M02 - Solution Architect (ServiceNow)

Position Overview

We are seeking an experienced Solution Architect (ServiceNow) to lead the design, implementation, and optimisation of ServiceNow solutions across the enterprise.

This role requires a strategic thinker with deep technical expertise in ServiceNow platform capabilities, enterprise architecture, and system integration. The successful candidate will drive digital transformation initiatives while ensuring alignment with organisational objectives, governance standards, and technical best practices.

The Solution Architect will play a key role in shaping enterprise platform architecture, enabling automation, AI adoption, and workflow modernisation across multiple business functions.

Responsibilities

1. ServiceNow Platform Leadership

• Conduct feasibility studies to evaluate ServiceNow implementation opportunities and assess the technical viability of proposed solutions.
• Design and lead migration strategies to transition workflows from legacy platforms such as SharePoint, Nintex K2, and other systems to ServiceNow.
• Ensure smooth migration with minimal business disruption and maximum value realisation.
• Design and oversee implementation of ServiceNow Performance Monitoring and Predictive Analytics capabilities.
• Establish monitoring frameworks that provide real-time insights into system performance, user adoption, and operational efficiency.

2. Artificial Intelligence and Innovation

• Design and oversee implementation of ServiceNow AI capabilities, including NowAssist, Agentic AI, and emerging AI features.
• Develop enterprise AI adoption strategies aligned with business objectives and platform capabilities.
• Explore and integrate ServiceNow AI capabilities with other SaaS platforms such as:
• Microsoft Copilot
• Workday
• SAP
• Coupa
• iValua
• Oracle
• Lead the migration of existing platforms to ServiceNow Protected Platform (SPP).
• Enable new capabilities including AI Agent Studio and Workflow Data Fabric.

3. Enterprise Architecture

• Provide enterprise-wide architecture guidance for ServiceNow implementations.
• Ensure alignment with the organisations technology strategy, standards, and governance frameworks.
• Collaborate with stakeholders across multiple business units to:
• Understand requirements
• Identify standardisation opportunities
• Promote architectural consistency across the enterprise.

4. Access Control and Licensing Optimisation

• Review and simplify complex ServiceNow access control structures.
• Optimise user access models while maintaining security and compliance.
• Work within licensing constraints to improve platform efficiency and reduce administrative overhead.

5. Quality Assurance and Vendor Management

• Provide independent validation and oversight of vendor implementations.
• Review ServiceNow instance upgrades and validate deployment quality.
• Ensure adherence to best practices, security policies, and organisational standards.
• Serve as the technical authority for solution quality and vendor accountability.

Requirements

Technical Expertise

• Extensive experience with ServiceNow platform architecture, configuration, and customisation.
• Strong experience in enterprise solution architecture and system integration.
• Deep understanding of workflow migration strategies and legacy system modernisation.
• Experience with ServiceNow Performance Analytics, Predictive Intelligence, and AI capabilities.
• Knowledge of enterprise systems such as ERP, HCM, and procurement platforms.

Professional Experience

• Minimum 5 years of solution architecture experience.
• At least 3 years of hands-on experience with ServiceNow platform.
• Proven experience managing vendors and validating technical solutions.
• Experience delivering large-scale digital transformation projects.
• Familiarity with enterprise architecture frameworks and methodologies.
• Experience exploring or implementing AI-driven solutions to improve workflows, automation, and decision-making.

Skills and Competencies

• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder management capabilities.
• Ability to present complex technical concepts to both technical and non-technical audiences.
• Experience coordinating multiple project workstreams.
• Strong understanding of:
• IT Service Management (ITSM)
• Business process automation
• Enterprise integration patterns.

Preferred Qualifications

• ServiceNow Certified System Administrator (CSA).
• ServiceNow Certified Implementation Specialist (CIS).
• Experience with cloud platforms and modern integration technologies.
• Knowledge of AI/ML technologies and enterprise AI adoption.
• TOGAF or equivalent enterprise architecture certification.
• Experience working in government or highly regulated environments.