Job Description & How to Apply Below
(Experience – 8+ years)
Role Overview
The Service Now Solution Architect is responsible for designing, governing, and delivering scalable Service Now solutions aligned with business requirements, enterprise architecture standards, and platform best practices. This role acts as the technical authority across Service Now implementations, ensuring solutions are secure, maintainable, and future‑ready.
The architect collaborates closely with business stakeholders, product owners, developers, and IT leadership to translate strategic goals into robust Service Now architectures.
Key Responsibilities
Solution Architecture & Design
Design end‑to‑end Service Now architectures across modules such as ITSM, ITOM, ITAM, HAM, Agentic AI and custom apps
Define overall platform strategy , integration patterns, and data models
Ensure adherence to Service Now best practices, out‑of‑box capabilities, and upgrade‑safe design
Create high‑level and low‑level designs (HLD/LLD), architecture diagrams, and technical solution documents
Platform Governance & Quality
Establish and enforce Service Now solution governance , standards, and architectural guidelines
Review designs and customizations to minimize technical debt
Ensure solutions meet security, compliance, performance, and availability requirements
Oversee platform health, scalability, and long‑term sustainability
Stakeholder Collaboration
Engage with business leaders and process owners to understand requirements and translate them into technical solutions
Act as a trusted advisor to customers and internal stakeholders
Provide architectural guidance during presales, roadmap planning, and value realization discussions
Integration & Automation
Architect integrations with enterprise systems (ERP, IAM, monitoring tools, CI/CD pipelines, cloud platforms, etc.)
Define API, MID Server, event‑driven, and workflow orchestration approaches
Enable automation using Flow Designer, Integration Hub, and scripting when required
Delivery & Enablement
Guide and mentor Service Now developers and technical leads
Review code and configurations for quality and compliance
Support testing, deployments, upgrades, and platform enhancements
Contribute to continuous improvement and platform innovation
Required Skills & Competencies
Technical Skills
Deep expertise in Service Now platform architecture
Strong hands‑on knowledge of:
ITSM, ITOM, ITAM, HAM, Agentic AI
Flow Designer, Catalog, CMDB, Discovery
Script Includes, Business Rules, Client Scripts (architectural understanding)
Experience with Service Now integrations and REST/SOAP APIs
Strong understanding of cloud, ITIL processes, and enterprise systems
Architecture & Design Skills
Enterprise and solution architecture methodologies
Experience designing complex, multi‑module Service Now ecosystems
Ability to balance configuration vs customization decisions
Soft Skills
Excellent communication with technical and non‑technical audiences
Strong stakeholder management and leadership abilities
Analytical problem‑solving mindset
Mentoring and decision‑making capability
Required Qualifications
Bachelor's degree in Computer Science, Information Systems, or equivalent experience
8+ years of IT experience , with 4+ years on Service Now
Proven experience delivering large‑scale Service Now implementations
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