ServiceNow Solution Architect

Role Overview

We are seeking an experienced ServiceNow Solution Architect / Platform Lead to provide strategic and technical leadership across our ServiceNow platform. This role will drive enterprise architecture alignment, AI innovation, platform optimisation, and vendor assurance while ensuring secure, scalable, and future-ready ServiceNow solutions.

The successful candidate will combine deep ServiceNow technical expertise with strong enterprise architecture experience and a forward-thinking approach to AI-enabled transformation.

Key Responsibilities

1. ServiceNow Platform Leadership

• Conduct comprehensive feasibility assessments to evaluate ServiceNow implementation opportunities and determine technical viability.

• Lead architectural design and migration strategies from legacy platforms (e.g., SharePoint, Nintex K2, and other systems) to ServiceNow, ensuring minimal business disruption and maximum value realisation.

• Design and oversee implementation of ServiceNow Performance Analytics and Predictive Intelligence capabilities.

• Establish monitoring frameworks to provide real-time insights into:

  • System performance

  • User adoption

  • Business process efficiency

2. Artificial Intelligence & Innovation

• Design and oversee implementation of ServiceNow AI capabilities, including:

  • NowAssist

  • Agentic AI

  • Emerging AI-driven platform features

• Develop and execute AI adoption strategies aligned with business objectives.

• Lead integration initiatives between ServiceNow AI and other SaaS platforms such as:

  • Microsoft Copilot

  • Workday

  • SAP

  • COUPA

  • iValua

  • Oracle

• Oversee migration to ServiceNow Protected Platform (SPP) and enable capabilities such as AI Agent Studio and Workflow Data Fabric.

• Explore and assess AI-driven automation opportunities across workflows and decision-making processes.

3. Enterprise Architecture Governance

• Provide enterprise-wide architectural oversight to ensure ServiceNow solutions align with organisational technology strategy.

• Collaborate with cross-functional stakeholders to:

  • Gather business requirements

  • Identify standardisation opportunities

  • Promote architectural consistency

• Ensure scalable, secure, and sustainable design patterns across all ServiceNow modules.

4. Access Control & Licensing Optimisation

• Simplify and rationalise complex ServiceNow access control structures within existing licensing constraints.

• Develop strategies to:

  • Optimise user access

  • Reduce administrative overhead

  • Maintain robust security controls

• Ensure compliance with governance and security standards across applications.

5. Quality Assurance & Vendor Management

• Provide independent validation and quality assurance of vendor-delivered solutions.

• Conduct technical reviews of:

  • Instance upgrades

  • Code deployments

  • Configuration changes

• Ensure adherence to best practices and organisational standards.

• Act as technical authority for vendor accountability and solution quality.

Required Qualifications

Technical Expertise

• Extensive experience in ServiceNow platform architecture, configuration, and customisation.

• Strong background in enterprise solution architecture and system integration.

• Deep understanding of workflow migration and legacy system modernisation.

• Experience with ServiceNow Performance Analytics, Predictive Intelligence, and AI capabilities.

• Familiarity with ERP, HCM, and procurement ecosystems.

Professional Experience

• Minimum 5 years of solution architecture experience.

• At least 3 years of hands-on ServiceNow architecture experience.

• Demonstrated experience managing vendors and validating third-party solutions.

• Proven track record delivering large-scale digital transformation initiatives.

• Experience applying enterprise architecture frameworks and methodologies.

• Practical experience leveraging AI in workflow automation, analytics, or decision-support environments.

Core Competencies

• Strong analytical and problem-solving skills.

• Excellent written and verbal communication skills.

• Ability to present complex technical concepts to executive and non-technical stakeholders.

• Experience managing multiple workstreams and project coordination.

• Strong understanding of ITSM, business process automation, and integration patterns.

Preferred Qualifications

• ServiceNow Certified System Administrator (CSA).

• ServiceNow Certified Implementation Specialist (CIS).

• TOGAF or equivalent enterprise architecture certification.

• Experience with cloud-native platforms and modern integration technologies.

• Knowledge of AI/ML enterprise applications.

• Experience working in government or highly regulated environments.