• Provide subject matter expertise and functional support for business applications • Creating User Training content and delivering User Training sessions • Participating in user acceptance testing and other special projects • Providing exceptional client service to users efficiently, effectively, with high quality and in a timely manner • Troubleshoot issues, think beyond the script and finding resolution and root cause analysis • Identify opportunities for tool improvements • Collaborate with other technical support teams, operation teams as well as senior stakeholders worldwide • Prepare and maintain user support documentation

• Implement platform solutions aligned with design principles and strategy • Build partnerships with Product Owners and Developers • Oversee product backlog delivery (enhancements & projects) • Liaise with Solution Architects for guidance • Support testing activities for quality assurance • Ensure reusable knowledge is captured during delivery • Mentor and guide developers

Role Description The ServiceNow Strategic Platform Architect will lead the architectural design and governance of the ServiceNow platform, specifically tailoring the implementation to enhance Commvault's Cyber Resilience, IT Automation, and Cloud-First strategy. This role requires deep expertise in integrating ServiceNow with core systems, especially those related to data protection and security, to drive operational continuity and world-class service delivery. What You'll Do... - Platform Governance: Establish and enforce technical standards, development methodologies (e.g., CI/CD pipelines for ServiceNow deployments), and best practices to ensure a highly scalable, non-customized, and easily upgradable platform. - Integration Expert: Serve as the expert for all complex platform integrations, ensuring seamless and secure data flow between ServiceNow, ERP, HR systems, and Commvault’s proprietary systems. - Technical Leadership: Provide high-level technical guidance to internal development teams and external implementation partners, ensuring solution delivery aligns with the approved architectural blueprint. Qualifications - Bachelor's degree in Computer Science, Information Systems, Information Technology, Software Engineering, Engineering, or a related technical field; or equivalent combination of education and relevant work experience. - Minimum 8+ years of progressive experience in IT, with 5+ years focused on ServiceNow platform design and architecture in a large enterprise environment. - Demonstrated experience in a Cloud/Hybrid IT environment is mandatory. - Proven experience integrating ServiceNow with security tools, monitoring systems, and Data Protection/Data Resilience platforms (direct experience with Commvault integration is a significant advantage). - Deep Architectural Knowledge: Expert understanding of the ServiceNow platform architecture, including multi-instance strategies, tenant separation, and the principles of the Common Service Data Model (CSDM). - Workflow & Automation: Expert-level proficiency in Flow Designer, IntegrationHub, and Orchestration for advanced automation use cases. - Core Module Depth: Expert design knowledge in: - IT Service Management (ITSM): Incident, Problem, Change, Service Catalog. - IT Operations Management (ITOM): Discovery, Event Management, Service Mapping. - Security Operations (SecOps): SIR and VR. - Scripting: Advanced proficiency in JavaScript (server-side and client-side) and complex API manipulation (REST/SOAP). Requirements - ServiceNow Certified System Administrator (CSA) - required - ServiceNow Certified Implementation Specialist (CIS) in at least 3 of the following: ITSM, ITOM, SecOps, or HRSD - preferred - ITIL v4 Foundation - required - Certified Technical Architect (CTA) or Certified Master Architect (CMA) program completion strongly preferred Benefits - Continuous professional development, product training, and career pathing - An inclusive company culture, opportunity to join our Employee Groups - Generous benefits supporting your health, financial security, and work-life balance - Employee stock purchase plan (ESPP)

• Provide technical and architectural guidance on a ServiceNow-based enterprise application that connects physical access control systems with identity, HR, and IT workflows. • Advise on data models, integration patterns, and workflow design for identity lifecycle management, badge/credential provisioning, approval routing, and access governance processes. • Evaluate proposed technical designs against ServiceNow platform best practices, upgrade-safety principles, and scoped-application development standards. • Advise on integration approaches with physical access control systems (PACS) and upstream HR/identity systems, via REST/SOAP and related integration patterns. • Review requirements and technical documentation, identifying gaps, risks, and open questions; participate in design workshops with the product and engineering team. • Provide guidance on compliance, audit, and governance requirements relevant to physical and logical access management (e.g., access certification, audit trails, data retention, regulated environments). • Advise on test strategy and quality practices appropriate for a platform application, including functional, integration, and automated testing approaches. • Stay current on access control industry standards, vendor ecosystems, regulatory considerations, and market trends, and share informed perspective with internal stakeholders.