Servicenow Solution Architect

Location:

(Bridgewater, NJ / Charlotte, NC / Bellevue, WA / Plano, TX / Santa Clara, CA)

• CSA
• 2 CIS (any streams)
• Advanced domain certs (e.g., ITOM Pro)
• CAD

The Solution Architect – Service Now is responsible for designing end‑to‑end Service Now solutions that address complex business challenges while aligning with enterprise architecture standards, platform best practices, and long‑term digital transformation goals. This role bridges business strategy, process design, and technical architecture
, ensuring solutions are scalable, secure, upgrade‑safe, and deliver measurable business value.

Acting as a trusted advisor to senior stakeholders, the Solution Architect leads solution definition across multiple Service Now modules, governs design decisions, supports pre‑sales and delivery assurance, and collaborates closely with Platform Architects, Principal Technical Consultants, and Business Process Consultants. The role plays a pivotal part in shaping solution vision, value realization, and multi‑year platform roadmaps.

• Define holistic Service Now solution architectures spanning process, data, integrations, security, and user experience
• Lead solution design across modules such as ITSM, ITOM, CSM, HRSD, CMDB/SACM, Sec Ops, GRC, and IRM
• Translate business objectives and requirements into scalable and upgrade‑safe target architectures
• Ensure alignment with enterprise architecture principles and Service Now product roadmap

• Collaborate with Business Process Consultants to shape To‑Be process designs, value streams, and service journeys
• Guide customers on OOTB‑first and configuration‑driven approaches
  , balancing customization needs with maintainability
• Map business outcomes to platform capabilities, KPIs, and experience‑level metrics (XLAs)

• Partner with Platform Architects and Principal Technical Consultants to define:
• Technical architecture and module boundaries
• Integration patterns (REST/SOAP APIs, Integration Hub, MID Server)
• Data and CMDB models
• Security, RBAC, and compliance models
• Review and approve high‑level design, functional design, and technical solution documents
• Ensure performance, scalability, resilience, and security are built into design decisions

• Lead solution definition for complex opportunities
  , including approach, scope, architecture, and estimates
• Participate in RFP responses
  , solution presentations, and executive discussions
• Develop solution blueprints, reference architectures, and accelerators
• Support deal qualification by identifying risks, dependencies, and assumptions

• Provide architectural oversight during delivery to ensure adherence to approved solution designs
• Act as escalation point for complex design trade‑offs, integration challenges, and scope changes
• Validate demos, UAT readiness, and go‑live decisions from a solution perspective
• Ensure consistent design quality across multiple work streams and vendors
• Define solution roadmaps aligned to Service Now releases and emerging capabilities
• Encourage adoption of advanced features such as:
• AI Search and Virtual Agent
• Performance Analytics and XLAs
• Automation Engine and Gen‑AI–driven workflows
• Drive continuous improvement by identifying opportunities for optimization, consolidation, and modernization

• Act as a trusted solution advisor to senior business, IT, and enterprise architecture stakeholders
• Lead architecture workshops and design governance forums
• Clearly communicate solution trade‑offs, risks, and value outcomes to executive audiences
• Mentor Solution Architects, Platform Architects, and senior consultants
• Contribute to practice standards, methodologies, and best‑practice assets
• Support CoE initiatives and knowledge‑sharing across programs

• 8+ years of experience in Service Now solution architecture or enterprise application consulting
• Strong cross‑domain experience with Service Now modules and integrations
• Deep understanding of ITIL v4
  , enterprise service management, and digital workflows
• Experience leading large, multi‑domain, global Service Now programs

ITIL v4 (Foundation or higher) where not already mandatory.

Service Now Micro-certifications (e.g., Integration Hub, Flow Designer, Performance Analytics)

Cloud/EA certifications (e.g., AWS/Azure, TOGAF, IT4IT) based on role.