, develop, and improve techniques, procedures, services, or products
• Demonstrated ability to create an environment that encourages learning, constructive challenge, thoughtful risk-taking, and continuous improvement through technical leadership and influence.

Preferred Qualifications:

• Relevant ServiceNow and industry certifications are a plus.
• Expertise in architecting and governing enterprise ServiceNow platforms (ITSM, HRSD, CSM, ITOM, SPM, IRM/SecOps, App Engine) with enterprise integrations.
• ServiceNow certifications (CSA, CAD, CIS, CTA, CMA) and strong knowledge of REST/SOAP APIs, Integration Hub, MID Server, and middleware.
• Experience establishing platform architecture, governance frameworks, standards, and operating models for enterprise service management.
• Strong understanding of security, compliance, SaaS governance, including SSO, SAML, OAuth, encryption, and audit controls.
• Proficiency with ITIL, Agile, JIRA, Confluence, platform documentation, CMDB/CSDM, instance strategy, upgrades, and performance optimization.
• Proven ability to collaborate with solution architects, cybersecurity, and delivery teams while driving platform best practices, modernization, and long-term architecture strategy.