In a strategic capacity, the Service Management Architect holds a pivotal position, responsible for designing and implement transformational innovative and scalable solutions that underpin the success of our business. This includes not only the design of the Service Now solution but also the formulation of overarching strategies. This role entails close collaboration with multiple teams including comprising software engineers, project managers, and business stakeholders, to ensure business objectives are achieved and systems keep pace with technology trends. 

 

Formulate Service now strategy aimed at consistently deriving value from new functionality and capabilities. 

Collaborate with stakeholders to translate business needs into technical specifications. 

Guide Business  

Create detailed, high-level technical designs, prioritizing scalability, security, and performance. 

Select optimal technologies, frameworks, and platforms for system development. 

Offer technical guidance throughout the systems lifecycle. 

Enforce best practices, design standards, and architectural principles. 

Identify and address risks and anomalies in system designs. 

Conduct systematic audits to ensure compliance with architectural guidelines and industry standards. 

Stay current with emerging technologies, trends, and best practices in systems architecture. 

Collaborate with project managers and business stakeholders, providing technical insights for project planning and execution. 

 

Key duties and responsibilities include: 

Collaborate with Subject Matter Experts, IT Managers, and Product Managers to create system strategies that effectively address current and future business requirements. 

Conduct strategic assessments of IT product options, meticulously weighing architectural principles, cost-benefit analyses, and in-depth research. 

Offer technical expertise to Project and Operational teams, skilfully guiding them through intricate technical decisions. 

Leverage your technical prowess to lead and guide project and product teams, ensuring optimal outcomes. 

Establish comprehensive design principles and chart strategic product roadmaps tailored to your specialized domain. 

Promote a culture of technical excellence as a dedicated champion within both the IT environment and the wider business. 

Maintain a cutting-edge perspective by actively tracking technological advancements, and effectively communicate notable advancements to both IT management and stakeholders. 

Comprehend the distinctive strategies of diverse business areas to elevate the alignment of IT services. 

Collaboratively define pivotal service metrics in partnership with key business stakeholders. 

 

Key Performance Metrics: 

Ensuring IT Services are reliable and high performing, aligned with business goals. 

Architecting systems for efficient scalability, handling increased workloads without compromising performance. 

Implementing robust security measures to safeguard data and comply with industry standards. 

Meeting project timelines for timely system implementation and enhancements. 

Generating positive feedback by delivering systems with exceptional usability and functionality. 

Introducing innovative solutions while upholding industry standards and best practices. 

Exemplifying effective teamwork and communication within cross-functional teams. 

Skilfully resolving technical challenges during system development and implementation. 

Staying current with evolving technologies and best practices through continuous learning. 

Utilizing feedback to enhance system design and performance through iterative improvement. 

 

Candidate Specification:

 

 

Knowledge and experience - essential:

 

A sound knowledge of the principles of IT Service Management Experience working with ServiceNow Implementation and system architecture Integration Form and workflow design Development Experience providing technical guidance in a complex environment Experience working with senior stakeholders to understand corporate strategy 

 

Knowledge and experience – highly desirable 

Certification as ServiceNow System Administrator Certification in ITIL Foundation Experience with HR Service Management and Finance Service Management Knowledge of business analysis techniques Experience working in an Agile development environment 

 

Personal attributes 

Passionate about technical excellence Strong technical leadership skills Ability and strong appetite to understand new techniques and technologies Able to work both at a high level, providing strategic advice, and at a low level when detailed decisions are required Excellent verbal and written communication skills to display and communicate information to all levels of employees and management Strong ability to build stakeholder relationships