ServiceNow Solutions Architect & Engineering Lead

Role Summary:
Define platform strategy, design scalable architecture, and lead engineering efforts across ITSM, CMDB, integrations, and DevOps transformation.

Key Responsibilities:

• Lead architecture assessments for Incident, Problem, Change, and Service Catalog processes.
• Define governance for Service Catalog and oversee clean-up initiatives.
• Drive catalog buildout and Ansible integration strategy.
• Oversee Virtual Agent implementation and conversational workflows.
• Establish DevOps pipelines, release governance, and integration standards.
• Lead CMDB governance, CI modeling, and discovery integrations.
• Conduct design workshops, roadmap sessions, and ensure security compliance.
• Mentor developers and enforce coding standards and audit controls.

Qualifications:

• 7+ years in ServiceNow architecture and engineering leadership.
• Certified Technical Architect (CTA) or equivalent.
• Experience with enterprise-scale implementations and ITIL v4 alignment.

Technical Expertise:

• Architecture: Scoped apps, multi-instance, microservices.
• Integrations: REST/SOAP, OAuth 2.0, SAML, ESB/MQ.
• CMDB: Governance, CI modeling, discovery tools.
• Automation: DevOps, CICD, orchestration.

Leadership Traits:

• Strategic thinker with strong stakeholder engagement.
• Effective communicator and influencer.
• Passionate about building high-performing teams.

ServiceNow Solutions Architect & Engineering Lead

• Governance & Strategy Focus:
  • Added Service Catalog governance and cleanup. 
  • Problem & Change process assessment (if not completed in Q4). 
  • Gen AI/Agentic AI strategy and design starting with Virtual Agent implementation oversight. 
  • Ansible integration strategy for catalog buildout. 
• DevOps & Release Governance: Reinforced role in pipeline setup and release governance. 
• CMDB leadership remains, but now tied to data quality and discovery integrations. 
• Stakeholder engagement and design workshops remain critical.

Solutions Architect – Must-Haves

• 7+ years of ServiceNow architecture experience
• Proven governance and roadmap leadership
• Expertise in DevOps pipeline and release governance
• CMDB modelling and discovery integrations
• Gen AI/Agentic AI initiatives planning and design