Servicenow Architect

ServiceNow Architect – Job Description

Role Summary

We are seeking an experienced ServiceNow Architect to lead the architecture, design, and governance of a large-scale ServiceNow implementation. The architect will be responsible for defining and driving the end-to-end solution architecture across multiple ServiceNow products, ensuring alignment with business objectives, platform best practices, scalability, security, and operational readiness.

The role requires close collaboration with business stakeholders, ServiceNow teams, implementation partners, enterprise architects, and operational teams throughout the project lifecycle, from discovery through go-live and hypercare.

Responsibilities

Key Responsibilities

Solution Architecture & Design

• Own the overall ServiceNow architecture and solution design.
• Define scalable and maintainable platform architecture aligned to ServiceNow best practices.
• Lead solution design workshops and architecture review sessions.
• Ensure consistency across multiple ServiceNow modules and business processes.
• Establish design standards, governance controls, and development principles.

Platform & Module Leadership

Provide architectural leadership across:

• IT Service Management (ITSM)
• Customer Service Management (CSM)
• Field Service Management (FSM)
• Service Operations Management (SOM)
• Employee Center
• Knowledge Management
• Service Catalog
• CMDB and Service Mapping
• Reporting and Dashboarding

Integration & Data Architecture

• Define integration strategy between ServiceNow and enterprise applications.
• Architect API, middleware, and Integration Hub solutions.
• Guide data migration and data governance activities.
• Ensure platform performance, reliability, and security requirements are met.

Delivery & Governance

• Partner with implementation teams to validate solution designs.
• Review technical designs, user stories, and implementation approaches.
• Lead architecture governance and design approval processes.
• Identify and mitigate technical risks and dependencies.
• Support release planning, cutover readiness, and production deployment activities.

Stakeholder Engagement

• Act as the primary architecture advisor to business and technology stakeholders.
• Present solution options, trade-offs, and recommendations to leadership teams.
• Collaborate with customer stakeholders, product owners, delivery leads, and support organizations.
• Support decision-making through architecture guidance and best-practice recommendations.

Go-Live & Hypercare Support

• Ensure production readiness and operational support models are in place.
• Support major releases, deployments, and hypercare activities.
• Provide architectural guidance during issue resolution and stabilization periods.

Qualifications

Required Experience

• Experience leading enterprise ServiceNow implementations.
• Proven experience delivering ServiceNow programs.
• Strong understanding of ServiceNow platform architecture and enterprise design principles.
• Experience working with global stakeholders in complex transformation programs.
• Experience leading distributed delivery teams and implementation partners.

Technical Skills

ServiceNow Expertise

Strong experience in:

• ITSM
• CSM
• FSM
• SOM
• CMDB
• Service Catalog
• Employee Center
• Knowledge Management
• Flow Designer
• Integration Hub
• Data Migration and Account validation

Architecture & Integration

• Enterprise Architecture
• REST/SOAP APIs
• Integration Patterns
• Event-Driven Architecture
• Identity & Access Management
• Security & Compliance Controls
• Data Migration Strategy
• Reporting & Analytics

Delivery Methodologies

• Agile / Scrum
• SDLC Governance
• Release Management
• Cutover Planning
• Hypercare Management

Key Competencies

• Strategic Thinking
• Solution Architecture
• Stakeholder Management
• Migration
• Executive Communication
• Decision Making
• Problem Solving
• Leadership and Mentoring
• Risk and Dependency Management
• Business Process Transformation

Preferred Certifications

• ServiceNow Certified Technical Architect (CTA) – Preferred
• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Application Developer (CAD)
• ServiceNow Certified Implementation Specialist (ITSM, Customer success, Field service management and Sales Order management or related modules)
• ITIL Foundation / ITIL Managing Professional
• TOGAF (Preferred)

About UsAt Zensar, we’re “experience-led everything”. We are committed to conceptualizing, designing, engineering, marketing, and managing digital solutions and experiences for over 130 leading enterprises. We are a company driven by a bold purpose: Together, we shape experiences for better futures. Whether for our clients, our people, or the world around us, this belief powers everything we do. At the heart of our culture is ONE with Client - a set of four core values that reflect who we are and how we work: One Zensar, Nurturing, Empowering, and Client Focus.
Part of the $4.8 billion RPG Group, we’re a community of 10,000+ innovators across 30+ global locations, including Milpitas, Seattle, Princeton, Cape Town, London, Zurich, Singapore, and Mexico City. Explore Life at Zensar and join us to Grow. Own. Achieve. Learn. to be the best version of yourself.
We believe the best work happens when individuality is celebrated, growth is encouraged, and well-being is prioritized. We are an equal employment opportunity (EEO) and affirmative action employer, committed to creating an inclusive workplace. All qualified applicants will be considered without regard to race, creed, color, ancestry, religion, sex, national origin, citizenship, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veteran status.