Senior ServiceNow Lead/Solution Architect

Solution Architecture and Technical Leadership

Lead the architecture, design, and implementation of ServiceNow solutions across ITSM, CSM, CMDB, Asset Management, Knowledge Management, Service Portal, Virtual Agent, Performance Analytics, and related modules.

Translate customer requirements into scalable ServiceNow designs, including data models, workflows, integrations, user experiences, reporting, security roles, and platform governance.

Serve as the senior technical advisor for ServiceNow projects, ensuring solutions follow platform best practices and avoid unnecessary customization.

Develop solution design documents, technical architecture diagrams, integration designs, data models, workflow designs, and implementation roadmaps.

Guide platform decisions related to configuration versus customization, application scope, domain separation, access controls, data retention, and upgradeability.

Client Engagement and Requirements

Lead discovery sessions, requirements workshops, process design sessions, and stakeholder reviews with business and technical teams.

Work with customers to understand current-state processes, identify gaps, recommend future-state workflows, and define measurable business outcomes.

Advisory clients on ServiceNow roadmap planning, module selection, implementation sequencing, process maturity, automation opportunities, and governance.

Communicate complex technical concepts clearly to executives, program managers, product owners, and non-technical stakeholders.

Implementation and Delivery

Provide hands-on support for ServiceNow configuration, development, troubleshooting, testing, and deployment as needed.

Lead or support Agile delivery activities, including backlog refinement, sprint planning, story estimation, solution reviews, demos, and release planning.

Ensure delivery teams maintain traceability from requirements to design, development, testing, and customer acceptance.

Support production deployments, post-implementation stabilization, defect resolution, and continuous improvement.

Integrations and Automation

Design and oversee integrations between ServiceNow and enterprise systems using REST/SOAP APIs, IntegrationHub, MID Servers, import sets, ETL patterns, web services, and scripted integrations.

Support workflow automation, orchestration, self-service, catalog automation, virtual agent design, and AI-enabled service management capabilities.

Evaluate opportunities to use Now Assist, Virtual Agent, Predictive Intelligence, Performance Analytics, and other platform capabilities to improve service quality and reduce manual effort.

CMDB, Data, and Reporting

Lead CMDB and CSDM design efforts, including service modeling, CI classes, discovery patterns, relationship mapping, data quality, ownership, and governance.

Support asset, configuration, service, and operational reporting using ServiceNow dashboards, reports, Performance Analytics, and external reporting integrations.

Establish data quality controls, reconciliation rules, lifecycle processes, and audit mechanisms for CMDB and operational data.

Security, Compliance, and Governance

Ensure ServiceNow solutions align with applicable security, privacy, accessibility, and compliance requirements, including federal requirements where applicable.

Design role-based access controls, groups, permissions, data segregation models, audit controls, and secure integration patterns.

Support platform governance, change management, release management, update set/source control practices, upgrade planning, and technical debt reduction.

Team Leadership

Mentor ServiceNow developers, administrators, business analysts, testers, and junior architects.

Provide technical direction to project teams and help resolve complex design, configuration, integration, and performance issues.

Support proposal development, solution estimation, staffing plans, technical writing, oral presentations, and customer demonstrations.