ServiceNow Technical Architect

Overview

The ServiceNow Technical Architect is responsible for designing, governing, and delivering scalable ServiceNow platform solutions that align with business and technology objectives. This role provides technical leadership across ServiceNow implementations, integrations, platform architecture, and modernization initiatives while ensuring adherence to best practices, security standards, and governance frameworks.

The ideal candidate will possess deep expertise in the ServiceNow platform, strong architectural skills, and the ability to lead cross-functional teams in delivering enterprise-grade solutions across multiple ServiceNow modules.

Responsibilities

Platform Architecture & Solution Design

• Design end-to-end ServiceNow solutions aligned with enterprise architecture standards.
• Define platform architecture, integration patterns, data models, and technical roadmaps.
• Lead architectural reviews and provide technical governance for ServiceNow implementations.
• Ensure platform scalability, performance, reliability, and maintainability.
• Evaluate and recommend new ServiceNow capabilities and emerging technologies.

Technical Leadership

• Provide technical direction to developers, administrators, and implementation teams.
• Establish development standards, coding guidelines, and solution governance practices.
• Review and approve technical designs, customizations, workflows, and integrations.
• Mentor junior architects and development teams on platform best practices.
• Drive technical innovation and continuous platform improvement.

ServiceNow Implementation & Delivery

• Lead the technical delivery of ServiceNow projects and enhancements.
• Collaborate with business stakeholders to translate requirements into scalable solutions.
• Ensure successful deployment of ServiceNow applications and platform upgrades.
• Participate in effort estimation, release planning, and technical risk assessments.
• Support Agile and DevOps delivery methodologies.

Integration & Automation

• Design and oversee integrations between ServiceNow and enterprise systems.
• Implement solutions using IntegrationHub, REST/SOAPl APIs, MID Servers, and third-party integration tools.
• Enable workflow automation and orchestration across business processes.
• Ensure data integrity and synchronization across integrated platforms.

Governance, Security & Compliance

• Define and enforce ServiceNow platform governance standards.
• Ensure solutions comply with security, regulatory, and organizational requirements.
• Participate in security reviews, audits, and compliance assessments.
• Develop platform standards for configuration, customization, and release management.

Stakeholder Management

• Partner with business leaders, product owners, and project managers to define solution strategies.
• Communicate technical concepts effectively to both technical and non-technical audiences.
• Provide advisory support for platform optimization and digital transformation initiatives.
• Work closely with ServiceNow product teams and implementation partners.

Requirements

Education

• Bachelor's Degree in Computer Science, Information Technology, Engineering, or a related field.
• Master's degree is an added advantage.

Experience

• 12+ years of overall IT experience.
• 8+ years of hands-on ServiceNow platform experience.
• Proven experience as a Technical Architect or Senior Solution Architect for enterprise ServiceNow implementations.
• Experience delivering large-scale ServiceNow transformation programs.
• Strong expertise in platform customization, integration, and workflow automation.

Technical Skills

ServiceNow Modules

Experience in one or more of the following:

• IT Service Management (ITSM)
• IT Operations Management (ITOM)
• IT Asset Management (ITAM)
• Service Catalog
• Employee Center / HR Service Delivery (HRSD)
• Customer Service Management (CSM)
• Governance, Risk & Compliance (GRC)
• Security Operations (SecOps)
• Strategic Portfolio Management (SPM)

Platform Expertise

• Flow Designer
• IntegrationHub
• Service Portal / Employee Center
• CMDB and Discovery
• Event Management
• Performance Analytics
• UI Builder
• Scoped Applications
• Now Experience Framework

Integration Technologies

• REST APIs
• SOAP Web Services
• JDBC
• LDAP
• SSO (SAML/OAuth)
• MID Server Architecture
• Cloud integrations (Azure, AWS, GCP)

Development Skills

• JavaScript
• Glide APIs
• Business Rules
• Script Includes
• UI Actions
• Client Scripts
• ACLs
• Catalog Development
• Automated Test Framework (ATF)

Leadership Competencies

• Strategic thinking and problem-solving skills.
• Strong stakeholder and relationship management.
• Excellent communication and presentation skills.
• Ability to influence technical and business decisions.
• Experience leading distributed and cross-functional teams.
• Strong focus on quality, governance, and operational excellence.

Preferred Certifications

• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Application Developer (CAD)
• ServiceNow Certified Implementation Specialist (CIS) in one or more modules
• ServiceNow Certified Technical Architect (CTA) Preferred
• ITIL Foundation or ITIL Managing Professional
• TOGAF Certification (Preferred)
• Agile/Scrum Certification

Key Performance Indicators (KPIs)

• Successful delivery of ServiceNow initiatives within scope, budget, and schedule.
• Platform stability, scalability, and performance.
• Adoption of architectural standards and best practices.
• Stakeholder satisfaction and business value realization.
• Reduction in technical debt and customizations.
• Security and compliance adherence.