ServiceNow Solution Architect
Date: Jul 3, 2025
Location: Atlanta, GA, US, 30308
Company: Norfolk Southern Corp.
Requisition 38726: ServiceNow Solution Architect
A resume helps you stand out to hiring managers and recruiters; your resume communicates your experience and your brand. While it is not required, we encourage you to include an up-to-date resume along with a completed job application to give you the best opportunity to be considered. A complete resume helps us to better understand your unique background, relevant experiences, and passions. We look forward to learning about you.
Norfolk Southern offers a unique opportunity to be part of our proud legacy that spans nearly 200 years. We are a customer-centric, operations-driven team dedicated to advancing safety, serving communities, and driving innovation for tomorrow's rail. As part of Norfolk Southern, you’ll join a collaborative team where there are opportunities for growth across the organization. We are building a culture where everyone can thrive by owning and driving exceptional results, being humble and leading with trust, serving our customers with excellence, and collaborating and coaching to win.
Primary Purpose:
Norfolk Southern is seeking a qualified professional ServiceNow Solution Architect. The ideal candidate should have the extensive technical experience and background of contribution, advanced development skills in driving platform governance, and strategic planning. In addition, this range of support includes, but is not limited to, currently deployed ServiceNow application enhancements, implementation of additional ServiceNow applications, third-party application enhancement and implementation, application integrations, upgrades, development team oversight, and day to day operational activities. This individual must be a collaborative, innovative, self-starting team player with the ability to drive continual service improvements with a keen eye towards industry best practices. The candidate will be expected to optimize existing and future capabilities with a service-oriented approach, ensuring fluid and agile deliveries leveraging an extensive background in maturing overall service management practices. This position also requires the skills necessary to be a technical leader who documents the overall platform design and helps to analyze the impact of new requirements. This candidate will be expected to work onsite 3 days per week and work remotely 2 days per week.
Primary Responsibilities:
⦁ Provide overall governance of the configuration and development of the ServiceNow platform as completed by multiple suppliers on an ongoing basis.
⦁ Ensures platform alignment with business and IT strategies.
⦁ Provides consultative technical leadership to the platform team, management, and senior leadership.
⦁ Creates and maintains a detailed documentation including platform architecture, technical design, and implementation details, and support details.
⦁ Provides enterprise-wide technical architecture and implementation strategy for the ServiceNow platform.
⦁ Provides enterprise-wide technical architecture for systems used to support the IT Service Management governance and operations to ensure the correct technical solutions are used when delivering business solutions in reduction of technical debt and best fit for purpose use of products.
⦁ Works closely with enterprise architecture team and product owners to ensure alignment with business needs and NS architecture practices.
⦁ Drives standards and best practices for ServiceNow development and platform management to ensure the ongoing health of the ServiceNow platform.
⦁ Provides peer review of design, code, and solution for configuration and development efforts to ensure compliance with standards.
⦁ Ensure all work adheres to the processes, policies and best practices for development and the platform for NS and ServiceNow.
⦁ Demonstrates a strong background in designing platform governance, ensuring development team alignment, and ensuring that priority demands are effectively executed, alongside the development team, product owner, and SCRUM master.
⦁ Contributes to the design, development, and maintenance of all application features and functions, ITSM, ITOM, HAM,
⦁ Automation Engine, Vulnerability Response, Risk / Third-Party Risk Management, SPM, 3rd party and vendor provided store applications.
⦁ Work with platform engineers to enhance and maintain effective Release Management practices ensuring separation of duties and traceability.
⦁ Administrating the ServiceNow platform to configure, customize, and develop solutions on the platform utilizing the latest technical capabilities.
⦁ Ensuring the health of the platform including security, manageability, upgradeability, and user experience.
⦁ Streamline the platform upgrade process ensuring low risk upgrades to drive N-1 compliance with minimal impact to ongoing development efforts.
⦁ Provide support for ServiceNow upgrades, patching, and new releases ensuring all skips and customizations unchanged are review with each patch and upgrade reverting back to out of the box code / configuration where possible if a customization is no longer required or is now addressed with out of the box configuration.
