Senior Solution Architect - Service Platform

Job Title

Senior Solution Architect - Service Platform

Job Description

ServiceNow Solutions Architect

Enterprise ServiceNow architecture, platform governance, custom application development, integration, CMDB/CSDM maturity, and transformation delivery

Role Summary

We are seeking an experienced ServiceNow Solutions Architect to lead the design, development, and implementation of scalable ServiceNow solutions across the enterprise. The architect will translate business requirements into practical platform architectures, guide delivery teams, establish governance standards, and ensure the platform supports automation, service quality, security, and measurable business value.

This role is suitable for a senior ServiceNow professional who is both architecture-oriented and hands-on: comfortable leading workshops, designing integrations, reviewing scripts and custom applications, advising stakeholders, and mentoring developers and administrators.

Role Scope

• •Primary modules and domains: ITSM, ITOM, CMDB, Discovery, Service Mapping, ITAM, HRSD, CSM, SecOps, App Engine, Service Portal, Service Catalog, SPM, EAM, FSM, and custom application development.
• •Core architecture themes: Platform roadmap, governance, scalable workflows, automation frameworks, integrations, data quality, CMDB/CSDM maturity, security, compliance, performance, and upgrade-safe solution design.
• •Delivery environment: Enterprise Service Management, Agile/Scrum delivery, DevOps practices, cross-functional implementation teams, and global enterprise stakeholder groups.

Key Responsibilities

Architecture and Solution Design

• •Design end-to-end ServiceNow solutions based on business requirements, enterprise architecture principles, and platform best practices.
• •Create solution designs, technical specifications, integration points, data mapping documentation, architecture decisions, and implementation guidance.
• •Define scalable platform architectures, workflows, automation frameworks, security models, and governance standards aligned to business objectives.
• •Ensure solutions are secure, performant, maintainable, upgrade-safe, and compliant with internal standards and industry practices.

Requirements, Workshops, and Stakeholder Advisory

• •Lead technical workshops and requirements-gathering sessions with business and IT stakeholders.
• •Collaborate with product owners, process owners, business analysts, project managers, developers, administrators, and enterprise architects.
• •Translate business needs into user stories, technical designs, platform patterns, data requirements, and implementation plans.
• •Communicate technical tradeoffs clearly to technical and non-technical audiences, including senior leadership and client stakeholders.

Platform Governance, Roadmap, and Best Practices

• •Develop and maintain ServiceNow architectural standards, roadmaps, governance practices, coding standards, and design review processes.
• •Stay current with ServiceNow releases, platform capabilities, AI-enabled features, and new modules; recommend adoption where there is clear value.
• •Drive platform optimization, technical debt reduction, customization rationalization, performance improvement, and upgrade readiness.
• •Identify architectural risks early and recommend mitigation plans across delivery, data, integration, licensing, and supportability dimensions.

Custom Application Development and Automation

• •Design and oversee custom applications, scoped apps, workflows, catalog items, portals, forms, automation, and enhancements within ServiceNow.
• •Provide hands-on guidance for JavaScript, Glide APIs, GlideScript, Business Rules, Client Scripts, UI Actions, Script Includes, Flow Designer, and App Engine patterns.
• •Troubleshoot and resolve complex issues related to custom applications, workflows, integrations, security, and platform behavior.
• •Guide teams on when to configure, extend, integrate, or avoid customization to preserve long-term platform health.

Integration, Data, and Migration

• •Design integrations between ServiceNow and enterprise systems using REST/SOAP APIs, Integration Hub, eBonding, MID Server, middleware, import sets, transform maps, and event-driven patterns.
• •Define data migration, synchronization, mapping, validation, error handling, monitoring, and reconciliation approaches.
• •Ensure integration designs preserve data integrity, security, reliability, observability, and performance.
• •Work with automation and scripting technologies such as JavaScript, Python, and PowerShell where relevant to integration or migration delivery.

CMDB, CSDM, Discovery, and Operations

• •Define and mature CMDB and Common Service Data Model strategy, including CI classes, service models, ownership, lifecycle governance, and relationship quality.
• •Support Discovery, Service Mapping, ITOM, Service Graph, and related operational data initiatives across cloud, hybrid, and on-premises environments.
• •Improve CMDB health, data quality, reconciliation, service visibility, and operational decision-making.
• •Partner with operations teams to align platform architecture with incident, problem, change, request, asset, and service management processes.

Project Delivery and Team Leadership

• •Successfully deliver ServiceNow projects in a lead architecture or technical leadership role.
• •Collaborate with project managers, Agile delivery managers, Scrum Masters, and team members to manage timelines, dependencies, risks, and priorities.
• •Handle multiple projects or workstreams simultaneously and adapt to changing business priorities.
• •Provide mentorship, code/design review, technical direction, and knowledge transfer to ServiceNow developers and administrators.

Quality, Testing, and Documentation

• •Define testing strategies covering unit testing, integration testing, regression testing, performance validation, user acceptance, and release readiness.
• •Use or guide ServiceNow Automated Test Framework where appropriate to improve release confidence and regression coverage.
• •Maintain clear architectural documentation, design specifications, integration contracts, decision logs, runbooks, and platform standards.
• •Support post-implementation validation, defect resolution, continuous improvement, and operational handover.

Required Experience and Qualifications

• •Education: Bachelor’s degree in Computer Science, Information Systems, Information Technology, Engineering, or a related technical field; equivalent practical experience may be considered.
• •ServiceNow experience: Minimum 5+ years of ServiceNow platform experience with at least 2-3 years in an architect, lead consultant, or technical lead role; for senior enterprise roles, 10+ years of ServiceNow architecture/consulting experience is preferred.
• •Overall IT experience: 10+ years is strongly preferred; 15+ years is ideal for global enterprise transformation or principal architect roles.
• •Implementation depth: Demonstrable hands-on experience in ServiceNow implementations, custom application development, integrations, and enterprise module rollouts.
• •Architecture track record: Proven experience designing and implementing ServiceNow modules, custom applications, workflows, integrations, data models, and platform governance.
• •Problem solving: Strong analytical and troubleshooting skills for complex business requirements, custom applications, integration issues, and platform performance concerns.
• •Delivery discipline: Solid project management, prioritization, risk management, and multitasking skills across multiple projects or workstreams.
• •Communication: Excellent communication, facilitation, stakeholder management, leadership, mentoring, and interpersonal skills.

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• How we work together
• We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week.
• Onsite roles require full-time presence in the company’s facilities.
• Field roles a