Service Solution Architect

Overview

Matrix Global Services is seeking an experienced Service Now Solution Architect to lead enterprise Service Now transformation programs for our growing portfolio of clients. This role combines strategic consulting, solution architecture, technical leadership, and client engagement responsibilities. The successful candidate will serve as the primary architecture lead, helping organizations maximize the value of the Service Now platform while designing scalable, maintainable, and business-aligned solutions across multiple Service Now product suites.

You will work closely with executive stakeholders, business leaders, platform owners, and technical teams to define roadmaps, establish governance standards, and deliver enterprise-wide Service Now capabilities that improve operational efficiency, service management, employee experience, and digital workflows.

• Lead the design and architecture of enterprise Service Now solutions across multiple product lines.
• Define scalable platform architectures aligned with business objectives and Service Now best practices.
• Drive platform governance, instance strategy, upgrade planning, and technical standards.
• Design solutions that prioritize configuration over customization while ensuring long-term maintainability.
• Establish architectural patterns for security, scalability, performance, and operational excellence.
• Review and approve technical designs, development approaches, and platform enhancements.

• Lead end-to-end Service Now implementation and transformation engagements from discovery through deployment and post-production support.
• Conduct workshops to gather, analyze, and validate business and technical requirements.
• Translate complex business needs into scalable Service Now solutions and implementation roadmaps.
• Drive solution delivery across Agile and hybrid project environments.
• Ensure projects are delivered according to scope, budget, quality, and timeline expectations.
• Identify project risks, dependencies, and mitigation strategies throughout the engagement lifecycle.

• Design integrations between Service Now and enterprise systems including:
• ERP platforms
• CRM systems
• HRIS applications
• IT Operations tools
• Data and analytics platforms
• Architect integration solutions using:
• REST APIs
• SOAP Web Services
• MID Server
• Integration Hub
• Import Sets
• Webhooks and event-driven integrations
• Define data governance and system interoperability strategies across enterprise ecosystems.
• Collaborate with enterprise architects and infrastructure teams to align platform capabilities with organizational standards.

• Serve as a trusted advisor and strategic consultant to client executives and technology leaders.
• Lead architecture workshops, solution reviews, steering committee presentations, and executive briefings.
• Communicate technical concepts and platform strategies to both technical and non-technical audiences.
• Build strong relationships with client sponsors and business stakeholders.
• Provide strategic recommendations on Service Now platform adoption, optimization, and expansion opportunities.

• Support pre-sales activities, solution development, architecture reviews, and proposal responses.
• Contribute to the development of Service Now accelerators, methodologies, templates, and best practices.
• Mentor consultants, developers, and junior architects.
• Conduct internal training and knowledge-sharing sessions.
• Stay current with Service Now product releases, platform innovations, and industry trends.

• 7+ years of experience in enterprise technology consulting, solution architecture, or platform implementation roles.
• 5+ years of hands-on Service Now experience.
• Minimum 3 years serving as a Solution Architect, Lead Architect, or Technical Lead.
• Proven experience delivering enterprise-scale Service Now implementations.
• Demonstrated expertise across at least two or more Service Now product lines.

• Strong experience architecting and delivering solutions across IT Service Management (ITSM), IT Operations Management (ITOM), Customer Service Management (CSM), HR Service Delivery (HRSD), Strategic Portfolio Management (SPM), Service Catalog & Request Management, Asset Management, CMDB & Discovery, and Workflow Automation.

• Deep understanding of Service Now platform architecture and administration.
• Expertise with:
  Service Now Studio, Flow Designer, Integration Hub, Service Portal, UI Builder, CMDB, Discovery, MID Server.
• Strong experience with API integrations using REST, SOAP, JSON, and XML.
• Working knowledge of JavaScript, Service Now scripting (Business Rules, Script Includes, Client Scripts), Flow Designer Automation.
• Familiarity with Agile delivery methodologies and tools such as Jira and Azure Dev Ops.

• Service Now Certified System Administrator (CSA) – Required
• Minimum one Certified Implementation…