Solutions Architect (ServiceNow)

Responsibilities

1. Design comprehensive ServiceNow infrastructure architectures that align IT service management and operations management capabilities with strategic business objectives and long term platform scalability and resilience.
2. Coordinate with cross functional stakeholders to gather infrastructure requirements for ServiceNow ITSM ITOM and Performance Analytics ensuring every solution reflects operational priorities and user experience expectations.
3. Configure and optimize ServiceNow Performance Analytics for ITSM to deliver actionable dashboards trend reports and data models that drive informed decision making across technology and business teams.
4. Implement robust ServiceNow ITOM configurations including discovery service mapping and event management to enhance visibility into enterprise infrastructure and improve incident prevention and response.
5. Review existing IT service workflows and technical designs to identify modernization opportunities leveraging ServiceNow modules to simplify processes reduce manual effort and increase reliability.
6. Evaluate integration patterns between ServiceNow and external monitoring asset and configuration systems ensuring secure reliable and standards aligned data exchange across the infrastructure landscape.
7. Develop infrastructure standards for capacity planning performance tuning and high availability of ServiceNow instances supporting hybrid work arrangements and consistent day shift operations.
8. Monitor system health performance metrics and error trends within ServiceNow and associated infrastructure to anticipate risks and propose timely remediation and improvement actions.
9. Document detailed architecture blueprints configuration baselines and operational playbooks that help teams manage ServiceNow environments effectively and maintain audit ready compliance.
10. Collaborate with security and compliance teams to embed controls within ServiceNow architectures ensuring adherence to enterprise policies regulatory requirements and responsible data handling practices.
11. Guide automation of routine operational tasks using ServiceNow workflows and orchestration so that teams can focus on higher value activities and deliver more reliable services to internal and external stakeholders.
12. Support continuous improvement initiatives by analyzing feedback from users operations teams and business partners and translating insights into targeted enhancements in ServiceNow architectures and configurations.
13. Champion infrastructure choices that contribute to energy efficient operations reduced downtime and improved digital services thereby advancing the company mission and creating positive societal and customer impact.

Minimum Qualifications

1. Demonstrate strong hands on experience configuring and administering ServiceNow Performance Analytics for ITSM including indicator design scorecards and custom dashboards for measuring service effectiveness.
2. Possess deep practical expertise in ServiceNow ITOM modules such as discovery service mapping and event handling to build holistic visibility and control across complex hybrid infrastructure estates.
3. Apply advanced knowledge of ServiceNow ITSM processes including incident problem change request and configuration management to architect solutions that improve service quality and operational stability.
4. Utilize solid understanding of infrastructure components such as servers networks cloud platforms and databases to ensure ServiceNow deployments are resilient secure and optimized for performance.
5. Bring experience in hybrid work environments collaborating effectively through digital channels to coordinate architecture discussions solution reviews and operational handoffs across distributed teams.
6. Employ strong analytical and communication capabilities to translate technical constraints and options into clear recommendations that support leadership decisions on infrastructure investments and modernizations.