Enterprise Architect Service

Job title: Enterprise Architect Service Now

Office location with Hybrid working: Hammersmith

The Enterprise Architect – Service Now is a senior individual contributor within the Enterprise Architecture function, accountable for the architecture, governance and roadmap of the Service Now platform as a strategic workflow and service management capability across the company. The role owns the platform target architecture and standards, spanning core modules such as CMDB/CSDM, IT Service Management (ITSM), Customer Service Management (CSM), Field Service Management (FSM) and IT Operations Management(ITOM), ensuring the platform is coherent, scalable, well-governed and aligned with the enterprise architecture and customer-centric transformation goals.

The architect defines howService

Now integrates with the wider OSS/BSS and enterprise landscape, establishes configuration-over-customisation principles, instance and upgrade strategy, and data/CMDB governance, and champions the adoption of platform AI capabilities (e.g. Now Assist, predictive intelligence and intelligent automation). Designs are presented through the Architecture Review Board and Design Review Board, working in close partnership with Service Operations, Customer Experience, Field Operations, Networks and deliveryfunctions, as well as the Service Now vendor and implementation partners.

Success requires outstanding communication and stakeholder management: the architect must be able to simplify complex platform scenarios for executive, business and technical audiences, and to guide solutions through the full project delivery lifecycle to successful outcomes.

• Own the definition, governance and evolution of the Service Now platform architecture, including target architecture, transition states and roadmap, aligned with the enterprise architecture and strategic vision.
• Definearchitecture and standards across core modules including CMDB/CSDM, ITSM, CSM, FSM and ITOM(Discovery, Event Management, Service Mapping), and assess the fit of additional capabilities (e.g. Telecommunications Service Management, ITAM, HRSD, App Engine) against business demand.
• Establish and enforce configuration-over-customisation principles, technical debt management, instancestrategy and upgrade/release governance to keep the platform healthy, performant and evergreen.
• Champion adoption ofService
  
  Now AI and automation capabilities (e.g. Now Assist/GenAI, Predictive Intelligence, Virtual Agent, Flow Designer/Integration Hub) to enable intelligent automation and improved customer and operational outcomes.
• Own the CMDB architecture and data model, aligned with the Common Service Data Model (CSDM), ensuring a trusted, well-governed source of configuration and service data.
• Define discovery, service mapping and data population strategies, including reconciliation with network inventory, monitoring and asset sources, with clear data ownership and integrity controls.
• Work with the Data function to align Service Now data architecture with the wider enterprise data strategy, reporting and analytics.

• Define the integration architecture between Service Now and the wider OSS/BSS and enterprise landscape (e.g. network inventory and assurance systems, CRM/billing, workforce and field systems, data platforms), favouring API-led and event-driven patterns via Integration Hub, REST/SOAP and MID Servers.
• Provide architectural leadership on strategic programmes with Service Now scope, taking an end-to-end view across business processes, platform capabilities and integrations through the full project delivery lifecycle.
• Produce and review high-level and solution designs, presenting them through the Architecture Review Board (ARB) and Design Review Board (DRB) with clear rationale, options analysis and traceability.
• Actively resolve complexplatform, data and integration issues, providing clear direction and pragmaticsolutions that keep delivery moving.

• Build strong, trusted relationships with stakeholders across Service Operations, Customer Experience, Field Operations, Networks and delivery functions, acting as the recognised authority for Service Now architecture.
• Present complex platform scenarios in a clear, simple and compelling way to audiences ranging fromdevelopers to senior leadership.
• Support the management of the Service Now vendor relationship and implementation partners,contributing to licensing, roadmap and capability discussions to ensure value for money.

• Define and operate platform governance: demand intake, design authority for platform changes,development standards, security and access model, and environment/instance management.
• Set standards, patterns and ways of working for Service Now design and development, coaching developers, designers and analysts to raise capability across the…