Manager

A ServiceNow Solution Architect / Technical Architect is responsible for designing and delivering ServiceNow solutions to address specific business challenges.The Solution Architect focuses on projects or functional areas within the broader enterprise ServiceNow framework, crafting technical solutions that meet immediate needs while fitting seamlessly into the organization’s IT ecosystem. They are responsible for the overall architecture, design, and integrity of ServiceNow applications under their purview – including enhancements to existing modules and the development of new capabilities on the platform. Working closely with stakeholders and technical teams, the Solution Architect ensures that ServiceNow solutions are delivered following best practices, are scalable and secure, and deliver value to end-users.Key ResponsibilitiesRequirements 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.Preferred QualificationsAdvanced Experience : 15+ 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.Project Leadership : Experience acting as a Solution Architect or Lead Developer in large-scale ServiceNow projects for global organizations or Fortune 500 companies. This often correlates with the ability to handle complex requirements and work with distributed teams.Soft Skills : Demonstrated experience in roles that required heavy collaboration, customer interaction, and change management. For instance, consulting experience or roles that involved training users and guiding organizational change are beneficial.Desired Skills and CompetenciesCommunication : 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.Problem-Solving : Creative and resourceful in solving problems. The ability to quickly troubleshoot issues on the ServiceNow platform (whether they be configuration errors, integration failures, or performance bottlenecks) and identify root causes. Uses analytical thinking to not only fix immediate issues but also drive continuous improvements.Adaptability & Learning : Enthusiastic about continuous learning, with an ability to adapt to the platform’s evolving features. Stays informed about ServiceNow’s latest releases and best practices, and proactively seeks out opportunities to leverage new capabilities (e.G., AI-driven features, predictive intelligence, or UI / UX improvements) to benefit the organization.Organizational Skills : Excellent planning and time management, capable of juggling multiple tasks or projects and meeting deadlines. Pays attention to detail in design and implementation to ensure high quality results. Can manage scope and ensure focus on delivering the most impactful features first.