ServiceNow Solution Architect

ServiceNow Solution Architect (CSM)

London, UK

Long term

Job Overview

This role is focused on driving process improvement, system integration, and scalable architecture, with a strong emphasis on Customer Service Management (CSM). As a key member of our technology team, you will collaborate with cross-functional stakeholders to design, implement, and enhance ServiceNow solutions that support business growth and operational efficiency. You will play a critical role in shaping our application landscape, ensuring seamless integration of internal and customer-facing systems. This position is ideal for a professional who combines deep ServiceNow expertise, business process knowledge, and strong communication skills to deliver high-impact solutions.

Key Responsibilities

Lead the design, implementation, and optimization of ServiceNow solutions with a focus on:

Customer Service Management (CSM)

Field Service Management (FSM)

IT Service Management (ITSM)

Strategic Portfolio Management (SPM)

Drive adoption and expansion of ServiceNow capabilities across Aptimized

Enhance existing ServiceNow applications to improve performance, scalability, and user experience

Design and deliver enterprise integrations with internal systems and external customer platforms

Develop and implement automations, workflows, and AI-driven capabilities

Collaborate with business stakeholders to gather requirements and translate them into technical solutions

Manage and coordinate technical projects and platform enhancements

Provide architectural guidance and best practices for ServiceNow development and configuration

Core Areas of Expertise

You will be responsible for architecting and improving solutions across:

Case Management & Customer Workflows

Advanced Work Assignment & Routing

Virtual Agent, Chatbots & Conversational AI

Knowledge Management

SLA & Entitlement Management

CSM/FSM Workspace

Customer Portals & Mobile Applications

Enterprise Integrations (APIs, middleware, external systems)

Qualifications

Functional Expertise

Deep understanding of customer service operations and business processes

Experience with requirements gathering, solution design, testing, and Agile delivery

Strong analytical and problem-solving skills

Knowledge of ITIL framework (preferred)

Technical Expertise

Proven experience as a ServiceNow Solution Architect, Application Manager, or Senior Consultant

Advanced knowledge of:

Client-side and server-side scripting

Business Rules, Flow Designer, and Integration Hub

Access Control Lists (ACLs) and security policies

ServiceNow AI/Now Assist capabilities

Strong proficiency in JavaScript within ServiceNow

Experience with JSON and XML integrations

Hands-on experience with:

ServiceNow Table API and Scripted APIs

UI Builder and/or mobile app development

Additional Requirements

Excellent written and verbal communication skills in English

Ability to work in a fast-paced, client-focused environment

Willingness to support after-hours needs, on-call rotations, and occasional international travel