ServiceNow Solution Architect

Title: ServiceNow Solution Architect

Location Remote

Duration: 12+ Months
Type: Contract

Mandatory Areas

Must Have Skills

• Skill 1 ServiceNow Solution Architecture
• Skill 2 ServiceNow Scripting (JavaScript, Glide API)
• Skill 3 Flow Designer and Integration Hub
• Skill 4 ServiceNow Configuration (workflows, UI policies, data policies, business rules, client scripts)
• Skill 5 Business Requirement Gathering and Documentation (BRD, FRD, user stories)
• Skill 6 Stakeholder Engagement and Communication
• Skill 7 Agile/Scrum Methodology
• Skill 8 Multi-module Experience (ITSM, ITOM, CSM, HRSD, IRM, Custom Apps)
• Domain Experience (If any) IT Service Management / Enterprise Service Automation

Preferred Certifications

• CSA (Certified System Administrator)
• CAD (Certified Application Developer)
• We are seeking an experienced ServiceNow Solution Architect who will lead the end-to-end design and implementation of ServiceNow solutions across various modules. The ideal candidate will also take on partial Business Analyst responsibilities including stakeholder engagement, requirement elicitation, documentation, and ensuring alignment between the business objectives and technical implementation. This is a hybrid role that requires both strategic technical leadership and strong analytical & communication skills to serve as a bridge between clients and delivery teams.

Key Responsibilities: Solution Architecture:

• Design scalable and high-performing ServiceNow solutions across ITSM, ITOM, CSM, HRSD, or other modules as per client needs.
• Provide expert guidance on ServiceNow best practices, out-of-the-box capabilities, and customizations.
• Own the technical architecture and oversee the full solution lifecycle from concept through deployment.
• Create architecture blueprints, technical diagrams, integration strategies, and governance frameworks.
• Provide direction to development teams, ensuring adherence to architectural and coding standards.
• Ensure compliance with security, performance, and scalability standards.

Business Analysis & Stakeholder Engagement:

• Collaborate with business stakeholders to gather and analyze high-level and detailed requirements.
• Prepare and maintain BRDs (Business Requirement Documents), FRDs (Functional Requirement Documents), and user stories.
• Conduct workshops, discovery sessions, and gap analysis exercises to assess current state vs. desired state.
• Translate business requirements into technical specifications and ensure clear communication with the development team.
• Act as a liaison between the business and technical teams to ensure a shared understanding and successful delivery. Delivery Oversight & Governance:
• Review and validate the quality and alignment of delivered solutions.
• Conduct design reviews and approve technical deliverables.
• Provide technical leadership during planning, sprint grooming, and retrospectives.
• Assist with UAT planning and post-deployment support.
• Documentation & Communication:
• Maintain system architecture documentation and version-controlled repositories.
• Create solution presentation decks for internal and client stakeholders.
• Deliver executive-level reporting on architecture roadmap and project milestones.

Required Skills & Experience:

• 8+ years of total ServiceNow experience, with at least 3+ years in a Solution Architect role.
• Strong exposure to multiple ServiceNow modules such as ITSM, ITOM, CSM, HRSD, IRM, or custom app development.
• Hands-on experience with ServiceNow scripting (JavaScript, Glide API), Flow Designer, and Integration Hub.
• Proficiency in ServiceNow configuration, workflows, UI policies, data policies, business rules, client scripts.
• Experience in gathering and documenting business requirements (BRD, FRD, user stories). Strong stakeholder engagement and client-facing communication skills.
• Ability to lead workshops and translate functional needs into technical solutions.
• Experience in Agile/Scrum methodologies and working within a cross-functional team.
• Preferred Qualifications:
• ServiceNow Certifications: CSA (Certified System Administrator), CAD (Certified Application Developer), and CSA (Certified Implementation Specialist) in one or more modules.
• Experience with ServiceNow integrations using REST, SOAP, MID Servers, and third-party tools. Experience with CMDB and data modeling is a plus.
• Familiarity with ITIL v3/v4 framework.
• Excellent problem-solving skills and ability to work independently.

Soft Skills:

• Excellent verbal and written communication.
• Strong analytical and organizational skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Proactive, self-driven, and client-focused.