ServiceNow Solution Architect

Requested Expertise

Architect

Skills Level

Senior

Resource Expertise Description

The ServiceNow Solution Architect will join an in-flight ServiceNow programme where the platform is already in place and delivery activity has already begun. The role will rapidly assess the current solution architecture, implementation progress, platform configuration, integrations, backlog, design decisions, risks and delivery dependencies, then provide practical architectural leadership to stabilise and accelerate the work. The architect will ensure the ServiceNow solution is designed and delivered as an integrated, scalable and sustainable platform capability that supports agreed business and technology outcomes. This includes validating design decisions already made, identifying gaps or rework, aligning the solution across ServiceNow products and enterprise systems, resolving architectural and delivery issues, and collaborating with platform, process, technical, security, data, integration, operations and business teams essential to project success.

Key Responsibilities

· Rapidly review the in-flight ServiceNow programme, including completed work, agreed scope, solution architecture, platform configuration, integrations, data model, backlog, delivery plan, risks and open design decisions.

· Validate whether the current solution design supports the required business outcomes, platform strategy, operational model, user experience, integration needs, security requirements and delivery roadmap.

· Identify gaps, inconsistencies, technical debt, configuration issues, process misalignment, integration risks, ownership gaps and design decisions that require confirmation, correction or remediation.

· Refine the end-to-end ServiceNow solution architecture where required, including process design, data model, integrations, workflow design, security model, reporting needs, platform controls and alignment to ServiceNow best practice.

· Work with the existing delivery team to prioritise backlog items, unresolved design questions, platform dependencies, integration work, testing needs, adoption considerations and delivery blockers.

· Assess and improve integration patterns using APIs, Integration Hub, import sets, orchestration, connectors and approved enterprise integration approaches already in use or planned.

· Provide architectural oversight across relevant ServiceNow modules and capabilities, such as ITSM, ITOM, ITAM, CSM, HRSD, SecOps, SPM, CMDB, workflows, portals, reporting and automation, depending on programme scope.

· Collaborate with business process owners, enterprise architecture, platform engineering, security, data, integration, operations, service management, testing, change and adoption teams to confirm dependencies, ownership, success criteria and delivery responsibilities.

· Provide hands-on architectural guidance during ongoing build, configuration, integration, testing, defect resolution, data migration, deployment planning, operational readiness and adoption activities.

· Prepare clear mid-project recommendations, decision records, remediation plans, solution options, implementation guidance, readiness assessments and transition materials to keep delivery aligned and sustainable.

Expertise Must Have

· Strong ServiceNow solution architecture experience, including the ability to assess and improve an in-progress implementation rather than start from a blank page. · Hands-on knowledge of the ServiceNow platform, including configuration, workflows, data model, security, integrations, reporting, user experience and platform governance. · Experience across one or more ServiceNow product areas such as ITSM, ITOM, ITAM, CSM, HRSD, SecOps, SPM, CMDB, portals, automation or custom applications. · Ability to review existing architecture, configuration, integrations, backlog items, design decisions, test outcomes and delivery artefacts quickly and pragmatically. · Experience identifying solution gaps, process misalignment, configuration risks, integration issues, data quality concerns, security considerations, ownership ambiguity and adoption barriers in live or in-flight environments. · Ability to balance architectural best practice with project realities, preserving useful work already completed while correcting material gaps before they become embedded. · Understanding of ITIL, enterprise service management, workflow automation, platform operating models and operational support processes. · Experience integrating ServiceNow with enterprise systems, cloud platforms, monitoring tools, identity providers, data sources and service management tooling. · Strong facilitation skills for workshops with existing project teams and stakeholder groups to confirm scope, decisions, risks, dependencies, ownership and revised delivery priorities. · Excellent stakeholder management and documentation skills, including solution design reviews, gap assessments, decision logs, remediation plans, integration specifications, test support, governance artefacts and executive-ready

Expertise Nice to Have

· ServiceNow Certified System Administrator, Certified Implementation Specialist, Certified Application Developer or relevant ServiceNow architecture certifications. · Experience joining a ServiceNow or enterprise workflow programme mid-flight and providing recovery, assurance, design correction or delivery acceleration support. · Experience designing cross-module ServiceNow solutions that span process, data, workflow, integration, user experience, reporting, security and operating model considerations. · Experience with ServiceNow implementation practices, platform governance, release management, environment strategy, technical standards and delivery assurance. · Knowledge of cloud platforms, hybrid infrastructure, identity and access management, enterprise integration patterns, data migration and reporting or analytics approaches. · Experience supporting audit, regulatory, operational resilience, cyber risk, service management, customer service, employee experience or business workflow use cases through ServiceNow. · Consulting or programme delivery experience, including working with incomplete documentation, inherited decisions, active delivery teams, delivery pressure and multiple stakeholder groups.