Senior Architect - ServiceNow (ITRF)

Job Purpose

Roles and Responsibilities

• Own and evolve architecture for Service Catalog, request and approval flows, fulfillment orchestration, notifications, portals, integrations, and platform services.
• Translate requirements into solution designs, architecture decisions, technical specifications, reusable patterns, and implementation guardrails.
• Partner technically with product owners, process owners, stakeholders, developers, testers, and ServiceNow architecture teams.
• Keep solutions close to ServiceNow standards, reduce technical debt, support upgrades, and use future platform capabilities.
• Define reusable automation patterns for catalog delivery, approvals, fulfillment tasks, verifications, notifications, and integrations.
• Review implementation quality across development, configuration, data models, security, integrations, and performance.
• Lead integration design covering interface contracts, error handling, monitoring, and end-to-end dependencies.
• Build security, privacy, compliance, governance, resilience, and maintainability into technical designs.
• Support root cause analysis and resolution of complex production issues.
• Use AI technologies and assess ServiceNow AI capabilities to improve engineering quality, automation, documentation, and efficiency.
• Provide mentoring and architectural direction while maintaining hands-on delivery capability.

Product and Platform Scope

• Service Catalog and Request Fulfillment includes Catalog Items, Record Producers, Order Guides, Requests, Requested Items, Catalog Tasks, approvals, Standard Changes, notifications, and orchestration.
• Automation includes Flow Designer, subflows, actions, IntegrationHub, legacy Workflow, Business Rules, Script Includes, Scheduled Jobs, events, and reusable frameworks.
• Experience-layer scope includes Employee Center Pro, Service Portal, catalog user experience, and widgets or components.
• Integration scope includes REST, SOAP, Import Set APIs, MID Server, PowerShell integrations, authentication, error handling, observability, and connected-system dependencies.
• Platform engineering includes JavaScript, Glide APIs, scoped applications, deployment practices, data migration, Transform Maps, reporting, dashboards, metrics, and upgrades.
• Security and data scope includes ACLs, roles, groups, data protection, CMDB relationships, data quality, and configuration lifecycle management.

Education and Work Experience

• Requires 7+ years of professional ServiceNow experience, including years in solution architecture, technical architecture, or lead developer responsibility.
• Requires hands-on architecture and delivery experience in Service Catalog and IT Request Fulfillment.
• Requires advanced JavaScript, Glide APIs, Script Includes, Business Rules, Client Scripts, UI Policies, UI Actions, events, Scheduled Jobs, and object-oriented design skills.
• Requires experience with Flow Designer, reusable subflows and actions, IntegrationHub, and enterprise automation patterns.
• Requires REST, SOAP, Import Sets, MID Server, authentication, and PowerShell integration experience.
• Requires knowledge of platform security, ACLs, role-based access, data protection, governance, performance, error handling, and monitoring.
• Requires architecture deliverables such as solution designs, integration designs, data flows, decision records, non-functional requirements, and guardrails.
• Requires professional English communication and experience in international Agile, Scrum, or DevOps teams.

Additional Qualifications

• Requires a completed degree in Computer Science, Information Technology, Software Engineering, or an equivalent qualification.
• Employee Center Pro or Service Portal, CMDB/CSDM, data migration, platform upgrades, and enterprise reporting experience is strongly preferred.
• Experience leading ServiceNow implementations or technically coordinating distributed delivery teams is advantageous.
• ServiceNow CSA and CAD certifications are expected.
• ServiceNow CTA, progress toward CTA, or comparable demonstrated architecture expertise is highly preferred.
• Relevant CIS certifications, particularly CIS-ITSM, and ITIL Foundation certification are advantageous.
• Project management knowledge, agile and hybrid working experience, AI knowledge, and NowAssist understanding are advantageous.