Servicenow Architect

Role : ServiceNow Architect Location : Tarrytown, NY (Onsite)

Job Summary

The Solution Architect – ServiceNow is responsible for designing end‑to‑end ServiceNow solutions that address complex business challenges while aligning with enterprise architecture standards, platform best practices, and long‑term digital transformation goals. This role bridges business strategy, process design, and technical architecture, ensuring solutions are scalable, secure, upgrade‑safe, and deliver measurable business value.

Acting as a trusted advisor to senior stakeholders, the Solution Architect leads solution definition across multiple ServiceNow modules, governs design decisions, supports pre‑sales and delivery assurance, and collaborates closely with Platform Architects, Principal Technical Consultants, and Business Process Consultants. The role plays a pivotal part in shaping solution vision, value realization, and multi‑year platform roadmaps.

Key Responsibilities

End‑to‑End Solution Architecture

Define holistic ServiceNow solution architectures spanning process, data, integrations, security, and user experience

Lead solution design across modules such as ITSM, ITOM, CSM, HRSD, CMDB/SACM, SecOps, GRC, and IRM

Translate business objectives and requirements into scalable and upgrade‑safe target architectures

Ensure alignment with enterprise architecture principles and ServiceNow product roadmap

Business & Process Alignment

Collaborate with Business Process Consultants to shape To‑Be process designs, value streams, and service journeys

Guide customers on OOTB‑first and configuration‑driven approaches, balancing customization needs with maintainability

Map business outcomes to platform capabilities, KPIs, and experience‑level metrics (XLAs)

Technical & Platform Design Oversight

Partner with Platform Architects and Principal Technical Consultants to define:

Technical architecture and module boundaries

Integration patterns (REST/SOAP APIs, Integration Hub, MID Server)

Data and CMDB models

Security, RBAC, and compliance models

Review and approve high‑level design, functional design, and technical solution documents

Ensure performance, scalability, resilience, and security are built into design decisions

Pre‑Sales & Solutioning Leadership

Lead solution definition for complex opportunities, including approach, scope, architecture, and estimates

Participate in RFP responses, solution presentations, and executive discussions

Develop solution blueprints, reference architectures, and accelerators

Support deal qualification by identifying risks, dependencies, and assumptions

Delivery Assurance & Governance

Provide architectural oversight during delivery to ensure adherence to approved solution designs

Act as escalation point for complex design trade‑offs, integration challenges, and scope changes

Validate demos, UAT readiness, and go‑live decisions from a solution perspective

Ensure consistent design quality across multiple workstreams and vendors

Platform Evolution & Innovation

Define solution roadmaps aligned to ServiceNow releases and emerging capabilities

Encourage adoption of advanced features such as:

AI Search and Virtual Agent

Performance Analytics and XLAs

Automation Engine and Gen‑AI–driven workflows

Drive continuous improvement by identifying opportunities for optimization, consolidation, and modernization

Stakeholder & Executive Engagement

Act as a trusted solution advisor to senior business, IT, and enterprise architecture stakeholders

Lead architecture workshops and design governance forums

Clearly communicate solution trade‑offs, risks, and value outcomes to executive audiences

Mentorship & Practice Contribution

Mentor Solution Architects, Platform Architects, and senior consultants

Contribute to practice standards, methodologies, and best‑practice assets

Support CoE initiatives and knowledge‑sharing across programs

Required Skills & Qualifications

8+ years of experience in ServiceNow solution architecture or enterprise application consulting

Strong cross‑domain experience with ServiceNow modules and integrations

Deep understanding of ITIL v4, enterprise service management, and digital workflows

Experience leading large, multi‑domain, global ServiceNow programs

Preferred/Good to Have

ITIL v4 (Foundation or higher) where not already mandatory.

ServiceNow Micro-certifications (e.G., IntegrationHub, Flow Designer, Performance Analytics)

Cloud/EA certifications (e.G., AWS/Azure, TOGAF, IT4IT) based on role.