M02 - Solution Architect (ServiceNow)

Position Overview

We are seeking an experienced Solution Architect (ServiceNow) to lead the design, implementation, and optimisation of ServiceNow solutions across the enterprise.

This role requires a strategic thinker with deep technical expertise in ServiceNow platform capabilities, enterprise architecture, and system integration . The successful candidate will drive digital transformation initiatives while ensuring alignment with organisational objectives, governance standards, and technical best practices.

The Solution Architect will play a key role in shaping enterprise platform architecture, enabling automation, AI adoption, and workflow modernisation across multiple business functions.
Responsibilities
1. ServiceNow Platform Leadership

- Conduct feasibility studies to evaluate ServiceNow implementation opportunities and assess the technical viability of proposed solutions.

- Design and lead migration strategies to transition workflows from legacy platforms such as SharePoint, Nintex K2, and other systems to ServiceNow.

- Ensure smooth migration with minimal business disruption and maximum value realisation.

- Design and oversee implementation of ServiceNow Performance Monitoring and Predictive Analytics capabilities.

- Establish monitoring frameworks that provide real-time insights into system performance, user adoption, and operational efficiency.

2. Artificial Intelligence and Innovation

- Design and oversee implementation of ServiceNow AI capabilities , including NowAssist, Agentic AI, and emerging AI features .

- Develop enterprise AI adoption strategies aligned with business objectives and platform capabilities.

- Explore and integrate ServiceNow AI capabilities with other SaaS platforms such as:

- Microsoft Copilot

- Workday

- SAP

- Coupa

- iValua

- Oracle

- Lead the migration of existing platforms to ServiceNow Protected Platform (SPP) .

- Enable new capabilities including AI Agent Studio and Workflow Data Fabric .

3. Enterprise Architecture

- Provide enterprise-wide architecture guidance for ServiceNow implementations.

- Ensure alignment with the organisations technology strategy, standards, and governance frameworks .

- Collaborate with stakeholders across multiple business units to:

- Understand requirements

- Identify standardisation opportunities

- Promote architectural consistency across the enterprise.

4. Access Control and Licensing Optimisation

- Review and simplify complex ServiceNow access control structures .

- Optimise user access models while maintaining security and compliance.

- Work within licensing constraints to improve platform efficiency and reduce administrative overhead.

5. Quality Assurance and Vendor Management

- Provide independent validation and oversight of vendor implementations.

- Review ServiceNow instance upgrades and validate deployment quality.

- Ensure adherence to best practices, security policies, and organisational standards .

- Serve as the technical authority for solution quality and vendor accountability.

Requirements
Technical Expertise

- Extensive experience with ServiceNow platform architecture, configuration, and customisation .

- Strong experience in enterprise solution architecture and system integration .

- Deep understanding of workflow migration strategies and legacy system modernisation .

- Experience with ServiceNow Performance Analytics, Predictive Intelligence, and AI capabilities .

- Knowledge of enterprise systems such as ERP, HCM, and procurement platforms .

Professional Experience

- Minimum 5 years of solution architecture experience .

- At least 3 years of hands-on experience with ServiceNow platform .

- Proven experience managing vendors and validating technical solutions .

- Experience delivering large-scale digital transformation projects .

- Familiarity with enterprise architecture frameworks and methodologies .

- Experience exploring or implementing AI-driven solutions to improve workflows, automation, and decision-making.

Skills and Competencies

- Strong analytical and problem-solving skills .

- Excellent communication and stakeholder management capabilities.

- Ability to present complex technical concepts to both technical and non-technical audiences.

- Experience coordinating multiple project workstreams .

- Strong understanding of:

- IT Service Management (ITSM)

- Business process automation

- Enterprise integration patterns.

Preferred Qualifications

-
ServiceNow Certified System Administrator (CSA) .

-
ServiceNow Certified Implementation Specialist (CIS) .

- Experience with cloud platforms and modern integration technologies .

- Knowledge of AI/ML technologies and enterprise AI adoption .

-
TOGAF or equivalent enterprise architecture certification .

- Experience working in government or highly regulated environments .

Originally posted on Himalayas