Intermediate Architect, IT ServiceNow Platform

The Intermediate Architect, IT ServiceNow is responsible for designing, configuring, and evolving the ServiceNow platform to support Carnival Cruise Line’s IT service management and enterprise workflows. This role bridges business needs and technical execution, ensuring scalable, efficient, and user-friendly solutions that enhance service delivery and operational excellence.

Working closely with senior architects, developers, process owners, and managed service partners (e.g., DXC), this role contributes to platform architecture, implements solutions, and drives continuous improvement across modules such as Incident, Request, Change, Problem, Knowledge, and integrations with enterprise systems.

Essential Functions:

Platform Architecture & Design

• Design and implement ServiceNow solutions aligned with enterprise architecture standards and ITIL practices 

• Translate business requirements into scalable technical designs and workflows 

• Contribute to the evolution of the ServiceNow architecture roadmap, ensuring long-term sustainability and performance 

• Ensure platform configurations follow best practices, avoiding unnecessary customization

Development & Configuration

• Configure and develop ServiceNow modules including Incident, Request, Change, Problem, CMDB, and Knowledge 

• Build workflows, business rules, UI policies, client scripts, and integrations 

• Support development of self-service capabilities including service catalog and portal (CarnivalCentral) 

• Assist in building automation and orchestration to reduce manual effort

Integration & Data Management

• Design and support integrations between ServiceNow and enterprise systems (e.g., Azure, monitoring tools, HR systems) 

• Ensure data integrity across CMDB and related systems 

• Participate in data modeling and governance to improve service visibility and reporting

Collaboration & Stakeholder Engagement

• Partner with IT teams, business stakeholders, and managed service providers to gather requirements and deliver solutions 

• Support workshops and working sessions to define use cases and optimize processes

Operational Support & Continuous Improvement

• Support platform performance, upgrades, and release management activities 

• Identify opportunities to improve service delivery through automation and optimization 

• Participate in incident resolution and root cause analysis related to the platform 

• Ensure compliance with security, governance, and audit requirements

Knowledge, Skills & Abilities:

• Scope: Supports enterprise-wide ServiceNow platform used across shoreside and shipboard operations. Impacts IT Service Management processes and end-user experience for thousands of users. Works within a hybrid delivery model including internal teams and managed service partners. Contributes to strategic initiatives such as digital transformation, self-service adoption, and automation.

• Problem solving: Analyses business and technical requirements to design effective solutions. Balances out-of-the-box capabilities vs. customization decisions. Troubleshoots integration, performance, and data-related issues. Identifies process inefficiencies and recommends improvements.

• Impact: Impacts IT Service Management processes and end-user experience for thousands of users.        Improves IT service delivery efficiency and user experience. Enables faster issue resolution and better operational insights. Supports scalability of IT systems as the business grows (ships, guests, employees). Reduces manual effort through automation and self-service.

• Leadership: Influences design decisions and promotes best practices. Collaborates across teams to align technology with business outcomes.

Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or related field or equivalent work experience  required; Masters degree a plus 

• Hands-on knowledge of JavaScript, Glide API, Flow Designer, Script Includes, Client Scripts. 

• Understanding of ITIL v3/v4 and experience applying it within enterprise ServiceNow implementations.

• Familiarity with Agile/Scrum, DevOps pipelines, ATF, and CI/CD practices.

• Ability to link platform decisions to enterprise business objectives and multi-year digital transformation initiatives.

• Ability to analyze platform performance, troubleshoot systemic issues, and translate requirements into scalable solutions.

• Ability to own architectural outcomes while working across delivery, operations, and vendor teams.

• Knowledgeable of platform governance, continuous improvement, and leveraging new ServiceNow capabilities.

• Technical knowledge in Microsoft technologies, essential for guiding strategic IT decisions and providing leadership advice. 

• Understanding of technical and conceptual aspects of mail flow systems and hybrid Active Directory environments.

• Proficiency with a wide range of Microsoft products, emphasizing practical and strategic usage to enhance organizational IT infrastructure.

