ServiceNow Architect

ServiceNow Architect — Strategic Portfolio Management

The ServiceNow SPM / ITBM Architect serves as the senior-most technical authority for the organisation's Strategic Portfolio Management ecosystem. This role is responsible for designing, implementing, and governing scalable, enterprise-grade solutions that connect business strategy to execution — enabling leadership with real-time portfolio visibility, investment prioritisation, and measurable business outcomes.

The Architect will act as a strategic partner to PMO, Finance, IT Leadership, and Business stakeholders — driving a multi-year roadmap to automate and modernise portfolio governance, demand management, resource optimisation, and embedding AI-driven capabilities across the platform.

2.1 Platform Architecture and Design

• Lead end-to-end architecture and implementation of the ServiceNow SPM suite across demand, project, portfolio, resource, and financial management modules
• Define and maintain the enterprise SPM architecture and multi-year technology roadmap aligned to the organisation's business strategy and investment priorities
• Ensure all solutions are scalable, secure, and aligned with ServiceNow platform best practices and CSDM / CMDB data models
• Minimise customisation; drive OOTB adoption and enforce architectural governance throughout the implementation lifecycle

2.2 Portfolio and Strategic Planning

• Define scalable SPM solutions aligned to business strategy, connecting Objectives and Key Results (OKRs), investment funding, and execution outcomes
• Configure Investment Funding, Strategic Planning Workspace, Alignment Planner, and Business Planning Portal
• Facilitate workshops and design sessions to establish portfolio governance, demand intake workflows, and resource allocation models
• Architect Agile delivery capabilities including sprint planning, story and epic hierarchy, and backlog management integrated with project and portfolio layers

2.3 Integration and Technical Delivery

• Define integration strategies with financial systems such as ERP, SAP, PPM tools including Planview, Clarity, Jira, and ITSM modules
• Ensure control-to-asset accuracy via CMDB / CSDM alignment and service mapping
• Architect REST, SOAP, MID Server, and IntegrationHub spokes for SPM data flows

2.4 Stakeholder Engagement and Leadership

• Lead SPM workshops, design sessions, and architecture reviews with PMO, Finance, IT, and Business stakeholders
• Act as a trusted advisor to senior client and executive stakeholders on portfolio governance and digital transformation initiatives
• Mentor SPM developers and consultants; conduct code and design reviews; set development standards
• Support pre-sales activities including solution design, demonstrations, effort estimation, and RFP / RFI responses
• Guide customers through initiatives that improve ROI visibility and portfolio decision quality

3.1 Education

• Bachelor’s degree in information technology, Computer Science, Business Administration, or Engineering (required)
• Master's degree (MBA, MSc) is strongly preferred — especially for roles with PMO transformation or IT Financial Management scope

3.2 Experience

• 10–12+ years of total professional experience in IT, with a minimum of 7 years of hands-on ServiceNow experience
• 3+ years of dedicated SPM / ITBM implementation experience
• 2–3 years in a lead or architect capacity, with accountability for solution design and delivery governance
• Demonstrated experience as a lead or architect on a minimum of 2 enterprise-scale SPM implementations
• Prior experience in regulated industries is strongly preferred:
  • Banking, Financial Services and Insurance (BFSI)
  • Healthcare / Life Sciences
  • Manufacturing and Retail
  • Energy and Utilities

4.1 ServiceNow SPM / ITBM Modules

• Demand Management — idea intake, scoring and approval workflows
• Project Management — work breakdown structure, milestones, task tracking and baselines
• Portfolio Management — investment prioritisation and scenario planning
• Resource Management — capacity planning, allocation and utilisation
• Financial Planning — budget versus actuals, cost tracking and FinOps
• Agile Development — sprints, stories, epics and backlog management
• Test Management — test plans, execution and defect linkage
• Innovation Management — idea portal, scoring and strategy alignment
• Strategic Planning — OKRs, investment funding and alignment planner
• Time Management — timesheets, approvals and effort capture

4.2 Platform and Scripting

• ServiceNow scripting: Business Rules, Client Scripts, Script Includes, UI Policies, Flow Designer, IntegrationHub
• Scoped applications, domain separation, ACL design, and security model configuration
• CMDB / CSDM data model alignment and service mapping
• Performance Analytics, SPM Dashboards, Workspaces, and UI Builder
• NowAssist / GenAI integration within SPM workflows; AI-driven portfolio insights configuration

4.3 Integrations

• REST, SOAP, MID Server, and IntegrationHub spokes for SPM data flows
• ERP integration: SAP, Oracle
• PPM tools: Planview, Clarity, Microsoft Project
• Agile tools: Jira, Azure DevOps
• HRIS platforms and identity management systems (Active Directory, Okta, SailPoint)