Solution Architecture & Design 

• Lead the scoping, design, and architecture of ServiceNow solutions ensuring alignment with client requirements and business objectives. o 
• Define and document high-level and detailed solution designs including integrations and workflow automation strategies. o 
• Provide technical leadership across multiple engagements ensuring solutions are scalable, maintainable, and aligned with ServiceNow best practices. o 
• Conduct feasibility assessments evaluating technical constraints and dependencies. 

Business Analysis & Requirements Management 

• Collaborate with clients to understand business challenges, objectives, and processes translating them into functional and technical requirements. 
• Lead workshops and discovery sessions to refine user stories, prioritize requirements, and establish solution roadmaps. 
• Develop solution blueprints ensuring a structured approach to data modeling, workflow design, and role-based access controls. 

ServiceNow Development & Implementation 

• Oversee end-to-end ServiceNow solution delivery working closely with developers to translate designs into high-quality implementations. 
• