ServiceNow Architect

LTM is a global technology consulting and digital solutions company that enables enterprises across industries to reimagine business models, accelerate innovation, and maximize growth by harnessing digital technologies. As a digital transformation partner to more than 750 clients, LTM brings extensive domain and technology expertise to help drive superior competitive differentiation, customer experiences, and business outcomes in a converging world. Powered by nearly 90,000 talented and entrepreneurial professionals across more than 30 countries, LTM — a Larsen & Toubro Group company — combines the industry-acclaimed strengths of erstwhile Larsen and Toubro Infotech and Mindtree in solving the most complex business challenges and delivering transformation  more information, please visit .

Title :
Service Now lead/architect

Location:

Stratford UK – 2-3 days a week in office

Service Now Lead Consultant / Senior Service Now Solution Architect with 10+ Yrs of Exp

Job Summary

We are seeking a highly experienced Service Now professional to lead the design, implementation, and optimization of Service Now ITSM and Employee Experience solutions. The ideal candidate will possess strong expertise in Service Now ITSM Pro, Now Assist, Agentic AI, Virtual Agent, Platform Analytics, Service Portal, UI Builder, and enterprise integrations. The role involves working closely with business stakeholders, architects, and delivery teams to design scalable digital workflows, AI-driven automation, and user-centric service experiences.

Key Responsibilities

Service Now Platform & ITSM

• Lead implementation and enhancement of ITSM processes including Incident, Problem, Change, Request, Knowledge, and Major Incident Management.
• Configure and optimize ITSM Pro capabilities and best practices.
• Drive Service Now platform governance, performance, scalability, and upgrade planning.

Now Assist & Agentic AI

• Design and implement Service Now Now Assist capabilities across ITSM processes.
• Define and configure AI Agents, Agentic Workflows, and AI-powered operational use cases.
• Assess governance, risk, compliance, and security considerations associated with AI capabilities.
• Collaborate with stakeholders to identify suitable automation opportunities leveraging Agentic AI.

Virtual Agent & Conversational Experiences

• Design and develop Virtual Agent topics and conversational workflows.
• Integrate Virtual Agent with ITSM, Service Catalog, Knowledge Management, and external systems.
• Improve employee and support experiences through self-service and AI-assisted interactions.

Service Portal & UI Builder

• Design modern employee experiences using Employee Center, Service Portal, and UI Builder.
• Develop reusable UI components, custom pages, and workspace experiences.
• Ensure high usability, accessibility, and responsive design standards.

Platform Analytics & Reporting

• Design dashboards, scorecards, KPIs, Performance Analytics indicators, and executive reports.
• Provide operational insights and service performance measurements.
• Enable data-driven decision-making through analytics and visualization.

Integrations & Automation

• Lead integrations with enterprise applications using Integration Hub, REST, SOAP, MID Server, and spokes.
• Design integration patterns, orchestration workflows, and event-driven automation.
• Work with external systems such as Azure Dev Ops, IAM, Monitoring Tools, Asset Management, and IT Operations platforms.

Architecture & Leadership

• Provide solution architecture guidance and technical leadership.
• Participate in discovery workshops, roadmap planning, and solution design sessions.
• Mentor development and administration teams.
• Review technical designs and ensure alignment with Service Now best practices.

Required Skills

Service Now Products

• ITSM / ITSM Pro
• Now…