ServiceNow Architect

ServiceNow Architect – Job Description

Role Summary

We are seeking an experienced ServiceNow Architect to lead the architecture, design, and governance of a large-scale ServiceNow implementation. The architect will be responsible for defining and driving the end-to-end solution architecture across multiple ServiceNow products, ensuring alignment with business objectives, platform best practices, scalability, security, and operational readiness.

The role requires close collaboration with business stakeholders, ServiceNow teams, implementation partners, enterprise architects, and operational teams throughout the project lifecycle, from discovery through go-live and hypercare.

• Experience leading enterprise ServiceNow implementations.
• Proven experience delivering ServiceNow programs.
• Strong understanding of ServiceNow platform architecture and enterprise design principles.
• Experience working with global stakeholders in complex transformation programs.
• Experience leading distributed delivery teams and implementation partners.

Key Responsibilities

Solution Architecture & Design

• Own the overall ServiceNow architecture and solution design.
• Define scalable and maintainable platform architecture aligned to ServiceNow best practices.
• Lead solution design workshops and architecture review sessions.
• Ensure consistency across multiple ServiceNow modules and business processes.
• Establish design standards, governance controls, and development principles.

Platform & Module Leadership

Provide architectural leadership across:

• IT Service Management (ITSM)
• Customer Service Management (CSM)
• Field Service Management (FSM)
• Service Operations Management (SOM)
• Employee Center
• Knowledge Management
• Service Catalog
• CMDB and Service Mapping
• Reporting and Dashboarding

Integration & Data Architecture

• Define integration strategy between ServiceNow and enterprise applications.
• Architect API, middleware, and Integration Hub solutions.
• Guide data migration and data governance activities.
• Ensure platform performance, reliability, and security requirements are met.

Delivery & Governance

• Partner with implementation teams to validate solution designs.
• Review technical designs, user stories, and implementation approaches.
• Lead architecture governance and design approval processes.
• Identify and mitigate technical risks and dependencies.
• Support release planning, cutover readiness, and production deployment activities.

Stakeholder Engagement

• Act as the primary architecture advisor to business and technology stakeholders.
• Present solution options, trade-offs, and recommendations to leadership teams.
• Collaborate with customer stakeholders, product owners, delivery leads, and support organizations.
• Support decision-making through architecture guidance and best-practice recommendations.

Go-Live & Hypercare Support

• Ensure production readiness and operational support models are in place.
• Support major releases, deployments, and hypercare activities.
• Provide architectural guidance during issue resolution and stabilization periods