ServiceNow Lead/Architect

Key Responsibilities

Technical Leadership: Provide technical leadership and guidance across multiple engagements, ensuring successful ServiceNow implementations.

Solution Design: Translate business requirements into technical solutions and create architectural blueprints aligned with best practices.

Platform Strategy: Develop and maintain ServiceNow instance strategy, technical governance, platform standards, and core data management.

Product Management: Define and maintain ServiceNow product vision, value proposition, roadmap, backlog management, and release strategy.

Service Delivery & Operations Management: Oversee Managed Service Partners and day-to-day ServiceNow operations, including project delegation to external partners.

AI & Automation Enablement: Identify opportunities for AI and automation within ServiceNow and oversee adoption and governance of ServiceNow AI capabilities.

Operational Excellence: Improve BAU performance, SLAs, platform reliability, monitoring, issue prevention, and service improvement.

Integration Management: Oversee ServiceNow integrations with other tools and systems, ensuring seamless data flow and interoperability.

Customer & Vendor Engagement: Work with internal stakeholders, business teams, vendors, and partners to deliver scalable digital transformation solutions.

Mentorship & Training: Mentor and train ServiceNow developers/technical team members.

Governance & Compliance: Establish and enforce technical governance, security controls, standards, CMDB governance, and data integrity.

Required Skills & Knowledge

Strong understanding of ServiceNow platform architecture, applications, and modules, including:ITSMITOMITAMSPM

Proven experience with ServiceNow integrations and integration with other enterprise tools/systems.

Experience leading technical teams and managing multiple projects simultaneously.

Strong ServiceNow Product Ownership skills, including:RoadmappingBacklog ManagementRelease Planning

Strong understanding of ServiceNow AI and Automation capabilities.

Experience with platform governance, security controls, CMDB governance, data integrity, and operational excellence.

Excellent stakeholder management and communication skills, including vendor management.

Ability to translate business requirements into scalable technical solutions.

Strong analytical, organizational, and problem-solving skills.

Flexible to provide support outside normal working hours when required.

Passion for Operational Excellence and Service Improvement.

Required Work Experience

Minimum 7 years of experience in ServiceNow implementation within complex enterprise environments.

Required Qualifications & Certifications

Bachelor's degree in Computer Science, Information Systems, or a related field.

ServiceNow Certified System Administrator (CSA) – Mandatory

Preferably:CIS-ITSMCIS-DiscoveryCIS-Service Mapping

ITIL Foundation – Mandatory

Cloud Practitioner certification – Desirable

Agile / Scrum certification – Desirable