Solution Architect

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., 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 *

• 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.