Job Summary

Senior ServiceNow Technical Architect role is aligned to ServiceNow Global Elite Partner expectations. The architect acts as a technical authority and trusted advisor, owning end-to-end ServiceNow architecture, multi-workflow solution strategy, platform governance, and technical assurance for large-scale, complex, enterprise implementations. The role spans delivery excellence, architectural governance, and long-term platform strategy aligned with the ServiceNow product roadmap.

Key Responsibilities

• Own ServiceNow platform architecture, reference architectures, and technical roadmap across accounts
• Define and enforce architectural standards, guardrails, and design patterns aligned with ServiceNow best practices
• Lead multi-workflow enterprise implementations spanning IT, Employee, and Customer workflows
• Provide final technical authority for complex or high-risk architectural decisions
• Ensure platform scalability, performance, security, and regulatory compliance
• Design and govern enterprise integrations using REST, SOAP, IntegrationHub, MID Server, iPaaS and event-driven patterns
• Drive CMDB strategy, CSDM adoption, service modeling accuracy, and data governance
• Conduct architecture reviews, platform health checks, and technical audits
• Act as final escalation point for critical and enterprise-impacting technical issues
• Lead client-facing architecture workshops, roadmap sessions, and design walkthroughs
• Support pre-sales activities including solutioning, estimations, RFP responses, and technical assurance

Skill Requirements

ServiceNow Module Experience (Multi-module mandatory)

• ITSM (Incident, Problem, Change, Request, Knowledge)
• ITOM (Discovery, Service Mapping, Event Management, Orchestration)
• Customer Service Management (CSM)
• HR Service Delivery (HRSD)
• Strategic Portfolio Management (SPM / ITBM)
• Security Operations (SecOps) and/or GRC
• Enterprise Service Management (ESM)
• Service Portal and Employee Center

Architecture & Platform Competencies

• Deep expertise in Now Platform architecture, instance strategy, and upgrade lifecycle management
• Strong CMDB/CSDM architecture and enterprise service modeling capability
• Advanced enterprise integration architecture and system landscape design
• Platform performance optimization, scalability planning, and security hardening
• Strong grounding in ITIL and enterprise architecture principles
• Ability to balance out-of-the-box capabilities with controlled customisation at scale

Other Requirements

Certifications

• Mandatory: ServiceNow Certified System Administrator (CSA)
• Mandatory: ServiceNow Certified Application Developer (CAD)
• Mandatory: ServiceNow Certified Technical Architect (CTA)
• Mandatory: Minimum 4-6 ServiceNow Certified Implementation Specialist (CIS) certifications
• Highly Recommended: ServiceNow Certified Master Architect (CMA)

Ideal Candidate Profile

• Recognised ServiceNow technical authority within large programmes or accounts
• Proven experience delivering enterprise-scale, multi-workflow ServiceNow transformations
• Strong senior stakeholder and customer-facing presence
• Capability to influence platform strategy, enforce governance, and drive long-term value for clients