We are seeking an experienced ServiceNow Architect & Administrator to support and enhance our ServiceNow deployments. The successful candidate will play a dual role in ensuring the platform’s architecture is optimized, well-maintained, and aligned with long-term business goals, while also managing daily operational administration activities.
A key focus for this role will be designing and documenting a robust system architecture, implementing key improvements in line with best practices, and performing day-to-day administrative tasks such as deploying catalogue items, implementing fixes, and automating workflows to meet strategic goals. This individual will serve as the technical leader and ensure operational excellence for the ServiceNow platform.
The ideal candidate will be required to maintain regular dialogue with internal customers and stakeholders to proactively identify and address potential issues that could impact the business.
Duties:
Key activities
• Serve as the primary technical expert and architect for the ServiceNow platform, guiding its configuration, customization, and integration.
• Collaborate with stakeholders to understand business needs and translate them into technical requirements and solutions.
• Design, implement, and maintain scalable solutions that leverage the full potential of the ServiceNow platform, including ITSM, ITOM, ITBM, HRSD, CSM, and other modules as required.
• Perform daily operational administration tasks, including implementing fixes, creating and deploying catalogue items, and maintaining system configurations.
• Develop and implement automation or improvements aligned with the strategic and architectural goals of the platform.
• Lead the development and maintenance of workflows, custom scripts, and integrations with third-party systems.
• Ensure adherence to best practices for ServiceNow architecture, development, platform governance, and operational administration.
• Create and maintain comprehensive documentation, including architectural diagrams, design specifications, and operational procedures.
• Mentor and guide development teams, ensuring high-quality deliverables and adherence to architectural standards.
• Monitor platform performance, troubleshoot issues, and proactively implement improvements.
• Ensure compliance with security, data protection, and regulatory requirements within the ServiceNow platform.
This list of duties and responsibilities is not exhaustive. It is intended to describe the general content of, and requirements for, the performance of this role. As such, the role may also include the undertaking of additional tasks and evolve in time.
Minimum qualifications
• ServiceNow certifications such as Certified System Administrator (CSA), Certified Implementation Specialist (CIS), Certified Application Developer (CAD), or Certified Technical Architect (CTA).
Optional qualifications
• ITIL Foundation Certification.
• Information Technology / Computer Science (degree or certifications).
Experience required
• Proven experience as a ServiceNow Architect, with at least 7 years of hands-on experience in ServiceNow design and development.
• 5+ years of IT service management experience or related roles.
• Strong expertise in ServiceNow modules such as ITSM, ITOM, ITBM, HRSD, or CSM.
• Strong experience in custom ServiceNow application development and integrations.
• 5+ years of ServiceNow Administration experience, including operational tasks such as catalogue maintenance and system updates.
Experience preferred
• 5+ years with ITSM tools and platforms as well as ticket and change management life cycles.
• 5+ years ServiceNow Administration.
• Experience with ticket and change management life cycles.
• Experience managing automation and workflow improvements.
• Working in a multinational workforce across all time zones.
Competencies & attributes
• Commitment to delivering excellent customer service and exceeding customer expectations.
• Strong analytical skills, attention to detail, and quality assurance processes.
• Flexibility to adapt to changing priorities and business needs.
• Strong teamwork and collaboration skills, with the ability to work effectively with cross-functional teams.
• Excellent written, verbal, and interpersonal communication skills.
• Highly self-motivated and self-directed.
• Ability to oversee and drive continuous process improvement initiatives.
