Job Description

This role requires enterprise solution architect-level skills to assess current applications and supporting systems and articulate how ServiceNow can integrate with and/or modernize these applications. The ideal candidate will possess strong business acumen and the ability to clearly explain strategies for ServiceNow, supported by thorough technical and business understanding. The ideal candidate will have experience and deep technical expertise in the ServiceNow platform and multiple modules such as IT Service Management (ITSM), Customer Service Management (CSM), Integrated Risk Management (IRM), Strategic Portfolio Management (SPM), Source-to-pay. Candidate with experience with Public Sector Digital Services (PSDS) will be highly preferred.

Core Responsibilities

Strategic Leadership

Spearhead the development of ServiceNow enterprise architecture vision and roadmap aligned with business objectives

Drive innovation through emerging ServiceNow capabilities including Now Intelligence, Process Optimization, and Integration Hub

Lead architectural decisions for complex, multi-workstream ServiceNow implementations

Establish centre of excellence frameworks and governance models for sustainable platform growth

Articulate the value of ServiceNow to C-Suite stakeholders

Solution Design & Implementation

Architect end-to-end ServiceNow solutions incorporating best practices in security, scalability, and performance

Design modern user experiences leveraging Next Experience UI, Mobile capabilities, and Virtual Agent

Develop integration architectures using Integration Hub, Flow Designer, and API frameworks

Implement AI-powered solutions using Now Assist, Natural Language Understanding, and Predictive Intelligence

Leverage ServiceNow's Hyperautomation capabilities including RPA Hub, Process Optimization, and Integration Hub

Technical Leadership

Guide implementation teams on architectural patterns, coding standards, and best practices

Design scalable solutions using ServiceNow's Common Service Data Model (CSDM)

Architect cross-platform solutions integrating ServiceNow with enterprise systems

Establish technical governance frameworks and platform standards

Lead technical discovery workshops and architecture review sessions

Innovation & Continuous Improvement

Research and evaluate new ServiceNow features and capabilities

Drive adoption of modern development practices including DevOps and Agile

Mentor team members on ServiceNow best practices and emerging technologies

Conduct regular architecture assessments and optimization reviews

Experience

Required Qualifications

7+ years of enterprise IT experience with 3+ years specifically in ServiceNow architecture

Proven track record leading at least 3 large-scale ServiceNow implementations

At least 2 major implementations after achieving CTA certification

Experience architecting solutions across multiple ServiceNow products that includes Integrated Risk Management (a must), Customer Service Management, Strategic Portfolio Management (SPM), Public Sector Digital Services (PSDS)

Experience working in hybrid global delivery setup with geographically distributed teams

Technical Expertise

Deep understanding of ServiceNow platform architecture and capabilities

Expert knowledge of: Now Platform App Engine

Integration Hub and Flow Designer

Service Graph CMDB

Now Intelligence & AI capabilities

Performance Analytics

Next Experience UI Framework

Strong scripting skills in JavaScript, AngularJS, and REST/SOAP web services

Experience with modern integration patterns and technologies

Experience with UI Builder and Service Portals

Certifications

ServiceNow Certified Technical Architect (CTA)

ServiceNow Certified Implementation Specialist (CIS) - Multiple products, that includes CIS-RC

ServiceNow Certified System Administrator (CSA)

Additional certifications in relevant ServiceNow products preferred

Education

Bachelor's degree in Computer Science, Information Technology, or related field

Key Competencies

Strategic thinking and business acumen

Strong communication and stakeholder management

Problem-solving and analytical skills

Team leadership and mentoring

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