Role Overview
We are looking for a ServiceNow Solutions Architect with strong service management knowledge and experience designing solutions for large enterprise environments. The role combines platform architecture, ITIL process understanding, and stakeholder coordination to deliver scalable, supportable solutions aligned with business needs.
Key Responsibilities
- Design ServiceNow solutions across ITSM, CMDB, CSDM, Discovery, and Service Mapping.
- Translate business requirements into platform designs, balancing out-of-box capabilities with necessary customisation.
- Define architectural standards, governance, and guardrails to guide implementation teams.
- Design enterprise integrations using REST, SOAP, and integration platforms such as MuleSoft or Boomi.
- Enable workflow automation using Flow Designer, with exposure to Virtual Agent and AIOps.
- Lead large-scale ServiceNow transformation programs and coordinate requirements across business and technical teams.
- Ensure solutions follow ITIL practices and remain scalable, maintainable, and aligned with platform strategy.
Required Skills and Qualifications
- Strong ServiceNow architecture experience with hands-on knowledge of ITSM, CMDB, CSDM, Discovery, and Service Mapping.
- Deep understanding of Incident, Problem, Change, and configuration management processes.
- Experience with enterprise integrations, automation, platform governance, and solution design.
- Understanding of the design intent behind ServiceNow features and data models.
- Ability to guide implementation teams and align stakeholders on architectural decisions.
- Certifications: CSA and CIS-ITSM required; CTA preferred.
Ideal Candidate
A ServiceNow architecture specialist with strong ITSM expertise who understands service management principles and translates them into effective platform designs. The candidate should demonstrate architectural ownership, sound design judgment, and enterprise transformation leadership.
