Key Responsibilities

• Lead workshops / discovery sessions with stakeholders (business, operations, IT) to understand current-state processes, define future-state vision, uncover requirements, constraints, and opportunities.
• Design end-to-end ServiceNow solutions and technical architectures that align with organizations strategic goals, considering scalability, performance, security, maintainability, integrations, data model, and user experience.
• Define roadmap(s) and solution intent / blueprints: translate business goals into architecture, technology decisions, module usage, platform configuration vs custom development.
• Ensure adherence to best practices, ServiceNow leading practices, coding standards, design patterns, security standards, data governance, and configuration over customization.
• Manage or oversee integrations between ServiceNow and other systems (via REST, SOAP, IntegrationHub, MID Servers, etc.), ensuring reliability, security, latency, error handling, monitoring.
• Establish / enforce architecture governance: review designs from development teams/partners, perform code review, ensure technical debt is tracked and managed, monitor instance health.
• Mentor and lead junior architects, developers, administrators; elevate team capabilities.
• Work with enterprise architects / platform owners to define platform strategy: instance strategy, environment strategy, upgrade/migration plans.
• Support presales / proposal efforts by scoping, estimating, and designing reference architectures.
• Participate in operational considerations: performance tuning, capacity planning, availability, disaster recovery, security compliance.
• Stay up to date with new ServiceNow features, modules, trends (e.g., AI/ML, data fabric, Now Assist), assess applicability, and recommend adoption where relevant

Required Qualifications & Skills

• Experience: Typically 10+ years of relevant experience in IT, of which several years are hands-on with ServiceNowboth in configuration and architecture. Some roles require more depending on seniority.
• Deep experience acrossmultiple ServiceNow modules/workflows (for example, ITSM, ITOM, Discovery, ITAM, CSM, HRSD, SecOps, GRC, etc.).
• Strong integration experience: REST/SOAP APIs, IntegrationHub, MID Server, custom integrations.
• Understanding ofdata modeling, CMDB, metadata, core data, data governance, security.
• Experience in defining and implementing technical governance, architecture operating models, instance strategy.
• Good knowledge of IT best practices and frameworks: ITIL, Agile methodologies, DevOps, CI/CD practices.
• Strong problem-solving, analytical skills; ability to resolve technical trade-offs (e.g., custom vs. configuration, performance vs. maintainability).
• Excellent communication skills: ability to explain technical designs to business stakeholders, leadership, peers; also effective writing of architectural documentation.
• Certifications:ServiceNow Certified System Administrator (CSA)is typically required. Other relevant certifications likeCertified Application Developer (CAD), CIS for relevant modules, or higher-level architecture credentials (e.g. Certified Master Architect / Certified Technical Architect) are strongly preferred.