ServiceNow Architect

Key Responsibilities

• Define, evolve, and maintain the architecture and roadmap of the ServiceNow platform.
• Lead the design and delivery of core ITSM modules, including Incident, Problem, Change, Request, and CMDB.
• Design and guide the development of advanced analytics and reporting capabilities using Performance Analytics, Reporting, and Dashboards.
• Work closely with stakeholders to understand business needs and translate them into practical, sustainable ServiceNow solutions.
• Establish and enforce governance, security, and performance standards for the platform.
• Oversee and optimise integrations with external systems such as monitoring, HR, and finance applications.
• Shape the roadmap for expanding ServiceNow functionality into areas like ITOM, ITBM, HRSD, and CSM.
• Provide technical guidance, coaching, and leadership to platform developers and administrators.
• Conduct architectural reviews and ensure solutions align with organisational technology strategies.
• Keep abreast of new ServiceNow releases and recommend opportunities for enhancement or adoption.

Skills & Experience

• Demonstrated experience as a ServiceNow Architect in enterprise or large-scale environments.
• Comprehensive understanding of ServiceNow platform architecture, capabilities, and limitations.
• Proven background in ITSM processes and ServiceNow module implementation.
• Strong experience developing dashboards, reports, and analytics within the platform.
• Proficient in scripting (JavaScript, Glide), Flow Designer, and IntegrationHub.
• Solid understanding of ServiceNow data structures, CMDB architecture, and service mapping.
• Excellent communication and stakeholder engagement skills.
• ServiceNow Certified System Administrator and Application Developer (preferred).
• ServiceNow Certified Technical Architect (highly desirable).