Job Title: Service Architect
Division: IT
Reports To: IT Global Head of Service
Key Relationships: IT product owners, CISO teams, Service teams, IT teams
Job Summary:
Experienced Senior ServiceNow Architect / Developer to lead the design, development, and evolution of our enterprise ServiceNow platform.
Acts as both technical authority and team lead, ensuring our platform aligns with business objectives, supports operational excellence, and enables ongoing digital transformation.
Has deep ServiceNow technical expertise with strong leadership, governance, and stakeholder management skills — supporting major initiatives across ITSM, ITOM and GRC, modules.
Key Responsibilities:
- Lead the architecture, design, and implementation of ServiceNow solutions, ensuring scalability, maintainability, and compliance with enterprise standards.
- Serve as technical lead for a team of developers and admins, providing mentorship, code reviews, and enforcing best practices.
- Design and implement custom applications, integrations, and automation workflows across ITSM, ITOM, GRC, and related modules.
- Collaborate with enterprise and solution architects to align ServiceNow with broader IT and business strategies.
- Drive continuous improvement through adoption of new platform features (Flow Designer, IntegrationHub).
- Oversee ServiceNow governance, ensuring platform performance, data quality (especially CMDB), and robust change control.
- Engage stakeholders across technology and business functions to understand requirements, define roadmaps, and manage delivery priorities.
- Champion DevOps and Agile delivery practices, introducing CI/CD pipelines and automated testing frameworks.
- Ensure platform security, compliance, and documentation meet corporate and regulatory standards (e.g. FCA).
Person Specification:
Essentia Criteria:
- Expert-level knowledge of ServiceNow architecture, configuration, and development (JavaScript, Glide API, Business Rules, UI policies, Service Portal, Flow Designer).
- Hands-on experience delivering and integrating multiple modules such as: ITSM, ITOM, ITAM,GRC, or SecOps.
- Proven track record with API integrations (REST/SOAP), MID Server, and IntegrationHub spokes.
- Effective team leadership and mentoring capabilities.
- ServiceNow Certified System Administrator (CSA)
- ServiceNow Certified Application Developer (CAD)
Education and Qualifications
- ServiceNow Certified System Administrator (CSA) – essential
- ServiceNow Certified Application Developer (CAD) – essential
- ServiceNow Certified Implementation Specialist (ITSM/ITOM/GRC) – highly desirable
- ServiceNow Certified Technical Architect (CTA) – advantageous
- ITIL v4 Foundation or higher
- Agile / Scrum certification preferred
Skills and Abilities
- Expert-level knowledge of ServiceNow architecture, configuration, and development (JavaScript, Glide API, Business Rules, UI policies, Service Portal, Flow Designer).
- Hands-on experience delivering and integrating multiple modules such as: ITSM, ITOM, ITAM,GRC, or SecOps.
- Proven track record with API integrations (REST/SOAP), MID Server, and IntegrationHub spokes.
- Familiarity with CI/CD tooling (Git, Azure DevOps) and automated testing (ATF).
- Strong understanding of CMDB structure, Discovery, and Event management.
- Working knowledge of cloud environments (AWS/Azure) and infrastructure integrations.
Leadership & Delivery
- Experience leading multi-disciplinary ServiceNow teams (onshore/offshore mix).
- Strong communicator, able to engage business and technical stakeholders across all levels.
- Experience with Agile and DevOps delivery models.
- Ability to define technical roadmaps, design patterns, and architectural standards.
- Demonstrated ability to govern and scale enterprise-wide ServiceNow platforms.
Knowledge and Experience
- Financial services, Insurance, or highly regulated industry experience.
- Experience migrating from legacy CMDB platforms to ServiceNow CMDB.
- Experience integrating ServiceNow with tools such as Jira, Entra, AD, Snowflake, Workday, Msoft Teams.
- Exposure to Virtual Agent, or Predictive Intelligence modules.
- Familiarity with Dora Modules
Aptitude and Disposition
- Analytical, structured thinker with a strong problem-solving mindset.
- Demonstrates technical curiosity and a commitment to continuous learning, especially around new ServiceNow features and digital automation trends.
- Detail-oriented but capable of keeping a strategic, enterprise-wide perspective.
- Calm and methodical under pressure, with a focus on delivering quality, stable solutions.
- Collaborative and approachable, with the ability to communicate complex technical concepts in clear business language.
- Naturally takes ownership and shows accountability for outcomes.
- Demonstrates resilience, adaptability, and professional integrity in fast-paced environments.
- Motivated to mentor and develop others, fostering a culture of teamwork and excellence.
Competencies
Technical & Professional
- Expert-level understanding of the ServiceNow platform architecture, modules, and best practices.
- Proven ability to design scalable, secure, and maintainable solutions aligned with enterprise standards.
- Strong grasp of integration design patterns, APIs, and data models.
- Solid foundation in ITIL v4, Agile, and DevOps methodologies.
- Deep understanding of CMDB, discovery, automation, and cloud integrations (AWS, Azure).
- Proficiency with JavaScript, Flow Designer, and Service Portal/UI Builder.
Leadership & Delivery
- Effective team leadership and mentoring capabilities.
- Skilled in stakeholder management across IT and business functions.
- Strong decision-making, balancing innovation with risk and compliance.
- Ability to define and enforce governance, coding, and delivery standards.
- Experience leading cross-functional projects in global or regulated environments.
Business & Interpersonal
- Customer-focused mindset with a passion for service excellence.
- Strong communication and influencing skills at all levels of the organisation.
- Skilled in translating business goals into technical roadmaps and measurable outcomes.
