ServiceNow Architect

We are seeking a strategic and hands-on ServiceNow Architect to take on a Player-Manager role – combining hands-on technical leadership with line management responsibilities. You will lead the design, governance, and continuous improvement of our ServiceNow platform. The ideal candidate will have deep expertise in ITSM, ITOM, and CSM, with strong working knowledge across other ServiceNow modules like HRSD, App Engine, APM, SecOps, Knowledge Management, and Platform Automation. This is a critical leadership role shaping the architecture and roadmap of our core operational platform, enabling service excellence, automation, and customer-centric outcomes. 

This role requires hands-on technical expertise and the ability to work closely with clients to deliver high-quality ServiceNow solutions that meet their business needs.  

• Define and maintain the ServiceNow architecture aligned with business strategy. 

• Develop and maintain the platform roadmap ensuring modular rollout of capabilities covering ITSM, ITOM, CSM, AIOPs, App engine and emerging modules. 

• Establish technical standards, design review processes, and platform governance controls.  

• Ensure adherence to ServiceNow best practices, platform capabilities and upgrade strategy. 

• Lead and assist in solution design, implementation, configuration and customisation of ServiceNow modules, ITSM, CSM and ITOM, to meet business requirements. 

• Identify and implement opportunities to streamline repeatable processes eg. Onboarding, incident triage, request fulfilment. 

• Support initiatives around Knowledge Management, Operational Reporting and data driven decision making. 

• Document, review and approve technical designs, integration blueprints, and automation flows (e.g., Flow Designer, Integration Hub). 

• Desing, document and implement deployment and testing automation within ServiceNow platform. 

• Champion platform scalability, reuse, and modularity, leveraging ServiceNow's native capabilities wherever possible. 

• Act as a technical point of contact for stakeholders across IT Operations, Customer Services and Business Systems 

• Translate business requirements into platform solutions, engaging both technical and non-technical audiences. 

• Work closely with external ServiceNow partners, vendors and integrators. 

• Line manage a small team of ServiceNow developers and administrators. 

• Cascade and set objectives, conduct 1:1s and lead performance management and development plans. 

• Promote a collaborative agile delivery culture and mentor the team on platform best practices. 

• Support hiring, onboarding and capability of new team members. 

• 10 years of hands-on experience working with ServiceNow including at least 3+ years in an architectural role. 

• Hand-on delivery expertise across ITSM, CSM, ITOM, Discovery, and integrations. 

• Strong working knowledge of CMDB design, Discovery, Event Management, and Service Mapping 

• Deep understanding of platform tools: Flow Designer, IntegrationHub, Scripting (JavaScript, Glide), Scoped Apps. 

• Solid understanding of ITIL processes and experience with ITIL-aligned implementations. 

• Experience managing and mentoring technical teams in an Agile or DevOps environment. 

• Exposure to Performance Analytics and ServiceNow Data Foundations. 

• Working knowledge of Knowledge Management design principles. 

• MSP or IT Services industry background. 

• ServiceNow certifications  

• Mandatory - Certified System Administrator (CSA) and Certified Implementation Specialist (CIS) in ITSM, ITOM. 

• Preferred – ServiceNow Certified Technical Architect. 

• Advantageous - ServiceNow Certified Master Architect 

• Excellent inter-personal skills and the ability to build relationships and manage user expectations. 

• Be willing to take initiative in problem identification and solution provision. 

• Ability and willingness to travel as required.

• Excellent verbal and written communication skills 

• Ability to manage multiple tasks, prioritise effectively, and meet project deadlines. 

Wellbeing focused – Our people are our greatest assets, and ensuring everyone feels their best self to come to work is integral

• Annual Leave – 26 days of annual leave, plus public holidays and the ability to buy additional days
• Employee Assistance Programme – Free advice, support, and confidential counselling available 24/7 through Care First
• Endometriosis Friendly Employer - We are proud to confirm our commitment to developing an environment and culture that allows those with endometriosis to thrive in the workplace

Personal Growth - Regardless of where you are at in your career, we’re committed to enabling your growth personally and professionally

• Development Programmes – From Future Managers to Leadership Training, our development programmes help you get where you need to go
• Performance Bonus – Our Group-wide bonus scheme enables you to reap the rewards of your success

Financial wellbeing - We understand as well as your mental wellbeing, your financial wellbeing is really important

• Pension Scheme – Our plan with Scottish Widows offers 5% matched contribution by the company
• Income protection insurance – Providing you with support and assistance when you need it most

Recognition – Highlighting and rewarding the great work our people do

• Performance & Talent – Our own technology platform that allows you to get real-time feedback, conversations and goals to help you become your best self

Making a Difference – we provide opportunities to help our people make a difference to the causes they care about

• MatchIt! – Fundraise for a cause close to your heart and OneAdvanced will match part of the funding
• Volunteering Time – Our volunteering leave scheme allows you to use your time to help those who need it
• Pennies from Heaven – donate the pennies from your pay check to help make a difference without lifting a finger