ServiceNow Solution Architect

Job Description

ServiceNow Solution Architect (7-10 Years)

Role Purpose

• Own the end-to-end technical architecture of the ServiceNow-based digital shop platform.
• Ensure seamless integration with the broader enterprise system landscape.
• Translate business and product requirements into scalable, secure, maintainable, and supportable solutions.
• Drive architecture decisions across ServiceNow, APIs, data models, integrations, partner systems, and cross-system processes.
• Provide hands-on architectural leadership, including prototyping, technical validation, troubleshooting, and code-level analysis.
• Ensure technical solutions align with enterprise architecture standards and business objectives.

Key Accountabilities

• Define and continuously evolve the end-to-end solution architecture.
• Translate business and product requirements into technical solution designs.
• Define application boundaries, system responsibilities, and integration patterns.
• Ensure alignment between ServiceNow architecture and enterprise architecture standards.
• Determine the appropriate use of:
  • ServiceNow configuration
  • Customization
  • Low-code capabilities
  • Custom development
• Establish architectural principles, standards, and technical guardrails.
• Guide development teams during solution implementation.
• Review critical technical designs, implementations, and code where necessary.
• Identify architectural risks, dependencies, and technical constraints.
• Lead or support technical Proof of Concepts (PoCs).
• Drive resolution of complex technical issues and root-cause analysis.
• Ensure solutions meet requirements for:
  • Scalability
  • Maintainability
  • Security
  • Operational excellence
• Document key architectural decisions and design rationale.
• Represent the solution in architecture review and governance forums.

End-to-End Architecture Scope

Responsible for architecture coherence across:

ServiceNow Platform

• ServiceNow CSM (Customer Service Management)
• ServiceNow ITSM (IT Service Management)
• Common Service Data Model (CSDM)
• Scoped Applications
• Service Portal
• UI Builder / Now Experience
• Flow Designer
• IntegrationHub
• ServiceNow Data Architecture

Business & Customer Domain

• Customer identity and authorization
• Customer master data management
• Product catalog management
• Product configuration
• Shopping cart and checkout processes
• Order management
• Customer self-service capabilities

Integration & Enterprise Architecture

• API architecture and governance
• Enterprise integration patterns
• SAP integrations
• Payment service integrations
• External partner systems
• Data synchronization and orchestration
• Cross-platform process flows

Key Competencies

• Enterprise Solution Architecture
• ServiceNow Architecture & Platform Design
• API & Integration Architecture
• Data Modeling & Data Architecture
• Security & Compliance Architecture
• Technical Leadership & Mentoring
• Proof of Concept (PoC) Development
• Architecture Governance
• Troubleshooting & Root Cause Analysis
• Scalable and Maintainable Solution Design
• Agile and Scrum Delivery Support
• Stakeholder Management & Architecture Communication