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AI Summary
Define the technical direction, platform governance, and scalable designs for the ServiceNow environment. Lead a development team and collaborate with stakeholders to translate business requirements into technical enhancements.
JOB SUMMARY
We are seeking an experienced ServiceNow Solution Architect to join our delivery pod. The Solution Architect is a critical leadership role responsible for defining the technical direction of the engagement, ensuring all configurations and enhancements align with ServiceNow best practices, and guiding a high-performing development team through a complex, customized enterprise environment.
KEY RESPONSIBILITIES
- Define solution architecture, technical standards, and platform governance for the ServiceNow environment.
- Navigate and understand existing platform customizations, integrations, and architectural decisions during the onboarding phase.
- Interface directly with business stakeholders to provide enhancement recommendations and translate business requirements into scalable technical designs.
- Ensure all team configurations, scripts, and integrations adhere to ServiceNow best practices and align with the platform architecture.
- Provide technical direction and oversight to Lead and Senior Application Developers.
- Define and maintain technical details within Agile user stories to guide development efforts.
- Collaborate with internal platform owners and architects to ensure seamless integration with their existing model.
- Champion the adoption of AI-enabled development practices, including Now Assist and Predictive Intelligence.
- Support the establishment of a Team Working Agreement, contributing to definitions of done, change control processes, and technical handoff standards.
- Provide technical leadership through sprint ceremonies and contribute to performance measurement frameworks (e.g., story points, throughput).
JOB QUALIFICATIONS
- 12+ years of experience in enterprise IT, with at least 7 years as a hands-on ServiceNow architect or senior technical lead.
- Proven ability to architect complex ServiceNow solutions across ITSM modules including Incident, Problem, Change, and Asset Management.
- Deep expertise in ServiceNow platform governance, configuration best practices, and technical design documentation.
- Experience integrating ServiceNow with external systems via custom REST APIs.
- Strong understanding of Agile/Scrum delivery methodologies.
- Excellent stakeholder management and communication skills; ability to interface confidently with enterprise-level clients.
- Familiarity with the ServiceNow AI stack, including Now Assist and Predictive Intelligence.
PREFERRED QUALIFICATIONS
- Prior experience working within large, regulated industries (healthcare, medical devices, or similar).
- Exposure to CSM (Customer Service Management) module in preparation for a potential future project phase.
- Experience with Jira alongside ServiceNow in hybrid Agile project environments.
- Micro-certifications or badges in ServiceNow AI/Now Assist features.
CERTIFICATIONS
- Certified System Administrator (CSA
- Certified Application Developer (CAD)
- Certified Implementation Specialist (CIS) — ITSM
- Certified Implementation Specialist (CIS) — CSM — Advantageous
- Certified Technical Architect (CTA) — Advantageous
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