Role Overview
As a Senior ServiceNow Solution Architect, you will be responsible for shaping the end-to-end technical direction of ServiceNow implementations. Your work will span from initial business analysis to final deployment, ensuring solutions are scalable, maintainable, and aligned with organizational goals. You will act as the primary technical authority, bridging the gap between business needs and technical execution across key domains including user experience, artificial intelligence, governance, risk & compliance, and configuration management.
Key Responsibilities
- Lead the full lifecycle design of ServiceNow solutions, translating business objectives into actionable technical specifications
- Develop detailed low-level designs from high-level architectural inputs to guide development teams
- Facilitate design workshops and architecture reviews with cross-functional stakeholders across business and IT
- Provide ongoing technical oversight during development, testing, and deployment phases
- Ensure all solutions comply with ServiceNow platform standards, security practices, and enterprise architecture principles
- Champion user-centered design to enhance usability and drive platform adoption
- Design and govern implementations in AI features such as Virtual Agent, Predictive Intelligence, and generative AI capabilities
- Define and maintain robust data models within CMDB, including CI classification, relationships, discovery, and service mapping
- Guide teams in GRC module configurations covering risk, compliance, policy, and controls management
- Mentor developers and reviewers on architectural quality, performance optimization, and scalability
- Serve as the escalation point for technical decisions and architectural challenges
Required Qualifications
- 9–12 years of IT experience, with at least 5 years focused on ServiceNow platforms
- Proven track record as a Solution Architect or Lead Architect on enterprise ServiceNow projects
- Experience converting high-level designs into detailed implementation plans
- Hands-on technical knowledge of CMDB, CSDM, CI modeling, discovery, and service mapping
- Proficiency in ServiceNow’s UX frameworks, including Service Portal, Next Experience, and UI Builder
- Direct experience implementing AI features such as Virtual Agent, Predictive Intelligence, and GenAI tools
- Familiarity with GRC modules including Risk, Compliance, Policy, and Controls
- Solid understanding of data modeling, workflow automation, scripting, and integration patterns
- Experience managing full lifecycle ServiceNow implementations
- Strong collaboration skills with developers, QA teams, product owners, and business stakeholders
- Excellent documentation skills for architecture diagrams, design decisions, and technical specifications
Preferred Qualifications
- Experience with SecOps, ITSM, ESM, and CSM modules
- Background in AI strategy, automation frameworks, and generative AI use cases
- ServiceNow Certified Technical Architect (CTA) or Certified Implementation Specialist
- Experience in large-scale enterprise environments or global delivery settings
- Familiarity with Agile or SAFe methodologies
- Knowledge of integration techniques using REST, MID Server, and external systems
- Strong communication and influence skills across technical and non-technical audiences
- Ability to evaluate requirements critically and recommend optimal technical approaches
- Proven mentoring experience, helping grow team capabilities
- Structured problem-solving approach with strong attention to detail
- Ownership mindset with a focus on delivering from design through to production
Technical Environment
ServiceNow platform with deep focus on CMDB, CSDM, CI modeling, Discovery, Service Mapping, UX/UI Framework, Service Portal, Next Experience, UI Builder, Virtual Agent, Predictive Intelligence, generative AI features, GRC modules (Risk, Compliance, Policy, Controls), REST integrations, and MID Server configurations.
