We are looking for a senior ServiceNow Architect to lead enterprise HR and employee experience transformations for our Singapore clients across the public sector and large commercial enterprises. This is a techno-functional role - you own the end-to-end solution, from shaping the roadmap with C-level stakeholders to guiding hands-on configuration with your team. You are the single point of accountability for solution quality, delivery outcomes, and client confidence.
This is not a back-office architect role. You lead from the front - in workshops, in steering committees, in design authorities, and on the platform itself.
Responsibilities:
- Articulate every HRSD capability - Case & Knowledge, Employee Document Management, Lifecycle Events, Enterprise Onboarding & Transitions, Journeys, Listening Posts, Manager Hub, HR Agent Workspace, HR Service Level Management, Performance Analytics for HR, Now Assist for HRSD - at the level of business value AND implementation detail.
- Translate for the technical team. Take the same capability and break it down for developers and consultants - data model, security model, configuration path, integration touchpoints, and upgrade impact.
- Own the HRSD roadmap conversation with the client - what to sequence first, what to defer, what to decommission, and why. Defend those choices in steering committees.
- Own the solution architecture across multi-module, multi-phase ServiceNow transformations from discovery through hypercare.
- Define the target-state platform strategy aligned to client business outcomes, ServiceNow best practice, and Singapore regulatory context (IM8, GovTech GCC where applicable).
- Translate business processes in HR Service Delivery, Employee Experience, IT Service Management and beyond into clean, scalable ServiceNow designs.
- Make build-vs-buy-vs-configure calls with full awareness of downstream cost, upgrade impact, and licensing implications.
- Review and approve critical configuration - flows, Script Includes, integrations, security model, data model extensions.
Experience:
- 8+ years of hands-on ServiceNow platform experience, with at least 3 years in an architect or lead capacity.
- Production implementation experience across a minimum of 5 ServiceNow products. HRSD and Employee Center Pro are mandatory (see HRSD Mastery above).
- Full working knowledge of the complete HRSD product suite - not just the modules you have shipped, but the capabilities across the product that you can speak to with authority.
- Ability to demo HRSD live, end-to-end, without preparation.
- Demonstrable experience leading at least 2 large-scale ServiceNow transformations end-to-end - meaning 12+ month programs, multi-module, with board- or C-level visibility.
- Deep fluency in Flow Designer, Integration Hub, Script Includes, Business Rules, UI Policies/Actions, GlideAjax, ACLs, and the platform data model.
- Integration architecture across REST/SOAP, MID Server patterns, and common enterprise systems (Workday, SAP SuccessFactors, Microsoft 365, Entra ID, ServiceNow-to-ServiceNow).
- ITIL-aligned service management thinking, and the ability to bridge HR and IT process worlds in a unified Employee Center.
Required:
. ServiceNow Certified System Administrator (CSA)
. ServiceNow Certified Implementation Specialist - HR (CIS-HR)
. At least 2 additional CIS certifications aligned to your product depth (e.g. CIS-ITSM, CIS-CSM, CIS-SAM, CIS-HAM, CIS-RC)
