What Does A ServiceNow Architect Do?

Yo! CJ here from the CJ & The Duke podcast, back for issue #2 of ServiceNow Success w/CJ and today we’re talking about the job of a ServiceNow Architect. I get asked a lot - even by clients - What does a ServiceNow Architect do and why do I need one?

Let’s explore!

So…what does a ServiceNow Architect do? Ask a dozen people and get a dozen answers on this one but for me, it comes down to a few things.

A ServiceNow Architect:

Creates value by minimizing mistakes and amplifying success.
Creates a scalable, sustainable, and successful instance.
Serves as the advocate of the instance and the driver of success for the project/program.

Let’s take these one at a time.

1) What does it mean to “Create value by minimizing mistakes and amplifying successes”?

Minimizing mistakes means to bring my knowledge, history, and experience to the project and use it to prevent the typical (and not so typical) mistakes often experienced in ServiceNow projects. Experience is a great teacher and after a few projects, you start to recognize how to dodge failure and perpetuate success. This is an essential skill to develop. Expertise is not just learned skills, it’s instinct and experience as well. Don’t ignore them.

Amplifying success is the other side to that coin. As a ServiceNow Architect, my presence is a force multiplier for the project. Whatever we were doing, adding me allows us to do it better, more efficiently, and more effectively by:

Keeping developers out of meetings and focused on delivery.
Aligning the platform road map with best practices and the desires of the business.
Converting internal skeptics from critics to advocates by convincing them of the power of the platform.
Being a flexible, understanding, and a dogged advocate of your ServiceNow program.

If I’m doing my job, the esteem of the platform grows internally, the outcomes of the platform can be measured objectively, and the desire to grow the platform increases exponentially.

2) What about ‘creating a scalable, sustainable, and successful instance’?

This is easy. Best Practice. Best Practice. Best Practice. Remember Homer’s car on the Simpsons?

Don’t do that. The platform is almost infinitely flexible but just because you can, doesn’t mean you should. Keep your users in the user table. Put your CMDB data in the CMDB tables. And don’t rebuild task because your organization’s way of doing work is ‘different’. It’s not. We’ve tried it. It failed. We learned those lessons long ago. Build a car that looks like a car, drives like a car, and works like a car and stay out of trouble. Now and in the long run.

3) How do you “Serve as the advocate of the instance and the driver of success for the project.”?

You’re hired to be an expert - be the expert. Speak up in meetings. Document and advise extensively, in person, and in writing. LEAD.

One of the biggest differences between a developer and architect is guidance. Say ‘No’ when required - just do it gently and judiciously. Don’t embarrass your stakeholders, that’s a soft ‘No’ - it sounds like ‘Yes’ when you say it in a meeting but never makes it to the backlog.

But with the project team as an audience? Mercilessly whack anything that’s pulling the team off mission, the platform away from best practice, and the project away from ‘green’ status.

It’s your job to flag risks early, to advise of alternatives without being asked, and to get this thing to success come hell or high water. You are the voice of the instance and the driver of success of the project. Your silence serves failure and your voice is the only thing keeping success in sight. LEAD.

See Also: Episode #1 of CJ & The Duke: What is a ServiceNow Architect.

There’s so much good ServiceNow content in the ecosystem, it’s really hard to shout it all out. But here are 3 4 things that caught my attention since the last issue.

🔥Want to be a ServiceNow Dev MVP? - Fellow 2022 DevMVP Nia McCash breaks down what it takes to be a DevMVP. A must read for anyone who aspires to join this prestigious group.
🔥So You Wanna Be An Admin? - Fellow 2022 DevMVP MGOPW wrote this great article about deciphering a ServiceNow Job Description and I think it’s table stakes for anyone starting out in the industry.
🔥So your customer speaks another language? - If you’re looking to geek out a bit, this is the perfect link for you. Learn how to send emails in different languages. From simple to complex, this has something for everyone. Given the global nature of work, especially in a remote-first society, this is a tool everyone should have in their toolbox.
🔥Build Your Skill w/CJ & The Duke - Can’t leave myself off the list. Episode 59 of the CJ & The Duke podcast where we talk about finding work wherever it lives and using that as inspiration to build on the ServiceNow platform. A must listen if you’ve ever wondered ‘how do I get started building on ServiceNow?’ We’ll show you how. Tune in.

Finally, if you’re a fan of the podcast or about to be a fan of the podcast, CJ & The Duke are doing a LIVE event in Philly on April 14th! We’re partnering with Oscar Technology for a FREE thought-leadership & networking event where we take on the topic of ‘If I could do it all over again!’ - A ServiceNow Career Perspective.

It’s going to be a blast and if you’re in the Philly area or willing to travel, come and check us out - we’d love to see you!