Senior Servicenow Architect​/Lead

Title: Senior Service Now Architect/Lead - ITSM, ITBM, ITAM, ITOM

Location: Remote (Netherlands) | Travel as needed

Role type: Permanent employment

Role

Summary:

We are seeking a seasoned Senior Service Now Architect/Lead to guide and deliver end-to-end Service Now implementations and enhancements across ITSM, ITBM, ITAM, ITOM, HRSD, CSM, SPM, FSM, and scoped applications. You will lead a team of Service Now professionals, architect technical solutions, ensure adherence to platform best practices, and collaborate with business analysts, platform owners, and stakeholders in an Agile/Scrum environment.

Key Responsibilities:

• Lead and mentor a team of Service Now resources across Implementation, Integration, Data Transfer, Support, and Development, including enhancement requests.
• Develop and administer technically robust Service Now solutions that meet IT department and broader business needs.
• Apply best-practice web programming techniques (JavaScript, AJAX, HTML, CSS) to design, configure, and optimize solutions on the Service Now platform.
• Translate business requirements into technical specifications; provide options, risk assessments, and ITIL-aligned process impacts.
• Manage development life cycle tasks, monitor outstanding needs, and deliver timely status updates to project management.
• Communicate complex technical issues and solutions to both technical and non-technical stakeholders.
• Act as an L3 Service Now expert for platform incidents, defects, and major issues; drive root-cause analysis and resolution.
• Plan, design, and architect Service Now integrations; establish platform roadmap with Platform Owner and stakeholders.
• Define and enforce platform best practices, standards, and governance; drive platform upgrades and release planning.
• Provide technical direction, hands‑on development, and training to the Platform team.
• Collaborate with process owners, business analysts, and product owners to align architecture with ITIL processes and business objectives.
• Support global delivery with a focus on quality, efficiency, and customer satisfaction.

Required Qualifications:

• 8-12 years of ITSM administration/implementation/configuration in medium to large organizations.
• 5-8 years of hands‑on Service Now administration/implementation/configuration across ITSM, ITBM, ITAM, ITOM, HRSD, CSM, SPM, FSM, and scoped applications.
• Proven experience leading multiple Service Now implementations and end-to-end life cycle delivery (including at least one complete implementation life cycle).
• Strong background in Service Now custom application design and development; experience with scoped apps is a plus.
• Experience with Discovery configuration and Run Book Automation (preferred).
• Solid knowledge of web technologies:
  JavaScript, Ajax, HTML, CSS.
• ITIL knowledge and/or ITIL certification is desirable.
• Excellent written and verbal communication; strong customer service orientation.
• Ability to translate requirements into technical solutions and to communicate effectively to both technical and non-technical audiences.
• Ability to manage multiple priorities in a dynamic, global delivery environment.

Preferred Qualifications:

• Experience with integration design/architecture, data migration, and enterprise-scale ITSM transformations.
• Prior exposure to other leading ITSM tools and platforms.
• Ability to work in an Agile/Scrum environment; comfortable with backlog grooming, sprint planning, and status reporting.

What We Offer:

• Permanent, remote-first role with global client exposure.
• Flexible work environment with opportunities for travel as required.
• Competitive compensation and benefits package.
• Professional growth: exposure to diverse industries, large-scale implementations, and leadership development.
• Collaborative, inclusive culture with a focus on delivering impact for clients.

Location and Travel:

• Global remote position with occasional travel to client sites or internal events as needed.

How to Apply:

If you're a strategic technologist who can architect robust Service Now solutions, lead high-performing teams, and drive successful, scalable deployments in a global consulting context, we want to hear from you. Please submit your resume and a brief note outlining your relevant Experience and a few examples of your past Service Now implementations.

Equal Opportunity:

We are an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees.