Mandatory Certification(s)
- CSA
- 2 CIS (any streams)
- Advanced domain certs (e.g., ITOM Pro)
- CAD
Job Summary
The Solution Architect ServiceNow is responsible for designing end to end ServiceNow solutions that address complex business challenges while aligning with enterprise architecture standards, platform best practices, and long term digital transformation goals. This role bridges business strategy, process design, and technical architecture, ensuring solutions are scalable, secure, upgrade safe, and deliver measurable business value.
Acting as a trusted advisor to senior stakeholders, the Solution Architect leads solution definition across multiple ServiceNow modules, governs design decisions, supports pre sales and delivery assurance, and collaborates closely with Platform Architects, Principal Technical Consultants, and Business Process Consultants. The role plays a pivotal part in shaping solution vision, value realization, and multi year platform roadmaps.
Key Responsibilities
End to End Solution Architecture
- Define holistic ServiceNow solution architectures spanning process, data, integrations, security, and user experience
- Lead solution design across modules such as ITSM, ITOM, CSM, HRSD, CMDB/SACM, SecOps, GRC, and IRM
- Translate business objectives and requirements into scalable and upgrade safe target architectures
- Ensure alignment with enterprise architecture principles and ServiceNow product roadmap
Business & Process Alignment
- Collaborate with Business Process Consultants to shape To Be process designs, value streams, and service journeys
- Guide customers on OOTB first and configuration driven approaches, balancing customization needs with maintainability
- Map business outcomes to platform capabilities, KPIs, and experience level metrics (XLAs)
Technical & Platform Design Oversight
- Partner with Platform Architects and Principal Technical Consultants to define:
- Technical architecture and module boundaries
- Integration patterns (REST/SOAP APIs, Integration Hub, MID Server)
- Data and CMDB models
- Security, RBAC, and compliance models
- Review and approve high level design, functional design, and technical solution documents
- Ensure performance, scalability, resilience, and security are built into design decisions
Pre Sales & Solutioning Leadership
- Lead solution definition for complex opportunities, including approach, scope, architecture, and estimates
- Participate in RFP responses, solution presentations, and executive discussions
- Develop solution blueprints, reference architectures, and accelerators
- Support deal qualification by identifying risks, dependencies, and assumptions
Delivery Assurance & Governance
- Provide architectural oversight during delivery to ensure adherence to approved solution designs
- Act as escalation point for complex design trade offs, integration challenges, and scope changes
- Validate demos, UAT readiness, and go live decisions from a solution perspective
- Ensure consistent design quality across multiple workstreams and vendors
Platform Evolution & Innovation
- Define solution roadmaps aligned to ServiceNow releases and emerging capabilities
- Encourage adoption of advanced features such as:
- AI Search and Virtual Agent
- Performance Analytics and XLAs
- Automation Engine and Gen AI driven workflows
- Drive continuous improvement by identifying opportunities for optimization, consolidation, and modernization
Stakeholder & Executive Engagement
- Act as a trusted solution advisor to senior business, IT, and enterprise architecture stakeholders
- Lead architecture workshops and design governance forums
- Clearly communicate solution trade offs, risks, and value outcomes to executive audiences
Mentorship & Practice Contribution
- Mentor Solution Architects, Platform Architects, and senior consultants
- Contribute to practice standards, methodologies, and best practice assets
- Support CoE initiatives and knowledge sharing across programs
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Required Skills & Qualifications
- 8+ years of experience in ServiceNow solution architecture or enterprise application consulting
- Strong cross domain experience with ServiceNow modules and integrations
- Deep understanding of ITIL v4, enterprise service management, and digital workflows
- Experience leading large, multi domain, global ServiceNow programs
Preferred/Good to Have
ITIL v4 (Foundation or higher) where not already mandatory.
ServiceNow Micro-certifications (e.g., IntegrationHub, Flow Designer, Performance Analytics)
Cloud/EA certifications (e.g., AWS/Azure, TOGAF, IT4IT) based on role.
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