ServiceNow Solution Architect

Overview

Lead the delivery, support, architecture, and product ownership of the ServiceNow Platform supporting HR, Procurement, and Finance global services, with a focus on Employee Experience. Own ServiceNow SMT products and initiatives from strategy and backlog prioritization through implementation, delivery, measurement, and transition from program to product.

What you'll do

• Lead the daily execution and delivery of ServiceNow initiatives from start to completion, including deadlines, achievements, communication, and processes.
• Design, architect, and implement scalable, robust, and secure ServiceNow solutions aligned with business requirements and ServiceNow best practices.
• Design and implement integrations between ServiceNow and other enterprise systems.
• Guide development teams using in-depth knowledge of the ServiceNow platform, particularly HRSD, S2P, and Employee Center modules.
• Collaborate with developers, administrators, and SI partners to implement and configure solutions.
• Lead strategy, backlog prioritization, and configuration efforts alongside the IT delivery team.
• Own the ServiceNow HRSD and Procurement Operations S2P product backlogs within the SMT Program.
• Prioritize features and define user stories aligned with HR service delivery and S2P Procurement Operations strategies.
• Gather requirements and feedback from Global Services, HR, IT, and Procurement stakeholders.
• Act as the voice of the customer within the squad to ensure the team builds the right thing.
• Implement agile principles and practices in product development.
• Conduct sprint planning, backlog refinement, and sprint review events.
• Supervise product development progress and drive continuous improvement within the team.
• Conduct product demos and Proofs of Concept to showcase solutions.
• Maintain focus on user experience within ServiceNow solutions and work with UX/UI designers to enhance usability and effectiveness.
• Communicate technical concepts to technical and non-technical stakeholders.
• Act as the primary trusted delivery advisor to technology leaders.
• Collaborate across global and regional teams and JJT groups.
• Partner with external organizations and vendors to influence enhancements and functionality.
• Use data analytics and KPIs to make informed decisions about HRSD features.
• Implement metrics tracking and reporting to measure success and impact.
• Apply value realization for new technology solutions and ensure alignment with product vision and roadmap.
• Handle vendor relationships and collaborate with external partners to influence product features and enhancement direction.
• Develop a business-centric technical platform strategy to drive measurable business value.
• Influence platform-first and out-of-the-box design strategy.
• Help transition the solution from Program to Product after the initial implementation is completed.
• Stay updated with ServiceNow platform trends, features, and capabilities.
• Seek areas for process improvement and innovation.

What you'll need

• Bachelor's degree from an accredited college or university in information technology, management information systems, computer science, or business administration.
• Minimum of 10-12 years' experience with the ServiceNow Platform and Products, including prior HR Service Delivery and/or Source-to-Pay implementation experience.
• ServiceNow Certified System Administrator certification.
• ServiceNow Certified Implementation Specialist for HRSD and one or more other products.
• Minimum 2 years of experience creating, implementing, and leading technical products and capacity-based development teams in a fast-paced Agile environment.
• Proven track record in leading and owning technology investments and products, and defining and measuring product outcomes and metrics.
• Experience with end-to-end design of customer needs, roadmap creation, and execution of data-connected products following design thinking and user experimentation principles.
• Developed leadership capabilities, negotiation skills, and attention to detail.
• Strong relationship skills, effective communication, and excellent written, verbal, and presentation skills.
• Ability to convey complex technical ideas to diverse audiences.
• Ability to proactively seek areas for process improvement and innovation.

Nice to have

• Proficiency in agile project management tools such as JIRA and Confluence.
• Experience working in a global environment.

Details

• Location: Bangalore, Karnataka, India.
• The role collaborates with global and regional teams and JJT groups.
• The role involves working with external organizations, vendors, and SI partners.