ServiceNow Solution Architect

ServiceNow Solution Architect

ServiceNow Solution Architect

Key Responsibilities

• Requirements Analysis & Solution Design:

  Engage with business stakeholders to gather requirements and understand objectives. Translate business needs into technical designs and architecture for ServiceNow solutions, producing design documents or blueprints that outline how the solution will be implemented on the platform.

• End-to-End Architecture:

  Own the overall ServiceNow solution architecture for assigned projects or modules. This includes designing data models, workflows, and integrations for new ServiceNow implementations or enhancements, while ensuring compatibility with existing platform configurations and enterprise architecture standards.

• Module Implementation:

  Lead the configuration and customization of ServiceNow modules (e.g. ITSM, ITOM, HRSD, CSM, etc.) to meet requirements. Oversee the development of features such as forms, workflows, business rules, client scripts, and UI pages, ensuring they are built according to best practices and are maintainable.

• Integration & Data Management:

  Design and implement integrations between ServiceNow and other systems (such as identity management, ERP, CRM, monitoring tools). Utilize integration tools and APIs (REST/SOAP, IntegrationHub, MID Server) to enable data exchange and ensure the ServiceNow solution fits into the broader IT landscape without silos.

• Technical Leadership in Projects:

  Act as the technical lead for ServiceNow implementation teams. Provide guidance to developers and administrators, resolve design questions, and make decisions on trade-offs. Ensure that the build/configuration aligns with the approved architecture and that quality standards are met through code reviews and testing oversight.

• Testing & Quality Assurance:

  Collaborate with QA teams and end-users to develop test plans for ServiceNow solutions. Participate in system testing and user acceptance testing, verifying that the solution meets functional requirements and performance expectations. Address any defects or issues in the design by adjusting configurations or recommending improvements.

• Deployment & Support Transition:

  Plan and coordinate go-live activities for new ServiceNow features or modules, ensuring minimal disruption to business operations. Create documentation (architecture docs, configuration guides, support playbooks) for the implemented solutions. Conduct knowledge transfer and training sessions for operational teams or clients to ensure they can effectively use and maintain the ServiceNow solution post-deployment.

• Post-Implementation Optimization:

  Monitor solution performance and adoption after rollout. Proactively identify opportunities for improvement – for example, streamlining workflows, enhancing user interface, or automating additional processes. Provide recommendations and implement updates or refinements to continually optimize the value delivered by the ServiceNow solution.

• Standards & Best Practices Compliance:

  Ensure that all solutions adhere to ServiceNow best practices and coding standards. This includes maintaining the

  integrity of the ServiceNow platform

  by avoiding over-customization, leveraging out-of-the-box functionality where possible, and ensuring upgrades will be smooth. The Solution Architect also contributes to developing internal best practice guides and reusable solution patterns for ServiceNow.

• Collaboration & Communication:

  Work closely with project managers, business analysts, and other IT teams throughout the project lifecycle. Communicate architecture decisions and status updates to stakeholders. Coordinate with the ServiceNow Platform Owner or Enterprise Architect to ensure solutions are aligned with the overall platform strategy and to receive guidance on governance when needed.

Required Qualifications

• Education:

  Bachelor’s degree in Computer Science, Information Technology, or a related discipline (or equivalent professional experience).

• Work Experience:

  Typically 5-10 years of overall IT experience, including

  3-5+ years of hands-on ServiceNow experience

  . Prior roles such as ServiceNow Developer, Technical Consultant, or Implementation Specialist are beneficial to provide the necessary technical depth. Proven experience delivering at least a couple of full lifecycle ServiceNow implementations (from design through deployment) is expected.

• ServiceNow Platform Knowledge:

  In-depth understanding of the ServiceNow platform, including its architecture and all major components. Proficient in configuring core modules like

  ITSM (Incident, Problem, Change, Service Catalog)

  , with experience in at least one additional product suite (ITOM, HR Service Delivery, Customer Service Management, etc.). Familiarity with the ServiceNow

  App Engine

  and custom application development on the platform.

• Technical Skills:

  Strong proficiency in ServiceNow development technologies – including

  client-side and server-side scripting (JavaScript/Glide API)

  , Flow Designer and workflow configuration, business rules, UI policies, ACLs, and REST/SOAP integration methods. Experience with web technologies (XML, JSON, HTML/CSS) and databases as they relate to ServiceNow.

Analytical Aptitude:

Preferred Qualifications

• Advanced Experience:

  7+ years of relevant experience is a plus, especially if it includes leadership in designing complex ServiceNow implementations or working in a consulting capacity across multiple client environments.

• Diverse Module Experience:

  Experience with a broad range of ServiceNow modules and integrations. For example, implementing advanced features such as

  ServiceNow Discovery/Service Mapping

  ,

  IT Business Management (Project/Portfolio Management)

  , or Security Operations. This demonstrates versatility and the ability to drive solutions in various domains.

• Certified Application Developer:

  ServiceNow

  Certified Application Developer (CAD)

  certification is a plus, indicating ability to build custom scoped applications and advanced configurations on the platform.

• Industry or Domain Expertise:

  While this role is industry-agnostic, experience in tailoring ServiceNow solutions for specific sectors (e.g. finance, healthcare, manufacturing) or specific business functions can be advantageous. It shows the ability to adapt the platform to unique scenarios.

Desired Skills and Competencies

• Communication:

  Excellent verbal and written communication skills. Able to explain ServiceNow capabilities and technical concepts in business-friendly terms. Comfortable leading workshops, presenting solutions/proposals to stakeholders, and writing clear documentation.

• Leadership & Teamwork:

  Strong leadership presence to guide developers and configuration specialists, yet collaborative enough to work as part of a broader project team. Capable of mentoring junior team members and fostering a knowledge-sharing environment.

• Client/Stakeholder Focus:

  Skilled in working with end-users and process owners to ensure the delivered solution meets their needs. Engages stakeholders throughout the project to manage expectations and incorporate feedback. A customer-service mindset is crucial, as is the ability to build trust and rapport with clients or internal customers.

Certification Requirements

• ServiceNow Certified System Administrator (CSA)

  – Required. Establishes core platform competencies and is generally expected for anyone in an architect role.

• ServiceNow Certified Implementation Specialist (CIS)

  – Strongly Preferred. One or more CIS certifications in relevant product areas (e.g. CIS–ITSM, CIS–HR, CIS–ITOM, etc.) demonstrate expert-level implementation skills in those domains. Employers often look for a Solution Architect to hold multiple CIS certs corresponding to the modules they will oversee.

• Certified Application Developer (CAD)

  – Preferred. This certification attests to ability in scripting and custom application development on ServiceNow, which is valuable for designing complex solutions.

• ITIL Certification:

  ITIL Foundation (v3 or v4) is highly beneficial and sometimes required, given the Solution Architect’s need to align designs with IT service management principles.

Additional Certifications: