We are looking for an experienced Solution Architect (ServiceNow) to lead the architecture, design, implementation and optimisation of enterprise ServiceNow solutions. The successful candidate will have strong expertise in the ServiceNow platform, enterprise solution architecture, system integration and digital transformation.
The role also requires hands-on Agile/Scrum leadership experience, with the ability to support delivery teams as a Scrum Master or Agile Delivery Lead. Experience with ServiceNow Customer Service Management (CSM) will be highly advantageous.
Key Responsibilities
ServiceNow Solution Architecture
- Lead the architecture, design and implementation of enterprise ServiceNow solutions.
- Conduct feasibility assessments and recommend appropriate ServiceNow solutions based on business and technical requirements.
- Develop architecture and migration strategies for transitioning workflows from legacy platforms such as SharePoint, Nintex K2 and other enterprise systems to ServiceNow.
- Design scalable, secure and maintainable ServiceNow solutions aligned with enterprise architecture standards.
- Provide technical leadership throughout the solution lifecycle, from requirements gathering and architecture through implementation and optimisation.
- Design and implement ServiceNow Performance Analytics, monitoring and reporting capabilities.
- Review ServiceNow upgrades, configurations, customisations and deployments to ensure platform best practices are followed.
Agile & Scrum Delivery
- Act as Scrum Master or Agile Delivery Lead for ServiceNow delivery teams.
- Facilitate sprint planning, daily stand-ups, sprint reviews and retrospectives.
- Work closely with Product Owners and stakeholders to manage and prioritise product backlogs.
- Ensure user stories and requirements are clearly defined and ready for development.
- Identify and resolve delivery impediments and escalate key risks where required.
- Track delivery metrics including sprint velocity, burndown and release progress.
- Coach delivery teams and stakeholders on Agile and Scrum practices.
- Drive continuous improvement across ServiceNow delivery workstreams.
AI, Automation & Integration
- Architect and support the implementation of ServiceNow AI capabilities, including Now Assist, Agentic AI and related platform features.
- Explore opportunities to leverage AI and automation to improve enterprise workflows and user experience.
- Assess integration opportunities between ServiceNow and enterprise platforms such as Microsoft Copilot, Workday, SAP, Coupa, Ivalua and Oracle.
- Support platform modernisation initiatives and adoption of emerging ServiceNow capabilities.
- Design integration approaches that enable secure and scalable data exchange across enterprise systems.
Enterprise Architecture & Governance
- Provide architecture reviews and technical guidance for enterprise ServiceNow initiatives.
- Ensure ServiceNow solutions align with organisational technology strategies, security requirements and architecture standards.
- Collaborate with business and technology stakeholders to identify opportunities for standardisation and process improvement.
- Review and optimise ServiceNow access controls and user access models while considering licensing requirements.
- Provide independent technical validation of vendor-proposed solutions and implementation approaches.
- Review solution quality, code standards, platform upgrades and deployment activities.
Requirements
- Minimum 8-10 years of experience in Solution Architecture, including at least 3 years of hands-on ServiceNow experience.
- Strong experience in ServiceNow architecture, configuration, customisation and enterprise implementation.
- Experience with ServiceNow Customer Service Management (CSM) is preferred.
- Minimum 3 years of experience as a Scrum Master, Agile Delivery Lead or equivalent role.
- Strong knowledge of Agile and Scrum frameworks and experience facilitating Agile ceremonies.
- Experience in enterprise system integration and legacy workflow migration.
- Experience with ServiceNow Performance Analytics, Predictive Intelligence and/or AI capabilities.
- Strong understanding of IT Service Management (ITSM), workflow automation and enterprise integration patterns.
- Experience managing product backlogs, user stories and multi-workstream technology delivery.
- Proven experience in vendor management, technical solution reviews and quality assurance.
- Experience delivering large-scale enterprise digital transformation programmes.
- Knowledge of ERP, HCM, procurement and other enterprise technology platforms.
- Strong analytical, problem-solving, stakeholder management and communication skills.
- Ability to communicate complex technical concepts effectively to both technical and non-technical stakeholders.
- Ability to meet applicable project security clearance requirements.
Preferred Qualifications
- ServiceNow Certified System Administrator (CSA).
- ServiceNow Certified Implementation Specialist (CIS).
- Certified ScrumMaster (CSM), Professional Scrum Master (PSM), SAFe Scrum Master or equivalent Agile certification.
- TOGAF or equivalent enterprise architecture certification.
- Experience with cloud platforms and modern integration technologies.
- Knowledge of AI/ML technologies and enterprise AI applications.
- Experience working in government, public sector or highly regulated environments.
- Experience with scaled Agile frameworks such as SAFe or LeSS.
