ServiceNow Solution Architect

ServiceNow Solution Architect

Following rapid expansion of new name clients into the Fujitsu SaaS ServiceNow practice, we are seeking a ServiceNow Solution Architect that has solid and progressive consulting experience and a proven record of successful ServiceNow engagements.

What we offer:

• The opportunity to design and build ServiceNow solutions to multiple sectors both with our existing client base and new customers.
• Unrivalled investment and training in you and your career
• Stimulating environment offering ongoing learning opportunities
• Culture of innovation and inspiration
• Competitive salary and generous benefits
• A very flexible and creative environment for everyone.

Role and Accountabilities:

We are seeking a ServiceNow Solution Architect to lead the design and delivery of enterprise-grade ServiceNow solutions across ITSM, FSM, and CSM. This role owns the technical vision for ServiceNow implementations, translating business requirements into solution designs, guiding development teams, and establishing platform governance. The successful candidate will bring architectural depth across multiple ServiceNow modules, strong stakeholder engagement skills, and a track record of leading complex ServiceNow programmes from design through delivery.

Key Responsibilities:

• Define and own the architectural vision for ServiceNow solutions, ensuring alignment with business objectives, enterprise architecture standards, and platform best practices.
• Produce solution designs including technical specifications, data models, integration strategies, and security considerations across ITSM, FSM, and CSM.
• Translate complex business requirements into technical designs and user stories for development teams.
• Evaluate new ServiceNow features and products and recommend adoption where they address business needs or improve existing solutions.
• Establish and enforce platform governance policies, development standards, and architectural guidelines.
• Ensure solutions meet architectural principles, security policies, performance requirements, and maintainability standards.
• Provide guidance on platform upgrades, technical debt management, and long-term platform health.
• Lead client workshops to gather business and technical requirements and present solution options.
• Design and oversee integrations between ServiceNow and other enterprise systems (ERP, CRM, HRIS) using REST, SOAP, IntegrationHub, and other integration technologies.
• Define data migration strategies and ensure data integrity within ServiceNow.
• Estimate effort and define scope for ServiceNow projects.
• Mentor and provide technical leadership to ServiceNow developers and technical consultants across onshore and offshore teams.
• Conduct technical reviews and provide feedback to ensure solution quality and adherence to architecture.
• Promote ServiceNow best practices, design patterns, and efficient development methodologies across the organisation.

Required Skills & Qualifications:

• 5+ years of experience in ServiceNow solution architecture across enterprise-level implementations.
• Deep understanding of:
• IT Service Management (ITSM): Incident, Problem, Change, Request Fulfillment, Service Catalog, CMDB.
• Field Service Management (FSM): Work Orders, Scheduling, Dispatch, Mobile capabilities.
• Customer Service Management (CSM): Cases, Accounts, Contacts, Service Portals, Omni-Channel.
• Strong knowledge of platform governance, upgrades, security, performance tuning, and instance cloning strategies.
• Proficiency in JavaScript, GlideScript, Jelly, HTML, CSS, and other web technologies relevant to ServiceNow.
• Experience designing and implementing complex integrations with enterprise systems.
• Solid knowledge of authentication, authorisation, and security best practices.
• Ability to create clear architectural diagrams, technical documentation, and design artefacts.
• Proven experience leading client workshops and translating requirements into well-defined user stories.
• Strong problem-solving, analytical, and communication skills with the ability to engage both technical and non-technical stakeholders.

At Fujitsu, one of our corporate principles is "We respect human rights". This principle underpins all our corporate and individual activities and guides the actions of every member of the Fujitsu Group. We embrace diversity and equal opportunity. Qualified candidates will be considered for employment without regard to race, color, religion, gender, gender identity or orientation, sexual orientation, national origin, genetics, disability, age or veteran status.

The pay range for this position is estimated at $135,040.00 to $189,056.00. Additionally, this role will be eligible for a short-term incentive based on company results and individual performance.