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ServiceNow Principal Architect

General Information

Ref #:


Travel Amount Required:

Up to 25%

Job Type:

Regular-Full Time


Alpharetta - Georgia - United States, Branchburg - New Jersey - United States, Lowell - Massachusetts - United States, Weston - Florida - United States

Description & Qualifications


UKG’s Enterprise Service Management (ESM) team has seen tremendous growth in the organization’s interest in the ServiceNow platform and is seeking an experienced Principal ServiceNow Engineer/Architect to help be a thought leader in continuing to grow and scale the platform out. The role primarily includes responsibility and ownership of the design of UKG’s CMDB, as it is recognized as a critical component of service management, as well as requiring creative and innovative solutions to onboarding new business units in a scalable manner. All in all, the role will be injected into every aspect of our service delivery lifecycle – from requirement gathering/refinement, process and solution design, implementation, documentation, and training/coaching.

Essential Duties and Responsibilities:
• Act as the subject matter expert for UKG’s CMDB, driving the strategy and architecture of the CMDB, while abiding by ITIL and CSDM framework best practices, and applying governance policies.
• Coach and mentor members of the ESM team, as well as the broader organization on the benefits of an established and well-maintained CMDB.
• Drive standardization and automation across the platform through proactive evaluation of gaps that exist in the current environment.
• Assist business analysts with requirement gathering by providing technical insight and translating business requirements into functional requirements, as the face of the ServiceNow development team.
• Work through requirements that have been gathered to design solutions that not only meet the current needs of stakeholders, but also scale as those stakeholders’ footprints grow on the platform.
• Write and/or review system specifications, including output requirements, flow charts and technical diagrams and logs.
• Participate throughout the entirety of a project’s lifecycle, including preparing project plans, evaluating solutions and scope, helping monitor progress during development, providing support during UAT and Training, and developing the hand-off to operations strategy.
• Expert in patching, migration to new version changes and upgrades. Implementing and configuring ServiceNow inbound email processing, flow designer and API interface



• 10+ years of experience on the ServiceNow platform
• Required platform experience in ITSM and at least 3 other areas including, but not limited to: ITBM, CMDB, ITAM, SAM, service portal, scoped application experience, with CMDB mastery highly preferred
• Extensive experience with APIs /Web services (REST and Soap). Proficiency of JavaScript and common scripting language is a must.
• Able to communicate well and build lasting relationships with stakeholders, as well as ability to translate business requirements into technical design
• Able to anticipate the needs of stakeholders during requirement gathering sessions, and proactively design solutions that leave stakeholders satisfied
• Creative personality, particularly in solution design, to ensure sustainable, scalable solutions are executed within the best practices set forth for the team
• Ability to lead large-scale projects, including team coordination, technical design, and scoping with minimal supervision
• Leader in devising and maintaining the team’s ServiceNow development and process best practice, and ability to mentor others in these areas

Company Overview

Here at UKG, Our Purpose Is People. UKG combines the strength and innovation of Ultimate Software and Kronos, uniting two award-winning, employee-centered cultures. Our employees are an extraordinary group of talented, energetic, and innovative people who care about more than just work. We strive to create a culture of belonging and an employee experience that empowers our people. UKG has more than 13,000 employees around the globe and is known for its inclusive workplace culture. Ready to be inspired? Learn more at

EEO Statement

Equal Opportunity Employer

Ultimate Kronos Group is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws. 

View The EEO Know Your Rights poster and its supplement. 

View the Pay Transparency Nondiscrimination Provision

UKG participates in E-Verify. View the E-Verify posters here.

Disability Accommodation

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email