SUMMARY:
2. Implementation & Delivery Leadership
a) Oversee end-to-end implementation of new ServiceNow modu
POSITION INFO:
ROLE SUMMARY
The Senior ServiceNow Architect is responsible for designing, governing, and optimising the enterprise ServiceNow platform across ITSM, ITOM, HRSD, CSM, Security Operations, and other modules. This role provides architectural leadership, ensures alignment with business and IT strategies, and drives platform adoption, standardisation, and optimisation.
The architect partners with technology teams, business stakeholders, developers, and implementation partners to deliver scalable, secure, and innovative ServiceNow solutions.
KEY RESPONSIBILITIES
1. Platform Architecture & Solution Design
a) Lead the overall architecture and roadmap for the ServiceNow platform.
b) Define enterprise design standards, guardrails, and best practices for module implementation.
c) Architect solutions across ITSM, ITOM, CMDB, HRSD, CSM, SecOps, SPM, and custom applications.
d) Translate business requirements into scalable ServiceNow solutions aligned with platform capabilities.
e) Produce high-level and detailed design documents, architecture diagrams, and data models.
2. Implementation & Delivery Leadership
a) Oversee end-to-end implementation of new ServiceNow modules and enhancements.
b) Review solution designs, configurations, and customisations to ensure compliance with architectural standards.
c) Guide developers, configurators, and administrators on best practices.
d) Ensure smooth deployment, testing, and go-live of platform changes.
e) Manage platform upgrades, releases, patching, and simplification initiatives.
3. CMDB, Discovery & IT Operations Architecture
a) Own the CMDB architecture, ensuring accurate CI modelling, relationships, and data quality.
b) Architect Discovery, MID servers, integrations, and automated service mapping.
c) Define ITOM patterns for event, orchestration, monitoring, and operations management.
4. Governance, Standards & Platform Ownership
a) Establish governance frameworks, change control processes, and design review boards.
b) Ensure alignment with ITIL, service management practices, and enterprise architecture standards.
c) Maintain a platform blueprint including data, security, integration, and module governance.
d) Drive “out-of-the-box first” principles and reduce unnecessary customisation.
5. Integration Architecture
a) Design and govern ServiceNow integrations using APIs, web services, IntegrationHub, and 3rd-party connectors.
b) Ensure integrations meet performance, security, resilience, and data-flow requirements.
c) Collaborate with enterprise architecture and cloud/infrastructure teams.
6. Security, Compliance & Risk Management
a) Architect roles, groups, ACLs, encryption, and data access models.
b) Ensure compliance with organisational security standards, audit requirements, and regulatory frameworks (e.g. POPIA).
c) Conduct impact assessments, security reviews, and risk analyses for new solutions.
7. Stakeholder Engagement & Advisory
a) Engage business and IT leaders to shape ServiceNow strategy and prioritise platform value.
b) Facilitate workshops, roadmap sessions, and design authority forums.
c) Provide expert guidance on leveraging the platform to digitise workflows and improve service experience.
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