Technical Architect

Servicenow Professional

We are seeking a Service Now professional who can bridge the gap between business strategy and platform execution. This role is ideal for someone who enjoys partnering with stakeholders to solve operational challenges while also remaining hands-on with Service Now design, configuration, and optimization. The successful candidate will help organizations mature their Service Now environments, establish scalable governance practices, and drive transformation initiatives that improve efficiency, automation, and user adoption.

Primary Responsibilities

• Strategic Consulting & Business Transformation
• Partner with stakeholders to evaluate existing processes, technologies, and Service Now capabilities.
• Develop actionable recommendations that align platform investments with organizational goals.
• Advise leadership teams on platform maturity, adoption strategies, and operational improvements.
• Lead discovery sessions and collaborative workshops to identify pain points, priorities, and future-state requirements.
• Create governance frameworks that support sustainable platform growth and long-term success.
• Define meaningful performance metrics and reporting strategies to measure business outcomes.
• Identify opportunities to streamline workflows, reduce manual effort, and improve service delivery.

Platform Architecture & Solution Delivery

• Configure and enhance Service Now solutions across a variety of functional areas and business applications.
• Assess platform health and recommend improvements related to performance, scalability, and maintainability.
• Support integration efforts between Service Now and external enterprise systems.
• Provide guidance on platform standards, configuration best practices, and optimization opportunities.
• Collaborate with technical teams to ensure solutions are aligned with both business and architectural objectives.
• Contribute to implementation planning, design reviews, and solution validation activities.

Solution Design & Engagement Support

• Work closely with internal stakeholders to define project approaches, delivery models, and implementation strategies.
• Assist in developing scopes of work, project assumptions, timelines, and resource requirements.
• Participate in solution discussions and help articulate the value of proposed Service Now initiatives.
• Provide effort estimates and delivery recommendations for platform enhancements and transformation programs.
• Support planning activities related to staffing, project execution, and ongoing platform services.

Preferred Experience

• Several years of hands-on Service Now experience spanning multiple product suites and business functions.
• Background in consulting, advisory services, solution architecture, or enterprise platform delivery.
• Strong understanding of Service Now development concepts, workflows, integrations, and platform architecture.
• Experience facilitating stakeholder workshops and translating business requirements into scalable solutions.
• Knowledge of IT service management, operations management, asset management, security operations, governance, risk, compliance, human resources service delivery, or customer service workflows.
• Experience authoring project documentation, statements of work, implementation plans, or business cases.
• Ability to communicate effectively with both executive stakeholders and technical teams.

Certifications & Education

• Service Now certifications are strongly preferred.
• Additional credentials in IT service management, project leadership, or related disciplines are beneficial.
• Bachelor's degree or equivalent professional experience.