ServiceNow Platform Architect in Genf

Since 1863, the International Committee of the Red Cross (ICRC) has worked to preserve human dignity and relieve suffering caused by war and armed violence.

In collaboration with our Red Cross and Red Crescent partners around the world, we do everything we can to deliver life-saving aid, reconnect families and locate missing people - helping those who need it most, regardless of who they are and what side of the front line they are on.

We engage with authorities and armed forces on all sides, often confidentially, pressing for access to detainees to improve their living conditions and urging compliance with international humanitarian law to protect non-combatants, including from digital threats.

Purpose of the Role

The Service Now Platform Architect is the end-to-end technical and architectural authority for the Service Now platform across the organization.

The role holder defines the platform’s target architecture, hosting strategy and technical roadmap, and remains hands-on in design and development to ensure that what is built matches what is designed.

The role covers the full platform lifecycle, from enterprise and solution architecture to development, integration, deployment and operations, across both self-hosted (on-premise) and Service Now-hosted (cloud) instances.

The Service Now Platform Architect works closely with Enterprise Architects, Product Owners, Project Managers, Security, Infrastructure and Data teams, developers and external partners.

Together, they deliver a secure, scalable and upgradeable platform that aligns with enterprise architecture standards, data protection requirements and business objectives, while keeping technical debt under control.

Main Duties & Responsibilities

• Platform Architecture and

Roadmap: Define and own the target architecture and multi-year technical roadmap, in line with enterprise architecture, IT strategy and Service Now product evolution.

• Hosting and

Infrastructure: Govern hosting strategies across on-premise and Service Now cloud environments.

This covers topology, high availability, disaster recovery, backups, capacity planning, performance and infrastructure maintenance.

• Solution
• Design

Authority: Review and approve solution designs.

Enforce architectural standards, CSDM and out-of-the-box principles, and arbitrate between configuration, customization and custom development.

• Hands-on Development and
• Technical

Leadership: Design, develop and review complex Service Now solutions.

Establish coding standards and reusable patterns, and ensure implementations are maintainable, scalable and upgradeable.

• Integration

Architecture: Design and govern secure integrations with enterprise systems using APIs, Integration Hub, MID Servers and event-driven patterns.

Ensure consistent interface standards, documentation and data flows.

• Data and CMDB Governance: Own the platform data architecture. This includes CMDB, CSDM, discovery, service mapping, data quality, retention and data protection.
• Dev Ops and
• Release

Management: Govern development environments, source control, CI/CD pipelines, Azure Dev Ops integration, automated testing, deployment controls, release traceability and rollback procedures.

• Security, Compliance and
• Risk

Management: Ensure compliance with security policies and data protection requirements.

Achieve this through access controls, encryption, privileged access management, vulnerability remediation, patching and audit traceability.

• Upgrades and
• Lifecycle

Management: Lead platform upgrade planning, impact analysis, regression testing and plugin lifecycle management to maintain compatibility, stability and vendor support.

• Operations and
• Service

Reliability: Oversee platform health, monitoring, performance, licensing, incident and problem management, root cause analysis and continuous improvement.

Coordinate with Service Now Support and third-party providers.

• Operational Readiness and Governance: Define go-live readiness criteria, SLAs, KPIs, alerting, escalation procedures, support models, operational handovers and runbook standards.
• Architecture Standards and

Reviews: Establish and enforce enterprise-wide architectural principles, technical standards and integration policies.

Participate in Architecture Review Boards to validate designs and major changes.

• Documentation and
• Knowledge

Management: Maintain architecture decisions, technical specifications, interface control documents, diagrams, operational procedures, support models and governance artefacts, and review them regularly.

• Technical Leadership and
• Knowledge

Transfer: Lead and coach internal and external developers and engineers.

Coordinate technical training, facilitate the Service Now community of practice and ensure effective knowledge transfer to operational teams.

• Innovation, Sourcing and
• Partner

Management: Evaluate emerging Service Now capabilities and conduct proofs of concept.

Support licensing and hosting assessments, contribute to procurement decisions and oversee managed service provider deliverables.

Education & Professional Background

• Master’s degree in Computer Science, Engineering or a related field, or equivalent experience.
• Service Now Certified System Administrator (CSA) and Certified Application Developer (CAD) required.
• Certified Implementation Specialist (CIS) in one or more modules, and Certified Technical Architect (CTA) or Certified Master Architect (CMA), an asset.
• Enterprise architecture certification (e. g. TOGAF) and cloud or infrastructure certifications an asset.
• ITIL, Dev Ops or Agile certification (e. g. SAFe) an asset.
• Minimum of 10 years’ experience in IT, including at least 5 years in an architecture or technical authority role on enterprise platforms.
• At least 6 years of hands-on experience on the Service Now platform, covering both architecture and development.
• Proven experience designing and operating Service Now in both self-hosted (on-premise) and Service Now-hosted (cloud) environments, including at least one hosting migration, major upgrade or instance consolidation.
• Experience leading technical teams and steering external partners or Managed Service Providers.
• Experience in an international organization or NGO an asset.
• Deep expertise in ITSM, CSM and the Now Platform core (data model, scripting, Flow Designer, Integration Hub, UI Builder, scoped applications).

Working knowledge of other modules (e. g.

ITOM, SPM, Sec Ops, IRM) an asset.

• Solid knowledge of infrastructure topics relevant to self-hosted instances, including databases, load balancing, networking, high availability, backup and disaster recovery.
• Demonstrated expertise in secure platform design (RBAC, ACLs, encryption, SSO/identity integration, data protection principles).
• Ability to translate business needs into pragmatic architecture and to challenge requirements constructively.
• Ability to communicate effectively with both technical and non-technical stakeholders.
• Excellent spoken and written English; French a plus.
• Additional Information
• Type of Contract: Open-ended
• Length of Assignment: Long term assignment
• Activity Rate: 100%
• Start date: January 2027

Please note that the finalization of this recruitment is subject to the validation of the 2027 Pf R.

The ICRC values diversity and is committed to creating an inclusive working environment. We welcome applications from all qualified candidates.

The ICRC values diversity and is committed to creating an inclusive working environment. We welcome applications from all qualified candidates.

Our Values

At the ICRC, we value impact, collaboration, respect, and compassion.

We seek candidates who demonstrate behaviors based on these shared values.

For more information on the ICRC values, please visit this page.

The ICRC values diversity and is committed to creating an inclusive working environment. We welcome applications from all qualified candidates.

• Job Family: Communications / Information Management / Information Technologiesﾠ