1. Architectural Oversight & Governance Oversee the architectural design and solution implementation of ServiceNow Customer Service processes, ensuring alignment with the overall enterprise architecture. Provide architectural direction, ensuring that solutions are scalable, secure, and integrate seamlessly with other enterprise systems. Ensure that proposed solutions adhere to both functional and non-functional requirements, including performance, security, and scalability, but delegate detailed technical execution to solution architects and development teams. 2. Strategic Vision & Alignment Guide the strategic alignment of customer service solutions within the broader enterprise architecture, ensuring long-term vision and compliance with technology roadmaps. Collaborate with enterprise architects to ensure ServiceNow solutions fit within the larger ecosystem of tools, platforms, and business strategies. 3. Integration Strategy & Architecture Review Oversee the integration of ServiceNow with other platforms and systems, ensuring the architecture supports end-to-end interoperability. Facilitate the architecture review process, ensuring the integration design meets the required standards, while empowering solution architects to focus on detailed implementation. 4. Leadership in Decision-Making Forums & CollaborationLead the Architecture Council (ARCO), a decisional forum involving solution and platform architects, including ServiceNow Impact platform architects. Topics discussed and approved include new projects, applications, MVPs, required decisions (as determined by the architect), and the distribution of information about platform-wide changes impacting multiple streams.Drive the Community of Practice (CoP), ensuring that best practices are shared, and architectural standards are continuously improved across teams.Provide technical leadership to release trains and development teams, guiding them through the implementation of solutions and ensuring adherence to architectural standards.Collaborate with cross-functional teams (e.g., development, testing, support) to ensure a smooth implementation and transition to production environments.Act as a bridge between technical and non-technical teams, ensuring effective communication and collaboration between all parties.5. Governance, Best Practices & Architectural Framework Establish and enforce governance models, ensuring ServiceNow customer service solutions adhere to enterprise architecture principles. Promote best practices for ServiceNow architecture and development, driving continuous improvement and standardization across projects. Act as a key decision-maker in approving new projects and architectural changes, ensuring alignment with enterprise-wide goals. Ensure that the ServiceNow architecture adheres to security best practices and aligns with enterprise security policies. 6. Change Management, Continuous Improvement & Innovation Lead the change management process for ServiceNow enhancements, ensuring minimal disruption to customer service operations. Stay updated with the latest ServiceNow features and releases, proactively identifying opportunities for improvement and optimization. Facilitate continuous improvement of customer service processes by leveraging new ServiceNow capabilities or making architectural adjustments. Oversee ongoing architectural improvements and ensure new initiatives align with the evolving business and technical landscape. 7. Stakeholder Management Engage with SHS CS DDO (Digital Development and Operations) management and key stakeholders to communicate the architectural vision, progress, and challenges related to ServiceNow implementations. Provide regular updates and reports on project status, risks, and mitigation strategies related to the customer service solution architecture. Act as the primary point of contact for all high-level architectural decisions related to SENSE/cSENSE instances of ServiceNow.

Job description

Your tasks and responsibilities:

Oversee architectural design and implementation of ServiceNow Customer Service processes.Ensure solutions are scalable, secure, and integrate with enterprise systems.Ensure adherence to functional and non-functional requirements, delegating technical execution to solution architects and development teams.Guide the strategic alignment of customer service solutions with enterprise architecture and technology roadmaps.Collaborate with enterprise architects to integrate ServiceNow within the broader ecosystem of tools and platforms.Oversee integration of ServiceNow with other platforms, ensuring end-to-end interoperability.Facilitate architecture reviews, ensuring standards are met, while empowering solution architects for detailed implementation.Provide technical leadership to release trains and development teams, ensuring adherence to architectural standards.Collaborate with cross-functional teams for smooth implementation and transition to production environments.Act as a bridge between technical and non-technical teams for effective communication and collaboration.Establish and enforce governance models for ServiceNow solutions, aligning with enterprise architecture principles.Promote best practices for ServiceNow architecture and development, driving continuous improvement.Approve new projects and architectural changes, ensuring alignment with enterprise-wide goals.Ensure ServiceNow architecture adheres to security best practices and enterprise security policies.Lead change management processes for ServiceNow enhancements, minimizing disruption to operations.Stay updated with the latest ServiceNow features and releases, identifying opportunities for improvement.Oversee continuous architectural improvements and ensure new initiatives align with business and technical evolution.Engage with management and stakeholders to communicate architectural vision, progress, and challenges.

Your qualifications and experience:

You have a technical university degree in informatics or a comparable course of study.Strong background in integrating ServiceNow with other enterprise systems such as SAP and other ITSM platforms.A CTA or CMA ServiceNow certification is a plus.SAFe certification is a plus.

Your attributes and skills:

Deep understanding of ServiceNow modules (CSM, ITSM, FSM) and their applications.Ability to guide and mentor solution architects, developers, and cross-functional teams.Proven ability to make high-stakes architectural decisions in a collaborative yet authoritative manner.Excellent written and verbal communication skills, with the ability to translate technical concepts to non-technical stakeholders.Ability to work across multiple teams and departments, fostering collaboration between technical and business stakeholders.Skilled at navigating differences in technical or business opinions and finding common ground.