Service Solutions Architect

Service Applications, Solution Architect:

• Partner, collaborate and develop positive relationships with stakeholders to understand organizational needs in support of the digital strategy, corporate objectives, and major functional objectives
• Perform gap assessments, formulate investment initiatives that support business prioritie
• Partner with the Program Management Office (PMO) organization to develop roadmaps that optimally reflect corporate priorities and balancing of resources.
• Own and evolve the Service Now platform as enterprise service management foundation, serving as the Solution Architect for all IT-supporting products deployed on the platform — including those currently implemented (e.g., ITSM, ITAM) and those planned for future adoption.
• Manage demand and drive execution of a portfolio of projects through effective prioritization, planning (e.g. clear definition of objectives, success criteria, risks, scope, timelines, cost), vendor management and oversight.
• Define and govern process, system, integration, policies, and data architectures for the Service Now ecosystem, including technical standards, integration patterns, instance strategy, and upgrade management.
• Apply standard methodologies for defining business capabilities, understanding core requirements, and managing vendors for implementation and ongoing support.
• Establish and lead a center of excellence for the Service Now platform, working with different Service Now teams, providing guidance, training, and support; set standards for development practices, testing, release management, and platform governance.
• Architect and implement integrated and automated processes that drive efficiency and ensure the platform is audit-ready at all times; sustain knowledge continuity through appropriate levels of documentation, cross-training, and vendor management.
• Ensure the platform meets 21 CFR Part 11, SOX, and GxP validation requirements, including IQ/OQ/PQ documentation and audit trail integrity.
• Lead the evaluation and onboarding of new Service Now products and capabilities in alignment with IT strategy, conducting build vs. buy assessments and evaluating third-party integrations and marketplace solutions.
• Skills:7+ years of proven experience leading a Service Now platform or development team with hands‑on experience across different functional areas, with demonstrated depth in ITSM, ITOM and ITAM modules; continued growth and responsibilities.
• 10+ years of progressive responsibility in IT applications with a minimum of 7 years partnering and working with multiple business functions on the implementation of new capabilities enabled by IT.
• Proven track record of leading, influencing, and driving initiatives with senior partners.
• Extensive business system analysis skills and strong experience with system development lifecycle methodologies (e.g. Agile, Waterfall)
• Strong background in IT operations, administration, and enterprise solutions.
• 3+ years of direct people management experience, including hiring, developing, and retaining technical talent.
• The ability and willingness to roll up sleeves as needed to drive team success.
• Ability to work in a cross-functional federated model.
• Experience in the Pharmaceutical/Biopharmaceutical industry and working in a GxP compliant environment is strongly preferred.
• EDUCATION:
  Bachelor’s degree in a related field (Computer Science, Information Systems, Business, etc.).
• MBA or relevant certifications (e.g., ITIL, PMP, Service Now Certified Implementation Specialist) are strongly preferred.