Solution Architect (ServiceNOW)

Key Responsibilities

ServiceNow Platform Leadership

. Conduct comprehensive feasibility studies to evaluate ServiceNow implementation opportunities and assess technical viability for proposed solutions. Lead the architectural design and migration strategy for transitioning workflows from legacy platforms including SharePoint, Nintex K2, and other existing systems to ServiceNow, ensuring minimal business disruption and maximum value realisation.

. Design and oversee the implementation of ServiceNow Performance Monitoring and Predictive Analytics capabilities to enhance operational visibility and enable data-driven decision making. Establish monitoring frameworks that provide real-time insights into system performance, user adoption, and business process efficiency.

Artificial Intelligence and Innovation

. Design, architect, and oversee the implementation of ServiceNow AI capabilities including NowAssist, Agentic AI, and other emerging AI features. Develop comprehensive strategies for AI adoption that align with business objectives and enhance user experience across the platform.

. Lead exploration and experimentation initiatives to integrate ServiceNow AI capabilities with other Software-as-a-Service solutions such as Microsoft Copilot, Workday, SAP, COUPA, iValua, and Oracle. Identify integration opportunities that create synergies and improve cross-platform functionality.

. Oversee the migration of current platform to ServiceNow Protected Platform (SPP) and unlock new capabilities AI Agent Studio and Workflow Data Fabric.

Enterprise Architecture

. Provide enterprise-wide architecture review and guidance to ensure ServiceNow implementations align with broader organisational technology strategy. Collaborate with stakeholders across business units to understand requirements, identify opportunities for standardisation, and promote architectural consistency across the enterprise.

Access Control and Licensing Optimisation

. Streamline and simplify the existing complex ServiceNow access control matrix whilst working within current licensing constraints. Develop strategies to optimise user access patterns, reduce administrative overhead, and ensure appropriate security controls are maintained across all ServiceNow applications and modules.

Quality Assurance and Vendor Management

. Provide independent validation and counter-checks of incumbent vendor solutions and implementation efforts. This includes conducting thorough reviews of ServiceNow instance upgrades, validating code quality during deployments, and ensuring adherence to best practices and organisational standards. Serve as the technical authority for vendor accountability and solution quality assurance.

Required Qualifications

Technical Expertise

. Extensive experience with ServiceNow platform architecture, configuration, and customisation.

. Proven track record in enterprise solution architecture and system integration.

. Deep understanding of workflow migration strategies and legacy system modernisation.

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

. Some knowledge of enterprise software ecosystems including ERP, HCM, and procurement platforms.

Professional Experience

. Minimum 5 years of solution architecture experience with at least 3 years focused on ServiceNow.

. Demonstrated experience in vendor management and solution validation.

. Track record of successful large-scale digital transformation projects.

. Experience with enterprise architecture frameworks and methodologies.

. Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem solving. This may include using AI-powered tools, automating workflows, analysing AI-driven insights, or exploring AI's potential impact on the function or industry.

Skills and Competencies

. Strong analytical and problem-solving capabilities with attention to detail.

. Excellent communication skills with ability to present complex technical concepts to diverse audiences.

. Project management experience with ability to coordinate multiple workstreams.

. Understanding of IT service management, business process automation, and enterprise integration patterns.

Preferred Qualifications

. ServiceNow Certified System Administrator (CSA) and Certified Implementation Specialist (CIS) certifications.

. Experience with cloud platforms and modern integration technologies.

. Knowledge of AI/ML technologies and their enterprise applications.

. TOGAF or similar enterprise architecture certification.

. Experience in government or highly regulated environments.