• Ability to leverage extensive Microsoft technology experience to implement innovative solutions and improvements.

• Proficiency in creating high-quality documentation and diagrams that clearly articulate complex systems and solutions.

• Confident working with stakeholders at all levels

• Ability to think critically, problem solve creatively and perform root cause analysis. 

• Flexibility to adjust to changing priorities and deadlines. 

• Good analytical skills and attention to detail with a strong business sense. 

• Ability to manage tight deadlines, prioritize workload, and achieve effective results. 

• Ability to write comprehensive and concise technical communications (i.e. email, reports, presentations) to be consumed by non-technical individuals.   

• Ability to create PowerPoint presentations that are informative and engaging and deliver them to various audiences including management. 

• Good communication, team building, conflict management, and organizational skills. 

• Proven track record of working collaboratively with cross functional teams to achieve common goals and drive results.

• Proficiency in MS Office.

• Ability to quickly learn new technologies and concepts.

• 5+ years Progressive IT experience

• Experience designing and integrating third-party tools (e.g., SAP, Azure AD) via REST, SOAP, or IntegrationHub.

• 3+years Hand on experience as a ServiceNow Architect or Lead Developer

• Experience collaborating with a vendor to create a SOW and managing their scope, delivery, and budget.

• Experience with ServiceNow scripting (JavaScript, Glide APIs) 

• Experience with integrations (REST/SOAP APIs) 

• Experience in ITIL and IT project management via various SDLCs (i.e. Agile, Waterfall, Hybrid, etc.)

• Experience participating on cross-functional teams 

• 1+ year Experience in the cruise and/or travel industry.  (preferred)

Certifications Preferred: 

• Project Management Professional (PMP)-PMI

• Information Technology Infrastructure Library (ITIL) 

• ServiceNow Certified System Administrator (CSA) 

• ServiceNow Certified Application Developer (CAD) or Implementation Specialist 

• Experience with ServiceNow ITSM, ITOM, or HRSD modules 

• Experience working in a large enterprise or managed services environment                                                    

Travel: Less than 25% non-shipboard travel likely

Work Conditions: Work primarily in a climate-controlled environment with minimal safety/health hazard potential.

Physical Demands Must be able to remain in a stationary position at a desk and/or computer for extended periods of time.

This position is classified as “remote.”  As a remote role, it allows employees to work full-time from their home. It may also require regular travel to Carnival headquarters in Miami, FL for in-office collaboration.  Sourcing of candidates is primarily done in Carnival’s remote hubs of Orlando, Tampa, Atlanta, Houston, and Dallas.  If the search is extended past those areas, candidates must be located in one of the following U.S. states:  FL, GA, TX and NC 

Offers to selected candidates will be made on a fair and equitable basis, taking into account specific job-related skills and experience.   

At Carnival, your total rewards package is much more than your base salary. All non-sales roles participate in an annual cash bonus program, while sales roles have an incentive plan. Director and above roles may also be eligible to participate in Carnival’s discretionary equity incentive plan. Plus, Carnival provides comprehensive and innovative benefits to meet your needs, including: 

Health Benefits: 

• Financial Benefits: 
  • 401(k) plan that includes a company match 
  • Employee Stock Purchase plan 
• Paid Time Off 
  • Holidays – All full-time and part-time with benefits employees receive days off for 8 company-wide holidays, plus 2 additional floating holidays to be taken at the employee’s discretion.  
  • Vacation Time – All full-time employees at the manager and below level start with 14 days/year; director and above level start with 19 days/year.  Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 84 hours/year.  All employees gain additional vacation time with further tenure. 
  • Sick Time – All full-time employees receive 80 hours of sick time each year.  Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 60 hours each year.   
• Other Benefits 
  • Complementary stand-by cruises, employee discounts on confirmed cruises, plus special rates for family and friends 
  • Personal and professional learning and development resources including tuition reimbursement  
  • On-site Fitness center at our Miami campus 

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