Senior ServiceNow Solution Architect

The Opportunity:

In this role, you will lead the design, governance, and architectural evolution of an enterprise-grade Service Now ecosystem. Operating at the intersection of core ITSM Pro and next-generation AI, you will transform enterprise service delivery by embedding Now Assist, Agentic AI, and automated digital workflows across complex, multi-system environments.

Architect and deploy Now Assist, Agentic AI, and Virtual Agent conversational workflows to drive autonomous resolution, intelligent routing, and seamless employee experiences.

Lead the technical strategy, scalability, and lifecycle governance for Service Now ITSM Pro, establishing high-performance standards, upgrade roadmaps, and platform guardrails.

Design intuitive, modern portals and workspace interfaces using Employee Centre, Service Portal, and UI Builder to elevate self-service and operational usability.

Connect Service Now with Azure Dev Ops, IAM, ITOM, and third-party estates via Integration Hub, custom Spokes, REST/SOAP APIs, and event-driven automation.

• Professional Background: 10+ years of deep Service Now platform experience, including a strong track record architecting enterprise ITSM implementations and leading large-scale digital transformation programs.
• AI & Modern Capabilities: 2-3 years of hands-on experience designing and implementing Now Assist, AI Agents, and conversational AI solutions, backed by an understanding of AI governance and risk.
• Technical Depth:
  Extensive expertise in JavaScript, Service Now scripting (Business Rules, Client Scripts, ACLs), Flow Designer, App Engine, Performance Analytics, and Integration Hub orchestration.
• Certifications & Leadership:
  Certified System Administrator (CSA), Certified Implementation Specialist (CIS-ITSM), or Application Developer (CAD) credentials (CTA / AI certifications preferred), with proven ability to guide delivery teams, facilitate client workshops, and align solutions to ITIL v4 standards.