Senior ServiceNow Lead/Solution Architect
Titan Technologies is seeking a Senior ServiceNow Lead / Solution Architect to lead the design, implementation, and continuous improvement of ServiceNow solutions for government and commercial clients. This role will serve as the senior technical authority across ServiceNow engagements, translating business needs into scalable platform solutions, guiding development teams, supporting solution strategy, and ensuring implementations align with best practices, security requirements, and customer mission objectives.
The ideal candidate has deep hands-on experience with ServiceNow platform architecture, ITSM, CSM, CMDB, integrations, workflow automation, and enterprise service delivery. This role requires both technical leadership and client-facing consulting skills, including the ability to lead workshops, develop solution designs, advise stakeholders, and mentor administrators, developers, and business analysts.
Duties and Responsibilities:
Solution Architecture and Technical Leadership
- Lead the architecture, design, and implementation of ServiceNow solutions across ITSM, CSM, CMDB, Asset Management, Knowledge Management, Service Portal, Virtual Agent, Performance Analytics, and related modules.
- Translate customer requirements into scalable ServiceNow designs, including data models, workflows, integrations, user experiences, reporting, security roles, and platform governance.
- Serve as the senior technical advisor for ServiceNow projects, ensuring solutions follow platform best practices and avoid unnecessary customization.
- Develop solution design documents, technical architecture diagrams, integration designs, data models, workflow designs, and implementation roadmaps.
- Guide platform decisions related to configuration versus customization, application scope, domain separation, access controls, data retention, and upgradeability.
Client Engagement and Requirements
- Lead discovery sessions, requirements workshops, process design sessions, and stakeholder reviews with business and technical teams.
- Work with customers to understand current-state processes, identify gaps, recommend future-state workflows, and define measurable business outcomes.
- Advise clients on ServiceNow roadmap planning, module selection, implementation sequencing, process maturity, automation opportunities, and governance.
- Communicate complex technical concepts clearly to executives, program managers, product owners, and non-technical stakeholders.
Implementation and Delivery
- Provide hands-on support for ServiceNow configuration, development, troubleshooting, testing, and deployment as needed.
- Lead or support Agile delivery activities, including backlog refinement, sprint planning, story estimation, solution reviews, demos, and release planning.
- Oversee development quality, including code reviews, configuration reviews, peer reviews, testing standards, and deployment readiness.
- Ensure delivery teams maintain traceability from requirements to design, development, testing, and customer acceptance.
- Support production deployments, post-implementation stabilization, defect resolution, and continuous improvement.
Integrations and Automation
- Design and oversee integrations between ServiceNow and enterprise systems using REST/SOAP APIs, IntegrationHub, MID Servers, import sets, ETL patterns, web services, and scripted integrations.
- Support workflow automation, orchestration, self-service, catalog automation, virtual agent design, and AI-enabled service management capabilities.
- Evaluate opportunities to use Now Assist, Virtual Agent, Predictive Intelligence, Performance Analytics, and other platform capabilities to improve service quality and reduce manual effort.
CMDB, Data, and Reporting
- Lead CMDB and CSDM design efforts, including service modeling, CI classes, discovery patterns, relationship mapping, data quality, ownership, and governance.
- Support asset, configuration, service, and operational repor