ServiceNow Architect

We are seeking a qualified ServiceNow Architect to contribute to the development of a robust Enterprise Service Management model. This position involves implementing an AI-enabled platform that enhances employee interaction with internal services, allowing users to express their needs in natural language while receiving immediate support through workflows or ticket initiation.

The role encompasses working on Project Green, which aims to create an employee-facing experience and a seamless orchestration layer utilizing ServiceNow. This will enhance the organization’s ability to manage workflows, cases, routing, and operational records in harmony with various enterprise systems.

Must-have experience:

• Strong hands-on experience as a ServiceNow Platform Architect, Solution Architect or comparable senior ServiceNow role.

• Deep understanding of ServiceNow architecture, workflows, case/request management, CMDB/service model, catalogue/taxonomy and integrations.

• Experience assessing and rationalising customisations and technical debt.

• Strong API and enterprise integration architecture experience.

• Strong knowledge of ITSM / ESM and ITIL-based service-management processes.

• Experience defining target architectures, platform roadmaps and implementation plans.

• Experience with governance, service ownership, operating models and non-functional requirements.

• Strong stakeholder facilitation and executive communication skills.

• Ability to produce clear architecture/design documentation and decision-ready recommendations.

Note: ServiceNow Architect experience is essential for this role.