ServiceNow Solution Architect

JD:

ServiceNow ITSM & ESM Architect is responsible for designing and governing enterprise-wide ServiceNow solutions across ITSM, HR, Legal, and Procurement functions. This role ensures scalable, compliant, and process-driven implementations aligned with ITIL best practices, enterprise service management (ESM) strategy, and business outcomes.

Key Responsibilities

Architecture & Solution Design
• Define end-to-end ServiceNow architecture across:
• ITSM (Incident, Problem, Change, Request, Knowledge, CMDB)
• HR Service Delivery (HR Case Management, Employee Service Center)
• Legal Service Delivery (Legal intake, matter management, compliance workflows)
• Procurement / Source-to-Pay (Procurement Service Management, vendor requests, approvals)
• Design scalable, reusable, and secure solutions following OOB-first and ESM best practices
• Establish architectural standards, design patterns, and governance frameworks across domains

Enterprise Service Management (ESM) Enablement
• Extend ITSM capabilities to non-IT functions (HR, Legal, Procurement) using a unified service model
• Enable standardized intake, case/request management, SLAs, approvals, and reporting across departments
• Drive self-service and automation via Service Portal, Employee Center, and Virtual Agent

HR, Legal & Procurement Process Leadership
• Architect and optimize:
• HR workflows (employee lifecycle events, HR cases, document management, e-signatures)
• Legal workflows (legal request intake, contract review, compliance tracking, approvals)
• Procurement workflows (purchase requests, vendor onboarding, sourcing approvals)
• Ensure role-based access, data privacy, and segregation for sensitive HR and Legal data
• Align solutions with enterprise policies, audit, and compliance requirements

Stakeholder & Business Engagement
• Partner with HR, Legal, Procurement, IT, and leadership stakeholders to translate business needs into scalable ServiceNow solutions
• Lead solution workshops, design reviews, and architecture governance forums
• Provide architectural input for proposals, estimations, and transformation roadmaps

Integrations & Data Architecture
• Design integrations with HRIS, ERP, Legal systems, and vendor platforms using REST/SOAP, IntegrationHub, and MID Server
• Govern CMDB and reference data usage where applicable across enterprise services
• Ensure data quality, reporting consistency, and cross-functional visibility

Governance, Security & Compliance
• Define and enforce security architecture using ACLs, roles, data separation, and scoped applications
• Ensure compliance with data privacy, audit, and regulatory requirements (especially for HR and Legal data)
• Guide upgrade strategy, release governance, and platform roadmap

Mentoring & Practice Enablement
• Mentor developers and consultants across ITSM, HRSD, Legal, and Procurement implementations
• Conduct design and code reviews to ensure adherence to architectural standards
• Build reusable accelerators, templates, and best-practice assets

Required Skills & Experience

Technical & Functional Skills
• 8+ years of overall IT experience with 5+ years on ServiceNow
• Strong hands-on experience with:
• ITSM core processes
• HR Service Delivery (HR Case Management, Employee Center)
• Legal or Procurement Service Management use cases
• Expertise in:
• Service Catalog, Case Management, Knowledge Management
• Flow Designer, Workflows, UI Policies
• Business Rules, Script Includes, Client Scripts
• REST/SOAP integrations and IntegrationHub
• Strong JavaScript and ServiceNow API knowledge

Process & Architecture
• Strong understanding of ITIL v3/v4 and Enterprise Service Management principles
• Experience designing cross-functional service architectures (IT + Business Functions)
• Ability to balance configuration vs customization with long-term scalability in mind

Soft Skills
• Excellent stakeholder communication and consulting skills
• Strong analytical, problem-solving, and decision-making abilities
• Leadership mindset with experience guiding multi-domain teams

Certifications (Preferred / Required)
• ServiceNow Certified System Administrator (CSA) – Required
• ServiceNow CIS – ITSM – Required
• ServiceNow CIS – HRSD – Preferred
• ServiceNow CTA / CMA – Preferred

ITIL v3/v4 Certification – Preferred