Service Solutions Architect

Role summary 

The Senior ServiceNow Architect designs and leads solutions across the ServiceNow platform and acts as a trusted advisor to both business and IT. The role owns the overall architecture, sets standards and guardrails, and guides delivery teams so that implementations are scalable, secure, and aligned to service management best practice. This includes a strong focus on IT asset management using the Hardware Asset Management (HAM) and Software Asset Management (SAM) modules. The architect works closely with stakeholders, developers, administrators and partners to turn business requirements into practical ServiceNow solutions and to maximise value from the platform over time. 

Key responsibilities: 

• Lead overall ServiceNow platform architecture and roadmap in line with business and IT strategy, including ITOM / ITAM using HAM and SAM 

• Translate requirements into solution designs, data models and integration patterns that use out of the box capability wherever possible 

• Produce and maintain design documents and architecture diagrams for new and existing solutions 

• Provide design authority across implementations, reviewing configurations and customisations to ensure they follow agreed standards and good practice 

• Guide and support developers and administrators through design reviews, code reviews and mentoring 

• Own or contribute to CMDB and operations design, including discovery, monitoring and service mapping 

• Design and govern integrations between ServiceNow and other enterprise systems, for example inventory tools, monitoring, procurement and finance 

• Contribute to platform governance, including design review forums, change control and reuse of shared components 

• Work with security and risk teams to make sure roles, access models and integrations meet security and compliance requirements 

• Engage business and IT stakeholders through workshops and demos, explaining options, trade offs and risks in clear language 

• Identify opportunities to extend platform use, for example expanding ITAM coverage across more business units, and feed these into backlogs and roadmaps 

• Support pre sales and estimation activities where architectural input is required 

Experience: 

• Strong hands on experience designing and delivering solutions on the ServiceNow platform in an architect or technical lead role 

• Practical experience implementing or extending ITAM capabilities, with real use of HAM and SAM for lifecycle and compliance 

• Proven background working with multiple ServiceNow products beyond core ITSM, for example ITOM, HR, CSM or SecOps 

• Experience working in consulting or enterprise environments with cross functional teams and external partners 

• Track record of working directly with business stakeholders to shape requirements and processes, including asset and license management 

• Experience leading or mentoring ServiceNow developers and administrators through delivery cycles 

• Practical exposure to Agile delivery and ITIL based service management 

Skills: 

• Deep understanding of ServiceNow platform architecture, configuration and scripting 

• Good knowledge of IT asset management processes and how they are implemented on the platform, including lifecycle, contracts, entitlement and compliance 

• Ability to design end to end workflows, data models and integrations that are robust and supportable 

• Good knowledge of CMDB concepts, discovery approaches and event or operations management, and how these support asset and service management 

• Solid understanding of integration technologies such as REST APIs and web services, and how ServiceNow connects to inventory, monitoring, procurement and finance systems 

• Strong communication and presentation skills, able to explain complex designs to both technical and non technical audiences 

• Comfortable facilitating workshops, producing clear design artefacts, and providing options with pros and cons 

• Collaborative mindset, willing to seek input from subject matter experts and share knowledge with the wider team 

Certifications: 

• ServiceNow Certified System Administrator (CSA) 

• One or more ServiceNow Certified Implementation Specialist certifications, for example ITAM, HAM or SAM, ITOM, HR, CSM or SecOps 

• Nice to have, ServiceNow Certified Application Developer or equivalent advanced certification 

• Relevant ITIL or Agile certifications are an advantage but not mandatory