Solution Architect (ServiceNow)

Job Responsibilities

ServiceNow Platform Leadership

• Solution Architecture & Migration: Lead technical feasibility studies and drive the end-to-end migration strategy from legacy platforms (e.g., SharePoint, Nintex K2) to ServiceNow, ensuring seamless adoption and value delivery.
• Performance & Predictive Analytics: Design and manage ServiceNow Performance Monitoring and Predictive Analytics to deliver real-time operational insights into system health, user adoption, and process efficiency.

Agile Delivery & Scrum Leadership

• Scrum Facilitation: Serve as Scrum Master across delivery teams, leading standard ceremonies (sprint planning, daily stand-ups, reviews, retrospectives) to maintain a reliable delivery pace.
• Backlog & Execution Management: Partner with Product Owners to refine and prioritize the product backlog, proactively eliminating blockers to protect team velocity.
• Agile Coaching & Metrics: Champion agile practices, track key delivery metrics (velocity, burndown, release progress), and translate retrospective feedback into actionable improvements.

AI & Platform Innovation

• AI Architecture & Strategy: Architect and deploy ServiceNow AI capabilities (including NowAssist and Agentic AI) aligned with business objectives to elevate platform user experience.
• Cross-Platform Integration: Explore and execute integrations between ServiceNow AI and enterprise SaaS solutions (e.g., Microsoft Copilot, Workday, SAP, Coupa, Ivalua, Oracle).
• Platform Evolution: Oversee migration to the ServiceNow Protected Platform (SPP) and unlock advanced features like AI Agent Studio and Workflow Data Fabric.

Enterprise Architecture & Governance

• Strategic Alignment: Provide enterprise-wide architectural guidance to ensure ServiceNow solutions align with broader IT strategy and promote cross-business standardization.
• Access & Licensing Optimization: Streamline complex access control matrices to optimize licensing, reduce administrative overhead, and maintain strict security controls.
• Vendor Oversight & QA: Serve as the technical authority for vendor accountability—conducting rigorous counter-checks on instance upgrades, code quality, and adherence to best practices.

Requirements

• ServiceNow Expertise: Extensive experience designing, architecting, and administering ServiceNow enterprise environments, including legacy system migrations (SharePoint, Nintex K2).
• AI & Integration Capabilities: Demonstrated experience implementing ServiceNow AI features (NowAssist, Agentic AI, AI Agent Studio) and integrating ServiceNow with major SaaS platforms (e.g., SAP, Workday, Microsoft Copilot, Oracle).
• Agile & Scrum Leadership: Proven track record as a Scrum Master managing delivery teams, facilitating ceremonies, tracking agile metrics, and coaching stakeholders.
• Enterprise Architecture & Governance: Deep understanding of enterprise architecture principles, access control matrix optimization, and platform security standards (experience with ServiceNow Protected Platform is a strong plus).
• Vendor Management & Technical QA: Demonstrated ability to provide independent technical oversight, code reviews, and quality assurance for third-party vendor deliverables.
• Communication & Stakeholder Management: Excellent written and verbal communication skills with the ability to articulate technical concepts to senior leadership and non-technical business partners.