ServiceNow Technical Architect

You will be responsible for defining and governing the overall ServiceNow platform architecture, ensuring scalable, secure and integrated solutions across Telecommunications Service Management (TSM), Telecommunications Service Operations Management (TSOM), Customer Service Management (CSM) and the Common Service Data Model (CSDM)., 1. Architecture & Technical Leadership: Define and own the target ServiceNow architecture, covering instance strategy, role-based access control (RBAC), integration standards and platform design. Act as the primary technical authority across the programme.

1. TSM & TSOM Implementation: Lead the design and implementation of TSM and TSOM solutions, including incident, problem and change management, event ingestion, alarm correlation, service impact analysis and service assurance workflows.
2. CSDM & CMDB Governance: Design and govern the service data model, ensuring business services, technical services, applications and configuration items (CIs) are accurately mapped within a consistent, scalable hierarchy.
3. Customer Service Management: Architect CSM solutions covering case management, customer engagement, customer workspace, SLA compliance and entitlement configuration.
4. Technical Governance & Design Authority: Chair architecture and design review forums, reviewing and approving High-Level Designs (HLDs) and Low-Level Designs (LLDs). Resolve technical conflicts and ensure consistency across all ServiceNow modules.
5. Integration & Platform Governance: Establish integration architecture standards covering REST/SOAP APIs, event-driven integrations and MID Server strategy. Govern CI/CD pipelines, update set promotion and environment management across development, testing and production., 1. An initial six-month contract with an immediate start.
6. A competitive daily rate of up to £545/day
7. Flexible travel arrangements, with meetings in London, Reading & Milton Keynes as required.
8. The opportunity to take ownership of architecture and technical governance across a complex, enterprise-scale ServiceNow programme.

The ideal candidate will have the following:

1. ServiceNow Architecture: At least six years of overall ServiceNow experience, including three or more years in a Technical Architect, Solution Architect or equivalent architecture-level role.
2. TSM & TSOM: Proven, hands-on implementation experience across Telecommunications Service Management and Telecommunications Service Operations Management, including event management, alarm correlation and service assurance workflows.
3. CSDM & CMDB: Strong working knowledge of CSDM v2/v3, service modelling, application and service relationships, configuration item management and CMDB data governance.
4. CSM Implementation: Demonstrable experience delivering ServiceNow Customer Service Management solutions, including case management, customer workspace, SLAs and entitlements.
5. Technical Architecture & Integration: Experience defining end-to-end platform architecture, integration standards, access controls, environment strategies and scalable technical designs.
6. Technical Governance & Stakeholder Management: Experience leading design reviews, governing technical decisions and communicating architectural recommendations to technical teams, senior stakeholders and non-technical audiences.

Desirable Skills/Experience

Although not essential, the following skills are desired by the client:

1. ServiceNow Certified Technical Architect (CTA), working towards CTA certification, or relevant CIS certifications such as CIS-CSM or CIS-ITOM.
2. Experience working within telecommunications, fibre network operators or telecom network environments.
3. Knowledge of TM Forum Open APIs, Kafka-based event streaming and telecommunications network topology concepts.
4. Familiarity with ServiceNow Integration Hub, Discovery and Service Mapping.
5. Experience chairing Design Authority and Architecture Review Board (ARB) meetings on enterprise-scale programmes.

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