Overview
The ServiceNow Solution Architect is a senior technical authority responsible for designing, guiding, and optimizing ServiceNow implementations across teams and Agile Release Trains (ARTs). This role is pivotal in ensuring that technical solutions are not only aligned with business requirements but also scalable, resilient, and high-performing. The architect operates in a hybrid, cross-functional environment and plays a key role in shaping the platform's evolution and governance.
Key Responsibilities
Technical Leadership
Acts as a senior technical authority in ServiceNow implementations within teams and ARTs.
Designs technical solutions by translating complex business requirements into best-in-class ServiceNow architectures.
Ensures solutions are performant, scalable, and resilient.
Leads the architectural decision-making process at both team and ART levels.
Architecture and Design
Creates and maintains design standards for hybrid implementation teams (internal/external, local/regional, near/off-shore).
Connects generic design inputs from product vendors and service partners to the company’s business context and regulatory constraints.
Orchestrates pragmatic and balanced technical decisions in complex environments.
Builds products or portfolios of products that deliver tangible value and prioritize return on investment.
Community and Collaboration
Actively contributes to the architect and developer community through coaching and knowledge sharing.
Supports and influences changes in business processes to optimize technical outcomes.
Collaborates closely with cross-functional teams to ensure architectural alignment and governance.
Continuous Improvement and Compliance
Contributes to the continuous improvement of development processes.
Ensures compliance with quality, information security, and data privacy regulations.
Keeps certifications and platform knowledge up to date, especially regarding core functionalities and relevant modules.
Skills And Qualifications
Hard Skills
Background in computer science, software development, or consulting.
Proven experience in ServiceNow development or consulting.
High-level expertise in the Now platform, preferably across multiple products (e.g., ITSM, CSM, FSM).
Certified Implementation Specialist in at least one ServiceNow product line.
Experience in team leadership is considered an advantage.
Soft Skills
Strong communication skills across technical and non-technical audiences.
Comfortable working in English within a global, multicultural team.
Passionate about innovation, proactive, and outcome-oriented.
Enjoys driving change and taking responsibility in complex environments.
Demonstrates a “customer-first” mindset—builds solutions they would personally be proud to own.
Work Environment
Operates in hybrid implementation teams that span internal and external resources.
Engages in both local/regional and near/off-shore collaboration models.
Maintains a strong focus on staying current with ServiceNow platform developments and best practices.
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