Job Description

Solution Architect (Servicenow)

Department: Information Technology

Employment Type: Full Time

Location: Hyderabad

A Typical Day in the Life Includes:

• Platform Architecture & Design: Own end-to-end ServiceNow architecture, designing scalable, secure, and integration-ready solutions across ITSM, ITOM, HRSD, IRM, CSM, and custom modules.
• Strategic Roadmap Ownership: Define and maintain the platform roadmap, sequencing module adoption based on business priorities and process maturity.
• AI Integration & Enablement: Identify, implement, and optimize AI-driven features within ServiceNow—such as Predictive Intelligence, Virtual Agent, and Now Assist—to automate processes, enhance user experience, and deliver actionable insights. Partner with stakeholders to prioritize high-impact use cases, configure and deploy AI modules, and monitor performance to ensure measurable business value.
• Backlog Management: Translate business needs into actionable epics and user stories; continuously groom the backlog to maximize value delivery.
• Stakeholder Engagement: Act as the primary liaison between executive sponsors, process owners, architects, and development teams, ensuring alignment with business strategy.
• Technical Oversight: Establish architectural standards, conduct design/code reviews, and guide developers on best practices and ServiceNow APIs.
• Integration Strategy: Design and govern integrations with enterprise systems (e.g., Active Directory, Workday, Jira) using REST, SOAP, and MID Server.
• Agile Delivery Leadership: Lead Agile ceremonies, partner with Scrum Masters to remove blockers, and ensure timely, high-quality releases.
• Platform Health: Own upgrade cycles, performance governance, and technical debt management to ensure long-term sustainability.
• Value Measurement: Define KPIs, track adoption, and communicate outcomes to leadership, framing investments in terms of efficiency, cost, and risk.
• Team Enablement: Mentor developers and consultants, fostering a culture of quality, documentation, and continuous improvement.
• Principle Based Management: Apply PBM principles in all aspects of the role—connecting team vision to business outcomes, leveraging comparative advantage, promoting continuous learning, aligning incentives, and fostering a culture of challenge and mutual respect.

Preferred Qualifications:

• 8–12 years of overall IT experience, with a minimum of 8–10 years hands-on with the ServiceNow platform, including end-to-end ownership of enterprise-scale implementations across multiple modules (ITSM, ITOM, HRSD, CSM, GRC/IRM, SecOps) in complex, multi-stakeholder environments.
• Deep technical expertise in ServiceNow platform architecture, advanced JavaScript scripting, Business Rules, Flow Designer, REST/SOAP APIs, MID Server, and IntegrationHub, with 6+ years governing integrations with enterprise systems such as Workday, SAP, Active Directory, and Azure AD using modern integration patterns.
• Strong CMDB, CSDM, and data governance experience, with 5+ years managing platform health, discovery, service mapping, and CI relationship models; familiarity with AI/ML capabilities including Predictive Intelligence, Virtual Agent, and Now Assist.
• 5+ years developing and managing technology roadmaps, translating platform capabilities into business strategy, building investment cases, and presenting to C-level and VP-level stakeholders while balancing technical feasibility with organizational priorities and process maturity.
• 5+ years leading, mentoring, and providing technical direction to teams of ServiceNow developers, administrators, and functional consultants, with experience establishing governance boards or Centers of Excellence (CoE) and managing relationships with ServiceNow AEs and implementation partners.
• Bachelor’s degree in computer science, Information Systems, or a related field required.