ServiceNow Solution Architect

About the role

Our client, a global law firm, is seeking a ServiceNow Solution Architect to provide strategic technical leadership for the design, development, integration, and ongoing operation of ServiceNow platforms across the firm. You will partner with business stakeholders, security, infrastructure, and support teams to deliver robust, scalable ServiceNow solutions that streamline workflows, improve service delivery, and meet the firm’s rigorous confidentiality and compliance standards.

Responsibilities

• Provide on-site and remote escalation support in a 24/7/365 environment.
• Define, document, and evolve the firm’s ServiceNow architecture, ensuring alignment with enterprise standards, security policies, and business objectives.
• Lead end-to-end design, configuration, and deployment of ServiceNow modules (ITSM, ITOM, HRSD, CSM, SecOps, etc.), including custom applications, integrations, and workflow automations.
• Design and implement secure integrations between ServiceNow and legacy systems (e.g., Active Directory, LDAP, SCCM/MECM, legal applications, VPN, endpoint management tools) using REST/SOAP APIs, MID Server, and Integration Hub.
• Establish and enforce best practices for change management, release management, and configuration control within the ServiceNow ecosystem.
• Monitor platform health, conduct capacity planning, and proactively resolve performance bottlenecks to guarantee 24/7/365 availability for critical legal and business services.
• Partner with legal practice groups, security, infrastructure, and support teams to gather requirements, translate them into functional specifications, and ensure successful delivery.
• Produce comprehensive architecture diagrams, solution designs, configuration guides, and compliance reports; maintain accurate records in the firm’s ticketing and change management system.
• Identify gaps in existing ServiceNow processes, propose enhancements, and drive adoption of new platform capabilities (e.g., AI-driven insights, Flow Designer, Predictive Intelligence).

Requirements

• Deep hands-on experience designing, configuring, and administering ServiceNow platforms; certifications such as CSA, CSS, or CSM highly preferred.
• Proficiency in ServiceNow scripting (JavaScript, GlideRecord, UI Policies, Business Rules) and building custom applications, UI pages, and widgets.
• Strong experience integrating ServiceNow with enterprise tools (Active Directory, Microsoft Endpoint Configuration Manager, Ivanti, VMware/Hyper-V, legal applications like iManage, CarpeDiem, Litera).
• Skilled in Flow Designer, IntegrationHub, and PowerShell/CLI automation for cross-platform orchestration.
• Solid understanding of networking, DNS/DHCP, PKI, and cloud/on-premise hybrid environments.
• Ability to lead complex, time-critical implementations, manage dependencies across multiple groups, and communicate status to leadership.
• Excellent written and verbal communication skills; capable of translating technical concepts for both technical and non-technical audiences.
• Collaborative mindset; willing to share knowledge, successes, and lessons learned across the organization.
• Understanding of data sensitivity in a law firm context and commitment to maintaining confidentiality, integrity, and availability of firm systems.
• Strong problem-solving abilities, independent judgment, and meticulous attention to detail.

Qualifications

• Bachelor’s degree in Computer Science and/or Information Systems or equivalent experience required.
• Minimum 5 years of experience architecting, implementing, and managing ServiceNow solutions in a large-scale enterprise environment.
• IT experience focused on desktop management and legal applications management.
• Law firm experience preferred.
• Project management experience (PMP, Agile, Scrum) is a plus.

Skills

• ServiceNow
• Architecture
• Development
• ITSM
• ITOM
• Legal experience
• ServiceNow certifications

Pay and Benefits

The pay range for this position is $140,000.00 - $150,000.00/yr. Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

• Medical
• Dental
• 401k
• Vacation
• Sick time
• Paid holidays

Schedule

This is a hybrid position based in New York, NY.