ServiceNow Architect

Key Responsibilities

• Define and maintain the overall architecture of the ServiceNow platform.
• Lead the design and implementation of core ITSM modules (Incident, Problem, Change, Request, CMDB).
• Architect and oversee the development of a comprehensive reporting and analytics framework using Performance Analytics, Reporting, and Dashboards.
• Collaborate with stakeholders to gather requirements and translate them into scalable solutions.
• Ensure platform governance, security, and performance best practices are followed.
• Design and oversee integrations with third-party systems (e.g., monitoring tools, HR, finance).
• Develop a roadmap for future module adoption (ITOM, ITBM, HRSD, CSM, etc.).
• Provide technical leadership and mentorship to ServiceNow developers and administrators.
• Conduct architectural reviews and ensure alignment with enterprise IT strategy.
• Stay current with ServiceNow releases and recommend adoption strategies.

Required Skills & Experience

• Proven experience as a ServiceNow Architect in enterprise environments.
• Deep understanding of ServiceNow platform capabilities and limitations.
• Strong experience with ITSM processes and ServiceNow modules.
• Expertise in ServiceNow reporting tools including Performance Analytics, Scheduled Reports, and Dashboards.
• Experience with scripting (JavaScript, Glide), Flow Designer, and IntegrationHub.
• Familiarity with ServiceNow data models, CMDB design, and service mapping.
• Excellent communication and stakeholder management skills.
• ServiceNow Certified System Administrator and Certified Application Developer (preferred).
• ServiceNow Certified Technical Architect (highly desirable).

About the Organisation

This organisation is a leading provider of innovative technology and operational services supporting clients across multiple industries and regions. With a focus on delivering scalable solutions and digital transformation, the company leverages advanced platforms and deep domain expertise to help partners improve operational efficiency and customer experience.

Operating across several business divisions, the organisation provides end-to-end services encompassing technology consulting, systems integration, managed services, and strategic digital enablement. Its teams work collaboratively to deliver results through innovation, agility, and excellence in execution.