⦁ Enhance existing out of box and customized platform and portal features and capabilities, including scoped applications and external application integrations.
⦁ Review technical requirements to ensure that they are provided in sufficient detail to be accurately estimated.
⦁ Develop and maintain/enhance existing configuration and NS specific code in ServiceNow.
⦁ Create, configure, and maintain integration endpoints using various authentication methods and maintain ongoing knowledge of available integrations with 3rd party tools.
⦁ Resolve technical escalations, including responding to defects, incidents, and service impacting issues.
Education Required
⦁ Bachelor's degree, preferably in Information Technology
Experience Required
- 5+ years of experience supporting and implementing ServiceNow in a large I.T. environment.
- 3+ years of experience supporting, optimizing and maturing both service management, CMDB, and Asset Management practices.
- Experience with managed service providers aligning ServiceNow support and development to company policies and standards, adherence to SLA’s and contractual commitments.
Technical Skills Preferred
⦁ ServiceNow Xanadu or higher
⦁ Agile (SCRUM) Development Methodology
⦁ Jira and/or ServiceNow Agile
⦁ SDLC Methodology
⦁ ITIL v4 Foundations
⦁ Experience with programming languages, i.e., Javascript, XML, HTML, CSS, Angular, REST
⦁ Knowledge of ServiceNow platform capabilities and features
⦁ (ServiceNow) Strategic Portfolio Management
⦁ (ServiceNow) ITSM
⦁ (ServiceNow) ITOM
⦁ (ServiceNow) Performance Analytics
⦁ (ServiceNow) HAMPro & SAM
⦁ (ServiceNow) SecOps and GRC
⦁ (ServiceNow) Cloud Provisioning and Governance
Experience and Soft Skills Preferred
⦁ Experience as a ServiceNow Architect performing E2E implementation, deployments, and upgrades.
⦁ Interface with technical and non-technical support specialists regarding problem determination and resolution.
⦁ Leverage public speaking skills to deliver presentations and lead discussions and presentations.
⦁ Display high adaptability to continuous changes of objectives and priorities.
⦁ Effective time management that allows efficient scheduling for the entire development process to ensure on time deliveries and hold development team members accountable to deliverables.
Certifications Preferred
⦁ CAMP, CSAM, CITAM, or CHAMP certification from IAITAM
⦁ CMDB/Discovery/Service Mapping Fundamentals
⦁ ServiceNow Certified Admin, Developer, or Implementation Specialist
⦁ Certified ITIL Professional
Work Conditions
Environment: Hybrid on-site (3) days and remote work (2) days per week.
Shift Work: No
On-Call: No
Weekend Work: No
Company Overview
Since 1827, Norfolk Southern Corporation (NYSE: NSC) and its predecessor companies have safely moved the goods and materials that drive the U.S. economy. Today, it operates a customer-centric and operations-driven freight transportation network. Committed to furthering sustainability, Norfolk Southern helps its customers avoid 15 million tons of yearly carbon emissions by shipping via rail. Its dedicated team members deliver more than 7 million carloads annually, from agriculture to consumer goods, and is the largest rail shipper of auto products and metals in North America. Norfolk Southern also has the most extensive intermodal network in the eastern U.S., serving a majority of the country’s population and manufacturing base, with connections to every major container port on the Atlantic coast as well as the Gulf of Mexico and Great Lakes. Learn more by visiting www.NorfolkSouthern.com.
At Norfolk Southern, we believe in celebrating our individuality. By leveraging the unique backgrounds and viewpoints of our employees, we can create a culture of innovation, respect, and inclusion. We know that employees thrive in a workplace where differing viewpoints, ideas, and experiences are freely shared and valued. As such, we encourage all employees to contribute their distinctive skills and capabilities to our organization.
Equal employment opportunities are available to all applicants regardless of race, color, religion, age, sex, national origin, disability status, genetic information, veteran status, sexual orientation, and gender identity. Together, we power progress.
Nearest Major Market: Atlanta
