Service Architect

We are seeking an experienced, hands‑on Service Now Architect to lead solution architecture and platform design for a large-scale telecom transformation programme. The role requires strong technical leadership, stakeholder engagement, and practical delivery experience across Service Now Telecommunications Service Management, Telecom Service Operations Management, Customer Service Management, IT Service Management, IT Operations Management, CMDB, Security Operations, Integrated Risk Management, integrations, and data migration.

• Own end-to-end solution architecture across TSM, TSOM, CSM, ITSM, ITOM, CMDB, Discovery, Service Mapping, Sec Ops, IRM, integrations, reporting, and platform capabilities
• Translate business requirements, process designs, and fit-gap outcomes into scalable Service Now solution designs and implementation roadmaps
• Define the platform blueprint, application boundaries, integration patterns, data flows, security model, and non-functional requirements
• Design telecom service management solutions covering customer, product, service, resource, network, order, incident, case, and service assurance processes
• Lead CMDB and CSDM architecture, including CI hierarchy, product and service modelling, ownership, identification and reconciliation rules, data quality, and governance
• Architect integrations with OSS/BSS, CRM, monitoring, order management, fulfilment, identity, security, Jira, and enterprise systems using appropriate APIs and Integration Hub patterns
• Provide architectural oversight for data migration, including source assessment, mapping, cleansing, reconciliation, validation, and migration cohort planning
• Facilitate discovery workshops, design sessions, technical deep dives, and architecture reviews with business, operations, security, and engineering stakeholders
• Review solution designs, technical specifications, user stories, acceptance criteria, and development outputs to ensure traceability and design compliance
• Define platform governance, coding standards, reusable design patterns, upgrade strategy, release controls, and technical debt management
• Guide development, testing, integration, and Dev Ops teams through build, system integration testing, user acceptance testing, deployment, and transition to support
• Identify architectural risks, assumptions, dependencies, and design decisions, and drive timely resolution through programme governance
• Ensure solutions meet security, performance, resilience, scalability, usability, audit, and regulatory requirements
• Provide technical leadership, mentoring, and quality assurance across the Service Now delivery team

• Extensive experience in Service Now architecture, solution design, and enterprise-scale delivery, preferably within telecommunications
• Strong architecture and implementation experience across TSM, TSOM, CSM, ITSM, ITOM, CMDB, Discovery, Service Mapping, Sec Ops, and IRM
• Strong understanding of telecom customer, product, service, resource, network, order, fulfilment, assurance, and operations domains
• Proven expertise in CSDM, CMDB governance, service modelling, identification and reconciliation, Discovery, and data quality management
• Experience designing complex integrations using REST, SOAP, Integration Hub, MID Server, event-driven patterns, and secure authentication mechanisms
• Hands‑on knowledge of JavaScript, Business Rules, Script Includes, Flow Designer, ACLs, UI Policies, data imports, platform configuration, and custom application development
• Experience with enterprise data migration, environment strategy, release management, CI/CD, upgrades, and Service Now platform governance
• Ability to lead workshops, challenge requirements constructively, communicate architecture decisions clearly, and influence senior business and technical stakeholders
• Strong understanding of security, privacy, audit, performance, scalability, resilience, and non-functional design considerations
• Excellent analytical, documentation, communication, stakeholder-management, and team‑leadership skills

• Service Now Certified Technical Architect or Certified Master Architect is highly desirable
• Service Now Certified System Administrator and Certified Application Developer
• Relevant implementation specialist certifications in ITSM, CSM, Discovery, Service Mapping, Event Management, Sec Ops, IRM, or Telecommunications products
• ITIL or TOGAF certification is advantageous. Relevant cloud, integration, security, or…