IT&D Manager, ServiceNow Solution Architect
Role Overview
The IT&D Manager, ServiceNow Solution Architect is responsible for designing and governing end-to-end ServiceNow solutions that underpin the GBS Operating System. The role ensures that ServiceNow capabilities are designed in a scalable, secure, AI-enabled and user-centric way, enabling consistent service experiences across Finance, Procurement, HR and Supply services.
Key Skills for This Role
Full Job Posting
About the role
The IT&D Manager, ServiceNow Solution Architect is responsible for designing and governing end-to-end ServiceNow solutions that underpin the GBS Operating System. The role ensures that ServiceNow capabilities are designed in a scalable, secure, AI-enabled and user-centric way, enabling consistent service experiences across Finance, Procurement, HR and Supply services.
Your responsibilities
- Own solution design and architecture for ServiceNow capabilities supporting the GBS Operating System
- Design ServiceNow solutions across service management, service catalogue, knowledge management and portal experiences
- Lead solution design for Finance-related ServiceNow modules and workflows, ensuring alignment to service, control and compliance requirements
- Design and govern AI-enabled ServiceNow capabilities supporting GBS, including conversational catalogues, virtual agents and agentic workflows
- Define architectural patterns, guardrails and governance for the safe, scalable and responsible use of AI within ServiceNow
- Monitor the performance, effectiveness and adoption of AI-enabled capabilities, ensuring they deliver intended outcomes
The experience we're looking for
Extensive experience designing enterprise solutions on the ServiceNow platform
Strong understanding of ServiceNow service management, service catalogue, knowledge and portal capabilities
Experience designing finance or business service workflows on enterprise platforms
Demonstrated experience integrating enterprise platforms with third-party systems
Experience designing front-end ServiceNow experiences using Service Portal and/or UI Builder
Exposure to AI, automation or conversational service capabilities in enterprise platforms
The skills for success
ServiceNow Architecture, Stakeholder Management, ServiceNow Solutions, GBS
About Reckitt
Reckitt is a global consumer health and hygiene company behind brands including Dettol, Durex, Finish, Gaviscon, Lysol, Nurofen and Vanish.
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