ServiceNow Solution Architect

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