Job Summary

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

• 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 and Experiences

• 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 Designer
• 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