ServiceNow Solution Architect

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ServiceNow ITSM & ESM Architect is responsible for designing and governing enterprise-wide ServiceNow solutions across ITSM, HR, Legal, and Procurement functions. This role ensures scalable, compliant, and process-driven implementations aligned with ITIL best practices, enterprise service management (ESM) strategy, and business outcomes.

Key Responsibilities

Architecture & Solution Design

Define end-to-end ServiceNow architecture across: ITSM (Incident, Problem, Change, Request, Knowledge, CMDB)HR Service Delivery (HR Case Management, Employee Service Center)Legal Service Delivery (Legal intake, matter management, compliance workflows)Procurement / Source-to-Pay (Procurement Service Management, vendor requests, approvals)Design scalable, reusable, and secure solutions following OOB-first and ESM best practicesEstablish architectural standards, design patterns, and governance frameworks across domains

Enterprise Service Management (ESM) Enablement

Extend ITSM capabilities to non-IT functions (HR, Legal, Procurement) using a unified service modelEnable standardized intake, case/request management, SLAs, approvals, and reporting across departmentsDrive self-service and automation via Service Portal, Employee Center, and Virtual Agent

HR, Legal & Procurement Process Leadership

Architect and optimize: HR workflows (employee lifecycle events, HR cases, document management, e-signatures)Legal workflows (legal request intake, contract review, compliance tracking, approvals)Procurement workflows (purchase requests, vendor onboarding, sourcing approvals)Ensure role-based access, data privacy, and segregation for sensitive HR and Legal dataAlign solutions with enterprise policies, audit, and compliance requirements

Stakeholder & Business Engagement

Partner with HR, Legal, Procurement, IT, and leadership stakeholders to translate business needs into scalable ServiceNow solutionsLead solution workshops, design reviews, and architecture governance forumsProvide architectural input for proposals, estimations, and transformation roadmaps

Integrations & Data Architecture

Design integrations with HRIS, ERP, Legal systems, and vendor platforms using REST/SOAP, IntegrationHub, and MID ServerGovern CMDB and reference data usage where applicable across enterprise servicesEnsure data quality, reporting consistency, and cross-functional visibility

Governance, Security & Compliance

Define and enforce security architecture using ACLs, roles, data separation, and scoped applicationsEnsure compliance with data privacy, audit, and regulatory requirements (especially for HR and Legal data)Guide upgrade strategy, release governance, and platform roadmap

Mentoring & Practice Enablement

Mentor developers and consultants across ITSM, HRSD, Legal, and Procurement implementationsConduct design and code reviews to ensure adherence to architectural standardsBuild reusable accelerators, templates, and best-practice assets

Required Skills & Experience

Technical & Functional Skills

8+ years of overall IT experience with 5+ years on ServiceNowStrong hands-on experience with: ITSM core processesHR Service Delivery (HR Case Management, Employee Center)Legal or Procurement Service Management use casesExpertise in: Service Catalog, Case Management, Knowledge ManagementFlow Designer, Workflows, UI PoliciesBusiness Rules, Script Includes, Client ScriptsREST/SOAP integrations and IntegrationHubStrong JavaScript and ServiceNow API knowledge

Process & Architecture

Strong understanding of ITIL v3/v4 and Enterprise Service Management principlesExperience designing cross-functional service architectures (IT + Business Functions)Ability to balance configuration vs customization with long-term scalability in mind

Soft Skills

Excellent stakeholder communication and consulting skillsStrong analytical, problem-solving, and decision-making abilitiesLeadership mindset with experience guiding multi-domain teams

Certifications (Preferred / Required)

ServiceNow Certified System Administrator (CSA) – RequiredServiceNow CIS – ITSM – RequiredServiceNow CIS – HRSD – PreferredServiceNow CTA / CMA – Preferred