ServiceNow Solution Lead / Architect

We are seeking an exceptionally qualified ServiceNow Solution Architect, possessing a minimum of seven years of platform experience, to spearhead high-impact client engagements. While many practitioners specialize, we require a platform expert capable of architecting comprehensive, cross-enterprise solutions encompassing ITSM, HRSD, CSM, FSM, and the evolving AI capabilities integrated within the Now Platform.

In the capacity of Technical Lead, the successful candidate will transcend mere development responsibilities to serve as the principal technical authority for our clientele. This pivotal role involves designing robust, scalable architectures, providing meticulous oversight for complex system integrations, developing the overarching Service Portal strategy, and offering mentorship to a team of consultants to ensure delivery excellence. The Architect will be singularly responsible for translating technical complexity into quantifiable business value, ensuring clients fully capitalize on Now Assist, AI Agents, and automation-driven workflows to maximize their Return on Investment (ROI).

Roles and Responsibilities

• Lead Technical Delivery: Assume the role of Lead Architect for large-scale implementations, bearing complete ownership of the technical solution across the ITSM, HRSD, CSM, and FSM domains.

• Architectural Design: Produce detailed Technical Design Documents (TDD), Blueprints, and Solution Architecture diagrams. Conduct and lead workshops to meticulously translate intricate business requirements into scalable ServiceNow solutions.

• Cross-Module Expertise: Design integrated, unified workflows that seamlessly connect internal employees (HRSD/ITSM) with external customers and field operations (CSM/FSM), thereby ensuring a coherent data model and optimal user experience.

• Advanced Development & Integrations: Direct the design and execution of sophisticated integrations utilizing REST/SOAP, Integration Hub, and Spoke development. Supervise advanced configurations and custom widget development for the Service Portal/Employee Center Pro.

• AI & Automation Leadership:

• Now Assist: Architect generative-AI-driven experiences to significantly enhance productivity across ITSM, HRSD, and CSM use cases.

• AI Control Tower: Establish and implement governance frameworks necessary for enterprise-grade AI adoption and continuously monitor AI health, accuracy, and regulatory compliance.

• AI Agents: Design and deploy autonomous agents to automate repetitive processes and resolve common employee and customer inquiries.

• AI Search: Optimize enterprise search functionality through the implementation of semantic search, natural language understanding, and contextual data retrieval.

• Client Advisory: Serve as a trusted advisor to C-level stakeholders and process owners. Provide expert guidance to customers regarding the ServiceNow product roadmap, new feature releases, and adherence to industry best practices.

• Governance & Best Practices: Establish and rigorously enforce coding standards, update set governance protocols, and instance management strategies. Proactively ensure the technical integrity and scalability of the platform (technical debt management).

• Team Leadership: Mentor Senior and Associate Technical Consultants. Conduct thorough code reviews, lead formal Show and Tell demonstrations, and ensure the team's strict adherence to agile development methodologies.

• Pre-Sales & Scoping: Collaborate with the sales team to provide requisite technical expertise during the pre-sales lifecycle, including scoping efforts, Proof-of-Concept (POC) construction, and high-level effort estimations.

• Release Management: Plan and oversee Code Promotion activities, comprehensive cutover planning, and the formulation of go-live support strategies.

• Innovation: Champion the adoption of cutting-edge technologies, including Virtual Agent, AI Search, Predictive Intelligence, and flow automation, to reduce manual workloads effectively.

• Project Management Support: Collaborate strategically with Engagement Managers to identify and mitigate technical risks (RAID log), manage scope creep, and ensure the punctual delivery of solutions.

  
  
  

Requirements

Qualification and Skills

• A minimum of 7+ Years of hands-on ServiceNow experience is required, with at least three years served in a designated Lead or Architect capacity.
  
• A Bachelor of Technology (B.Tech) or Bachelor of Engineering (B.E.) in Computer Science is preferred, or equivalent demonstrated practical experience.
  
• Possession of a proven track record leading successful, end-to-end implementations within a demanding consulting environment
  
• Multi-Module Mastery: Deep, demonstrable expertise in ITSM (Incident, Problem, Change, CMDB) and HRSD (COE structure, Lifecycle Events, HR Services) is mandatory.
  
• Customer & Field Workflows: Strong configuration expertise in CSM (Case Management, CSM Portal, Install Base) and FSM (Work Order management, Dispatching, Geolocation).
  
• Integrations: Expert-level proficiency in web services (REST/SOAP), Mid Servers, Payload parsing, and various authentication methods (OAuth, SAML, LDAP).
  
• Service Portal: Advanced proficiency is required in Angular, Bootstrap, and Widget architecture for both Employee Center and CSM Portals.
  
• Demonstrated experience implementing AI Search, Virtual Agent, Predictive Intelligence, and configuring AI Control Tower dashboards.
  

Certifications:

• Certified System Administrator (CSA)
  

• Certified Implementation Specialist (CIS) in HRSD, ITSM, CSM, or FSM

• Preferred: Certified Application Developer (CAD).

Signs You May Be a Great Fit

• Impact: Play a pivotal role in shaping a rapidly growing venture studio with Cloud-driven digital transformation.
  
• Culture: Thrive in a collaborative, innovative environment that values creativity, ownership, and agility.
  
• Growth: Access professional development opportunities, and mentorship from experienced peers.
  
• Benefits: Competitive salary, wellness packages, and flexible work arrangements that support your lifestyle and goals.