ServiceNow Architect - #1165303

We are seeking an experienced ServiceNow Architect with over 10 years of ServiceNow expertise and 15+ years of overall IT experience to lead the architecture, design, governance, and implementation of enterprise-scale ServiceNow solutions. The ideal candidate will define platform strategy, design scalable and secure solutions, establish governance standards, and drive digital transformation initiatives across multiple ServiceNow products and industry domains.

Key Responsibilities

Platform Architecture & Strategy

• Define and drive the ServiceNow platform vision, architecture roadmap, and modernization strategy aligned with enterprise IT and business objectives.

• Establish platform governance, environment strategy, development standards, code review processes, and upgrade readiness frameworks.

• Ensure platform scalability, performance, security, and maintainability while minimizing technical debt.

• Provide architectural leadership and technical guidance to development teams and stakeholders.

Solution Design & Implementation

• Architect end-to-end ServiceNow solutions across:

  • IT Service Management (ITSM)

  • Customer Service Management (CSM)

  • Hardware Asset Management (HAM)

  • Software Asset Management (SAM)

  • Project & Portfolio Management (PPM)

  • App Engine / Custom Applications

  • Service Catalog

  • CMDB and CSDM

• Lead requirements gathering, solution design, development oversight, testing, deployment, and post-production support.

• Design scalable data models, workflows, and process automations using Flow Designer, Process Automation Designer (PAD), Playbooks, and Integration Hub.

Customer Service Management (CSM)

• Architect omnichannel customer experiences across portals, mobile applications, virtual agents, and agent workspaces.

• Design customer data models using Accounts, Contacts, Consumers, and Install Base entities.

• Implement Advanced Work Assignment (AWA), queue management, and case routing models.

• Establish knowledge management, self-service capabilities, and performance measurement frameworks.

Asset Management

• Design and govern Hardware Asset Management lifecycle processes from procurement through retirement.

• Architect Software Asset Management solutions to ensure license compliance and optimize software utilization.

• Establish integrations with procurement, discovery, and inventory management systems.

• Maintain alignment between CMDB configuration items and asset records.

Automation & Low-Code Development

• Drive adoption of App Engine Studio and low-code/no-code development practices.

• Architect custom business applications and workflows while maintaining enterprise governance and security standards.

• Enable citizen development initiatives with appropriate controls and oversight.

Integration & Data Management

• Design and implement integrations between ServiceNow and enterprise platforms such as Workday, SAP Ariba, telephony systems, cloud provisioning platforms, eCommerce applications, and identity management solutions.

• Establish data synchronization strategies, API standards, and integration best practices.

• Lead data migration and platform consolidation initiatives from legacy systems.

Reporting & Analytics

• Develop Performance Analytics dashboards, KPIs, and executive reporting frameworks.

• Analyze operational and business metrics to drive continuous service improvement.

• Provide insights into service performance, customer satisfaction, asset utilization, and operational efficiency.

Required Qualifications

Education

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or related discipline.

Experience

• 15+ years of IT experience.

• 10+ years of hands-on ServiceNow experience.

• Proven experience as a ServiceNow Architect, Technical Architect, or Solution Architect.

• Experience delivering enterprise implementations In Singapore Government agencies.

Technical Skills

ServiceNow Expertise

• ITSM

• CSM

• HAM

• SAM

• PPM

• App Engine

• Service Catalog

• CMDB

• CSDM

• Knowledge Management

• Virtual Agent

• Performance Analytics

• Flow Designer

• Integration Hub

• Process Automation Designer (PAD)

• Agent Workspace

• ACLs, Roles, and Security Architecture

Development Skills

• JavaScript

• HTML

• CSS

• Angular

• ServiceNow Scripting and Development Frameworks

• REST/SOAP APIs