Servicenow Architect

We are seeking a highly accomplished Senior ServiceNow Architect to lead the design, implementation, and ongoing evolution of our ServiceNow ecosystem for Telecoms. This is a pivotal role responsible for driving end-to-end platform strategy focussing on TSM, TSOM, CPQT, CMDB and SPMT ServiceNow modules. The successful candidate will spearhead the migration of legacy ITSM tooling and Design Tooling platforms while establishing a robust integration framework that connects ServiceNow with enterprise systems at scale.

KEY RESPONSIBILITIES

Platform Architecture & Strategy

• Define and own the end-to-end ServiceNow architecture, ensuring alignment with enterprise technology strategy and business objectives across all product lines.
• Lead solution design for TSM, TSOM, CPQT, and SPMT modules, including configuration, customisation, workflow automation, and performance optimisation.
• Govern platform standards, design patterns, and architectural guardrails to ensure scalability, maintainability, and security across all implementations.
• Conduct architecture reviews, provide technical oversight, and ensure compliance with ServiceNow best practices and ITIL/TOGAF frameworks.

ITSM & Design Tooling Migration

• Lead the full lifecycle migration from legacy ITSM platforms to ServiceNow, including data migration, process re-engineering, and stakeholder change management.
• Define migration strategies including phased cut-overs, parallel runs, data mapping, and rollback planning to minimise business disruption.
• Collaborate with business analysts, process owners, and end-users to validate migrated workflows and ensure functional parity with or improvement over legacy systems.

TSM / TSOM / CPQT / SPMT Implementation

• Architect and deliver Telecoms Service Management solutions including service catalogue design, SLA management, fulfilment workflows, and customer-facing portals.
• Lead TSOM implementations covering discovery, service mapping, and AIOps integrations for proactive operations.
• Design CPQT solutions for telecommunications product configuration, dynamic pricing rules, quote-to-order workflows, and CPQ catalogue management aligned to TM Forum standards.
• Drive SPMT delivery including demand management, project portfolio governance, resource capacity planning, and executive reporting dashboards.

Leadership & Stakeholder Engagement

• Act as the primary technical authority for ServiceNow, product owners, and delivery teams to translate business requirements into architectural solutions.
• Mentor and coach a team of ServiceNow developers and administrators, fostering a culture of technical excellence and continuous improvement.
• Manage relationships with ServiceNow account teams, implementation partners, and third-party vendors to ensure commercial and technical alignment.
• Contribute to pre-sales and bid activities by providing solution designs, effort estimates, and technical responses for RFPs.

QUALIFICATIONS & EXPERIENCE

Essential

• 10+ years of enterprise IT experience with a minimum of 6 years hands-on ServiceNow architecture and implementation.
• Demonstrable end-to-end implementation experience across TSM, TSOM, CPQT, and SPMT product modules.
• Proven track record leading ITSM platform migrations from legacy tooling to ServiceNow in complex, regulated environments.
• Deep expertise in ServiceNow integration patterns: REST, SOAP, MID Server, Service Bridge, IntegrationHub, Flow Designer, and CMDB Discovery.
• Strong command of ServiceNow development: Scripted REST APIs, Business Rules, Script Includes, UI Policies, Client Scripts, and ACLs.
• Solid grounding in ITIL v4 processes and enterprise architecture frameworks (TOGAF or equivalent).
• Exceptional stakeholder management skills with experience presenting to senior leadership and executive committees.

SKILLS & COMPETENCIES

Technical Skills

• Core: ServiceNow Platform
• ITSM, TSOM, TSM, SPMT, CPQT
• REST/SOAP APIs, OAuth, SAML, SSO, MID Server, Discovery, CMDB, CORP AD integration
• Integration Hub, Flow Designer, Service Bridge Workflow Editor, Automated Test Framework
• JavaScript (ServiceNow scripting), Angular, HTML/CSS for Portal development

Behavioural Competencies

• Strategic thinking with an ability to balance long-term architectural vision with pragmatic delivery.
• Strong written and verbal communication; able to produce high-quality architecture documentation, HLDs, and LLDs.
• Analytical problem-solving with a data-driven approach to decision-making.
• Collaborative leadership style — comfortable working across engineering, business, and vendor teams simultaneously.
• Self-motivated, with a high degree of accountability and ownership over platform outcomes.