Solution Architect (ServiceNow)

Role Overview

We are seeking a Solution Architect (ServiceNow) with ScrumMaster experience to lead the design, implementation, and continuous improvement of ServiceNow-based solutions within a large enterprise environment.

This role combines technical architecture, agile delivery leadership, and stakeholder engagement responsibilities. The successful candidate will drive ServiceNow platform transformation initiatives, support the migration of business processes from legacy platforms, oversee AI-enabled capabilities, and facilitate Agile delivery across multiple workstreams. The- role will also be responsible for ensuring solution quality, governance, operational effectiveness, and alignment with organizational objectives.

Key Responsibilities

ServiceNow Solution Architecture

• Conduct feasibility assessments and evaluate ServiceNow implementation opportunities to support business and operational requirements.
• Design and oversee ServiceNow solutions, ensuring alignment with enterprise architecture principles and technology standards.
• Lead migration initiatives from legacy workflow and collaboration platforms to ServiceNow while supporting business continuity and operational efficiency.
• Develop solution architectures that support scalability, maintainability, security, and user adoption.
• Provide technical guidance on ServiceNow platform capabilities, integrations, and best practices.
• Design and oversee ServiceNow Performance Analytics and monitoring solutions to provide insights into platform usage, operational performance, and business outcomes.

Agile Delivery & Scrum Leadership

• Serve as Scrum Master for one or more Agile delivery teams.
• Facilitate Agile ceremonies, including sprint planning, daily stand-ups, sprint reviews, retrospectives, and backlog refinement sessions.
• Support Product Owners and stakeholders in prioritising and managing backlogs.
• Identify, manage, and help remove delivery impediments and dependencies.
• Coach teams and stakeholders on Agile principles, Scrum practices, and continuous improvement.
• Monitor and communicate Agile delivery metrics, project status, risks, and progress to relevant stakeholders.
• Promote effective collaboration across technology and business teams.

Artificial Intelligence & Platform Innovation

• Design and oversee the implementation of ServiceNow AI capabilities, including platform-based automation, intelligent workflows, and AI-assisted user experiences.
• Evaluate opportunities to leverage AI capabilities within ServiceNow and related enterprise platforms.
• Collaborate with stakeholders to identify and assess innovative solutions that improve business processes and operational efficiency.
• Support platform modernization initiatives and adoption of emerging ServiceNow capabilities.
• Assess integration opportunities across enterprise applications and SaaS platforms to improve user experience and service delivery.

Enterprise Architecture & Governance

• Provide architectural guidance to ensure ServiceNow initiatives align with enterprise technology strategies, policies, and standards.
• Review solution designs and implementation approaches to ensure consistency, reusability, and maintainability.
• Support governance processes, architectural reviews, and technology decision-making activities.
• Collaborate with business and technology stakeholders to identify opportunities for standardisation and process optimisation.

Access Management & Platform Optimisation

• Review and improve user access models and platform governance structures.
• Support optimisation of platform licensing, role management, and access controls.
• Ensure security, compliance, and operational requirements are appropriately addressed across ServiceNow solutions.
• Recommend improvements to simplify administration and enhance user experience.

Quality Assurance & Vendor Management

• Review and validate vendor-delivered solutions and implementation activities.
• Assess technical designs, platform upgrades, deployments, and customisations to ensure alignment with best practices and organisational standards.
• Monitor solution quality and implementation outcomes across project phases.
• Collaborate with vendors and delivery partners to address issues, risks, and improvement opportunities.
• Support governance, reporting, and vendor performance management activities.

Skills & Qualifications

• Security Clearance Required : Cat 2
• Experience with ServiceNow platform architecture, configuration, administration, and solution design.
• Strong understanding of enterprise solution architecture principles and systems integration.
• Experience supporting workflow transformation, business process automation, and modernisation initiatives.
• Knowledge of ServiceNow Performance Analytics, reporting, automation, and AI-related capabilities.
• Familiarity with enterprise platforms across areas such as ERP, HR, procurement, customer service, or related business functions.
• Understanding of Agile delivery methodologies and Scrum frameworks.
• Knowledge of IT Service Management (ITSM), business process management, and enterprise integration patterns.

Professional Experience

• Experience in solution architecture, enterprise systems implementation, or related technology leadership roles.
• Experience working with ServiceNow platforms and enterprise transformation programmes.
• Experience serving as a Scrum Master, Agile Delivery Lead, or similar role within technology delivery environments.
• Experience facilitating Agile ceremonies and supporting cross-functional teams.
• Experience managing vendors, delivery partners, and implementation activities.
• Experience delivering large-scale digital transformation initiatives.
• Experience evaluating, implementing, or supporting AI-enabled technologies and workflow automation solutions.