ServiceNow Solution Architect

Key Responsibilities

· Rapidly review the in-flight ServiceNow programme, including completed work, agreed scope, solution architecture, platform configuration, integrations, data model, backlog, delivery plan, risks and open design decisions.

· Validate whether the current solution design supports the required business outcomes, platform strategy, operational model, user experience, integration needs, security requirements and delivery roadmap.

· Identify gaps, inconsistencies, technical debt, configuration issues, process misalignment, integration risks, ownership gaps and design decisions that require confirmation, correction or remediation.

· Refine the end-to-end ServiceNow solution architecture where required, including process design, data model, integrations, workflow design, security model, reporting needs, platform controls and alignment to ServiceNow best practice.

· Work with the existing delivery team to prioritise backlog items, unresolved design questions, platform dependencies, integration work, testing needs, adoption considerations and delivery blockers.

· Assess and improve integration patterns using APIs, Integration Hub, import sets, orchestration, connectors and approved enterprise integration approaches already in use or planned.

· Provide architectural oversight across relevant ServiceNow modules and capabilities, such as ITSM, ITOM, ITAM, CSM, HRSD, SecOps, SPM, CMDB, workflows, portals, reporting and automation, depending on programme scope.

· Collaborate with business process owners, enterprise architecture, platform engineering, security, data, integration, operations, service management, testing, change and adoption teams to confirm dependencies, ownership, success criteria and delivery responsibilities.

· Provide hands-on architectural guidance during ongoing build, configuration, integration, testing, defect resolution, data migration, deployment planning, operational readiness and adoption activities.

· Prepare clear mid-project recommendations, decision records, remediation plans, solution options, implementation guidance, readiness assessments and transition materials to keep delivery aligned and sustainable.

· Strong ServiceNow solution architecture experience, including the ability to assess and improve an in-progress implementation rather than start from a blank page. · Hands-on knowledge of the ServiceNow platform, including configuration, workflows, data model, security, integrations, reporting, user experience and platform governance. · Experience across one or more ServiceNow product areas such as ITSM, ITOM, ITAM, CSM, HRSD, SecOps, SPM, CMDB, portals, automation or custom applications. · Ability to review existing architecture, configuration, integrations, backlog items, design decisions, test outcomes and delivery artefacts quickly and pragmatically. · Experience identifying solution gaps, process misalignment, configuration risks, integration issues, data quality concerns, security considerations, ownership ambiguity and adoption barriers in live or in-flight environments. · Ability to balance architectural best practice with project realities, preserving useful work already completed while correcting material gaps before they become embedded. · Understanding of ITIL, enterprise service management, workflow automation, platform operating models and operational support processes. · Experience integrating ServiceNow with enterprise systems, cloud platforms, monitoring tools, identity providers, data sources and service management tooling. · Strong facilitation skills for workshops with existing project teams and stakeholder groups to confirm scope, decisions, risks, dependencies, ownership and revised delivery priorities. · Excellent stakeholder management and documentation skills, including solution design reviews, gap assessments, decision logs, remediation plans, integration specifications, test support, governance artefacts and executive-ready

· ServiceNow Certified System Administrator, Certified Implementation Specialist, Certified Application Developer or relevant ServiceNow architecture certifications. · Experience joining a ServiceNow or enterprise workflow programme mid-flight and providing recovery, assurance, design correction or delivery acceleration support. · Experience designing cross-module ServiceNow solutions that span process, data, workflow, integration, user experience, reporting, security and operating model considerations. · Experience with ServiceNow implementation practices, platform governance, release management, environment strategy, technical standards and delivery assurance. · Knowledge of cloud platforms, hybrid infrastructure, identity and access management, enterprise integration patterns, data migration and reporting or analytics approaches. · Experience supporting audit, regulatory, operational resilience, cyber risk, service management, customer service, employee experience or business workflow use cases through ServiceNow. · Consulting or programme delivery experience, including working with incomplete documentation, inherited decisions, active delivery teams, delivery pressure and multiple stakeholder groups.