ServiceNow Principal Solutions Architect

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Location: Canton, MA 02021

Remote / Hybrid Schedule: Onsite from time to time or Remote

Hours | shift | On Call | Time zone: EST Hours Onsite

Start: June/July

with Extension

Job Description

The ServiceNow Principal Solutions Architect (Engagement Lead) is responsible for leading enterprise ITSM assessment and optimization engagements, serving as the primary client-facing advisor and delivery lead. This role oversees end-to-end engagement execution, including discovery, current-state evaluation, solution architecture, and development of a prioritized ServiceNow transformation roadmap focused on improving workflow efficiency, automation, and service performance.

Key Responsibilities

Act as overall engagement lead accountable for delivery quality, scope, and client outcomes

Serve as the primary advisor to executive and technical stakeholders Lead governance forums, workshops, and executive readouts Lead discovery across IT, operations, and platform teams Evaluate: Request / RITM / Task workflows Service catalog structure (e.g., large-scale, high-volume catalogs) Assignment groups and routing models Automation and integration dependencies (IAM, provisioning, etc.) Establish baseline metrics (cycle time, touchpoints, routing accuracy) Define future-state workflow architecture and design standards Develop: Workflow optimization and automation strategies Service catalog rationalization frameworks Assignment group optimization models Provide architectural guidance across ITSM modules and integrations Conduct ITSM maturity and capability assessments Identify gaps across process, governance, automation, and reporting Develop a prioritized 12-month roadmap with clear sequencing and dependencies Lead cross-functional delivery teams (consultants, analysts, SMEs) Provide direction, quality oversight, and mentoring

Experience

Required Qualifications

10+ years in ServiceNow and ITSM consulting or architecture Demonstrated experience leading assessment, optimization, or transformation engagements Experience delivering executive-level outputs (roadmaps, assessments, business cases) Deep knowledge of ServiceNow: ITSM (Incident, Request, Change, Problem) Service Catalog & workflow design CMDB fundamentals Experience with: Workflow optimization and automation Integration dependencies (e.g., IAM platforms such as SailPoint) KPI/SLA design and reporting frameworks Strong executive communication and stakeholder management Ability to translate technical complexity into clear business insights Experience leading workshops and cross-functional teams