ROLE OVERVIEW:
We are looking for a seasoned ServiceNow Architect who will lead the design and delivery of enterprise-scale ServiceNow solutions.
This role is focused on:
- Architecting scalable and secure ServiceNow platforms
- Driving enterprise implementations across ITSM, HRSD and Performance Analytics
- Enabling automation, reporting, and operational efficiency across service delivery
The ideal candidate combines strong architectural thinking with hands-on expertise, and the ability to work closely with business and technology stakeholders to deliver impactful solutions.
KEY RESPONSIBILITIES:
Architecture & Solution Design
- Architect and design ServiceNow solutions across ITSM, HRSD and Performance Analytics modules
- Define scalable architectures, data models, and integration patterns
- Ensure alignment with enterprise architecture standards and best practices
Implementation Leadership
- Lead end-to-end enterprise-scale implementations, including customization, integration, and upgrades
- Provide technical oversight across development and configuration activities
- Ensure quality, scalability, and long-term maintainability of solutions
Stakeholder Collaboration
- Work closely with business, IT, and functional stakeholders to translate requirements into scalable solutions
- Engage with senior stakeholders to align solutions with business priorities
- Act as a trusted advisor on ServiceNow capabilities and roadmap
Automation, Analytics & Optimization
- Drive automation and workflow optimization across service management processes
- Enable reporting and performance analytics for data-driven decision making
- Continuously optimize platform performance, scalability, and security
Governance & Best Practices
- Ensure adherence to ServiceNow best practices, governance frameworks, and compliance standards
- Establish guidelines for development, deployment, and platform usage
- Support audit and regulatory requirements where applicable
Team Leadership & Mentorship
- Provide technical leadership and mentorship to development teams
- Guide teams on design standards, coding practices, and platform capabilities
- Foster a culture of quality, ownership, and continuous improvement
PREFERRED EXPERIENCE:
- 15+ years of overall IT experience with 8+ years in ServiceNow architecture
- Strong expertise in ITSM and Performance Analytics (mandatory)
- Experience in Legal Service Delivery (good to have, not mandatory)
- Hands-on experience with ServiceNow integrations, workflows, and scripting
- Exposure to additional modules such as HRSD, CSM, GRC
- Proven experience in leading enterprise-scale implementations
- Experience working with global or enterprise clients
- Candidates should be comfortable working in complex, multi-stakeholder enterprise environments
- Experience in large-scale digital transformation programs will be an added advantage
KEY SKILLS:
- ServiceNow architecture and solution design
- Strong understanding of IT service management processes
- Stakeholder management and consultative engagement
- Problem-solving and system thinking
- Communication and leadership skills
QUALIFICATIONS:
- Bachelor's degree in Technology or related field
- ServiceNow certifications (CSA, CIS, etc.) are an advantage
