ServiceNow Solution Architect

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), Risk and Compliance (RC), Strategic Portfolio Management (SPM).

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 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

Required Qualifications

Experience

12+ years of enterprise IT experience with 6+ years specifically in ServiceNow architecture

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

Experience architecting solutions across multiple ServiceNow products that includes Risk & Compliance (a must), Customer Service Management and preferably:

- Environmental, Social and Governance (GRC)

- Strategic Portfolio Management (SPM)

- Public Sector Digital Services (PSDS)

Technical Expertise

Deep understanding of ServiceNow platform architecture and capabilities

Expert knowledge of:

- Now Platform App Engine

- Integration Hub and Flow Designero Service Graph CMDB

- Now Intelligence & AI capabilities

- Performance Analytics

- Next Experience UI Framework

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

Experience with modern integration patterns and technologies

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

Master's degree preferred

Key Competencies

. Strategic thinking and business acumen

. Strong communication and stakeholder management

. Problem-solving and analytical skills

. Team leadership and mentoring

. Innovation mindset

. Change management expertise