Solution Architect (ServiceNow) (Consultant)

We are seeking an experienced Solution Architect to lead the design, implementation, and optimisation of ServiceNow solutions across our enterprise, with preference on having experience on ServiceNow Customer Service Management (CSM). This role requires a strategic thinker with deep technical expertise in ServiceNow platform capabilities, enterprise architecture, and system integration. The successful candidate will also bring strong Agile leadership experience, serving as a Scrum Master to drive iterative delivery, foster high-performing teams, and embed agile ways of working across digital transformation programmes. They will drive digital transformation initiatives whilst ensuring alignment with organisational objectives and technical standards.

Key Responsibilities

ServiceNow Platform Leadership

Conduct comprehensive feasibility studies to evaluate ServiceNow implementation opportunities and assess technical viability for proposed solutions. Lead the architectural design and migration strategy for transitioning workflows from legacy platforms including SharePoint, Nintex K2, and other existing systems to ServiceNow, ensuring minimal business disruption and maximum value realisation.

Design and oversee the implementation of ServiceNow Performance Monitoring and Predictive Analytics capabilities to enhance operational visibility and enable data-driven decision making. Establish monitoring frameworks that provide real-time insights into system performance, user adoption, and business process efficiency.

Agile Delivery and Scrum Leadership

Serve as Scrum Master across one or more ServiceNow delivery teams, facilitating all Scrum ceremonies including sprint planning, daily stand-ups, sprint reviews, and retrospectives to ensure consistent and predictable delivery cadences. Champion agile principles and practices across the organisation, coaching teams and stakeholders on Scrum frameworks and fostering a culture of continuous improvement.

Own and manage the product backlog in close collaboration with Product Owners and business stakeholders, ensuring user stories are well-defined, prioritised, and ready for sprint execution. Identify and proactively remove impediments that obstruct team progress, escalating organisational blockers where necessary to protect team velocity and delivery commitments.

Track and communicate key agile metrics including velocity, sprint burndown, and release progress to provide transparency to senior leadership and programme stakeholders. Drive retrospective outcomes into actionable improvements, ensuring lessons learned are embedded into subsequent delivery cycles.

Artificial Intelligence and Innovation

Design, architect, and oversee the implementation of ServiceNow AI capabilities including NowAssist, Agentic AI, and other emerging AI features. Develop comprehensive strategies for AI adoption that align with business objectives and enhance user experience across the platform.

Lead exploration and experimentation initiatives to integrate ServiceNow AI capabilities with other Software-as-a-Service solutions including Microsoft Copilot, Workday, SAP, COUPA, iValua, and Oracle. Identify integration opportunities that create synergies and improve cross-platform functionality.

Oversee the migration of the current platform to ServiceNow Protected Platform (SPP) and unlock new capabilities including AI Agent Studio and Workflow Data Fabric.

Enterprise Architecture

Provide enterprise-wide architecture review and guidance to ensure ServiceNow implementations align with broader organisational technology strategy. Collaborate with stakeholders across business units to understand requirements, identify opportunities for standardisation, and promote architectural consistency across the enterprise.

Access Control and Licensing Optimisation

Streamline and simplify the existing complex ServiceNow access control matrix whilst working within current licensing constraints. Develop strategies to optimise user access patterns, reduce administrative overhead, and ensure appropriate security controls are maintained across all ServiceNow applications and modules.

Quality Assurance and Vendor Management

Provide independent validation and counter-checks of incumbent vendor solutions and implementation efforts. This includes conducting thorough reviews of ServiceNow instance upgrades, validating code quality during deployments, and ensuring adherence to best practices and organisational standards. Serve as the technical authority for vendor accountability and solution quality assurance.

Technical Requirements

• Extensive experience with ServiceNow platform architecture, configuration, and customisation.
• Proven track record in enterprise solution architecture and system integration.
• Deep understanding of workflow migration strategies and legacy system modernisation.
• Experience with ServiceNow Performance Analytics, Predictive Intelligence, and AI capabilities.
• Knowledge of enterprise software ecosystems including ERP, HCM, and procurement platforms.
• Solid grounding in Agile and Scrum frameworks, with demonstrated ability to lead delivery teams through complex, multi-workstream programmes.

Professional Experience

• Minimum 8-10 years of solution architecture experience with at least 3 years focused on ServiceNow, with preference on ServiceNow Customer Service Management (CSM).
• Minimum 3 years of experience as a Scrum Master or Agile Delivery Lead, preferably within enterprise technology or digital transformation programmes.
• Demonstrated experience facilitating agile ceremonies, managing backlogs, and coaching cross-functional teams on agile ways of working.
• Demonstrated experience in vendor management and solution validation.
• Track record of successful large-scale digital transformation projects.
• Experience with enterprise architecture frameworks and methodologies.
• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem solving, including using AI-powered tools, automating workflows, analysing AI-driven insights, or exploring AI's potential impact on the function or industry.

Skills and Competencies

• Strong analytical and problem-solving capabilities with attention to detail.
• Excellent communication and facilitation skills, with the ability to present complex technical concepts to diverse audiences and lead collaborative team sessions.
• Proven ability to manage competing priorities across multiple workstreams whilst maintaining team focus and morale.
• Understanding of IT service management, business process automation, and enterprise integration patterns.
• Ability to balance the dual role of technical architect and agile delivery leader, adapting communication style and focus depending on context and audience.

Preferred Qualifications

• ServiceNow Certified System Administrator (CSA) and Certified Implementation Specialist (CIS) certifications.
• Certified Scrum Master (CSM), Professional Scrum Master (PSM), or SAFe Scrum Master certification.
• Experience with cloud platforms and modern integration technologies.
• Knowledge of AI/ML technologies and their enterprise applications.
• TOGAF or similar enterprise architecture certification.
• Experience in government or highly regulated environments.
• Familiarity with scaled agile frameworks such asSAFe or LeSS in the context of large enterprise programmes.