Servicenow Architect

Job Description

Role Specification: ServiceNow Architect

Location: London (Hybrid)

Sector: Consulting / Professional Services

Experience: 8–10 years

Employment Type: Permanent

Role Overview

We are seeking an experienced ServiceNow Architect to join a leading consultancy in London. The successful candidate will play a pivotal role in designing, governing, and delivering enterprise-scale ServiceNow solutions across multiple client engagements. This role requires strong technical depth, architectural leadership, and the ability to engage confidently with senior client stakeholders.

You will be responsible for defining platform architecture, ensuring adherence to best practices, and guiding delivery teams across a wide range of ServiceNow modules and implementations.

Key Responsibilities

Architecture & Solution Design

• Own the end-to-end ServiceNow platform architecture across multiple client engagements
• Design scalable, secure, and future-proof ServiceNow solutions aligned with client business goals
• Define architectural standards, patterns, and governance models
• Translate complex business requirements into robust technical solutions
• Ensure solutions comply with ServiceNow best practices and upgrade-safe principles

Client & Stakeholder Engagement

• Act as the architectural authority in client-facing engagements
• Lead technical workshops, architecture reviews, and design sessions
• Advise senior stakeholders on platform strategy, roadmap planning, and optimisation
• Provide guidance on licensing, module selection, and platform capabilities
• Support pre-sales activities including solution architecture, estimates, and RFP responses

Delivery Leadership

• Provide architectural oversight throughout delivery lifecycle (design, build, test, deploy)
• Mentor developers, tech leads, and junior architects
• Review configurations, customisations, integrations, and data models
• Resolve complex technical issues and design challenges
• Collaborate closely with project managers, product owners, and business analysts

Platform Governance & Optimisation

• Drive platform standardisation and reuse across clients where appropriate
• Ensure performance, security, and data integrity across implementations
• Support platform upgrades, version management, and technical debt reduction
• Promote automation, low-code/no-code, and continuous improvement

Required Experience & Skills

Core Experience

• 8–10 years of hands-on ServiceNow experience , including architecture-level responsibility
• Strong background working within a consultancy or systems integrator environment
• Proven experience delivering multiple full lifecycle implementations
• Deep understanding of ServiceNow platform architecture and data model

Module Exposure (Strong Experience Across Multiple)

• ITSM (Incident, Problem, Change, Request, CMDB)
• ITOM (Discovery, Service Mapping, Event Management)
• ITBM / SPM (Demand, Project, PPM)
• CSM
• HR Service Delivery
• SecOps / GRC (desirable)
• Experience Platform, Service Catalog, Flow Designer, IntegrationHub

Technical Skills

• Advanced knowledge of:
• Scoped applications and update sets
• Glide scripting (JavaScript)
• Flow Designer and Automation Engine
• REST/SOAP integrations and MID Server
• CMDB & CSDM framework
• Strong understanding of:
• Role-based security
• Performance Analytics
• UI Builder / Workspace (desirable)

Certifications

• ServiceNow Certified Technical Architect (CTA) – highly desirable
• or
• Certified Master Architect (CMA) in progress
• Additional ServiceNow implementation specialist certifications across key modules

Consulting & Soft Skills

• Excellent communication skills with both technical and non-technical stakeholders
• Confident engaging at CIO / Head of IT / Enterprise Architect level
• Strong problem-solving and decision-making capability
• Ability to balance standardisation with client-specific needs
• Comfortable working in fast-paced, multi-client environments

Nice to Have

• Experience shaping Client ServiceNow roadmaps
• Exposure to public sector or regulated industries
• Experience leading offshore or blended delivery teams
• Knowledge of Agile / SAFe delivery models