ServiceNow Solution Architect (GovTech)

Job Summary 

We are seeking an exceptional ServiceNow Solution Architect to drive enterprise-wide digital transformation initiatives. This strategic role combines deep technical expertise with business acumen to design and implement innovative ServiceNow solutions. The ideal candidate will architect next-generation solutions leveraging ServiceNow's latest capabilities including AI/ML, Process Optimization, and Hyperautomation while ensuring alignment with enterprise architecture principles. 

Core Responsibilities 

Strategic Leadership 

• Spearhead the development of ServiceNow enterprise architecture vision and roadmap aligned with business objectives 

• Drive innovation through emerging ServiceNow capabilities including Now Intelligence, Process Optimization, and Integration Hub 

• Lead architectural decisions for complex, multi-workstream ServiceNow implementations 

• Establish centre of excellence frameworks and governance models for sustainable platform growth 

Solution Design & Implementation 

• Architect end-to-end ServiceNow solutions incorporating best practices in security, scalability, and performance 

• Design modern user experiences leveraging Next Experience UI, Mobile capabilities, and Virtual Agent 

• Develop integration architectures using Integration Hub, Flow Designer, and API frameworks 

• Implement AI-powered solutions using Now Assist, Natural Language Understanding, and Predictive Intelligence 

• Leverage ServiceNow's Hyperautomation capabilities including RPA Hub, Process Optimization, and Integration Hub 

Technical Leadership 

• Guide implementation teams on architectural patterns, coding standards, and best practices 

• Design scalable solutions using ServiceNow's Common Service Data Model (CSDM) 

• Architect cross-platform solutions integrating ServiceNow with enterprise systems 

• Establish technical governance frameworks and platform standards 

• Lead technical discovery workshops and architecture review sessions 

Innovation & Continuous Improvement 

• Research and evaluate new ServiceNow features and capabilities 

• Drive adoption of modern development practices including DevOps and Agile 

• Mentor team members on ServiceNow best practices and emerging technologies 

• Conduct regular architecture assessments and optimization reviews 

Required Qualifications 

Experience 

• 14+ years of enterprise IT experience with 7+ years specifically in ServiceNow architecture 

• Proven track record leading at least 2 large-scale ServiceNow implementations 
• Experience architecting solutions across multiple ServiceNow products that includes Risk & Compliance, Customer Service Management and preferably: 
  • Environmental, Social and Governance (GRC) 
  • Strategic Portfolio Management (SPM)  
  • Public Sector Digital Services (PSDS)  

Technical Expertise 

• Deep understanding of ServiceNow platform architecture and capabilities 

• Expert knowledge of: 

• • Now Platform App Engine 

• • Integration Hub and Flow Designer 

• • Service Graph CMDB 

• • Now Intelligence & AI capabilities 

• • Performance Analytics 

• • Next Experience UI Framework 

• Strong scripting skills in JavaScript, GlideScript, and REST/SOAP web services 

• Experience with modern integration patterns and technologies 

Certifications 

• ServiceNow Certified Technical Architect (CTA) 

• ServiceNow Certified Implementation Specialist (CIS) - Multiple products, that includes CIS-RC 

• ServiceNow Certified System Administrator (CSA) 

• Additional certifications in relevant ServiceNow products preferred 

Education 

• Bachelor's degree in Computer Science, Information Technology, or related field 

• Master's degree preferred 

Key Competencies 

• Strategic thinking and business acumen 

• Strong communication and stakeholder management 

• Problem-solving and analytical skills 

• Team leadership and mentoring 

• Innovation mindset 
• Change management expertise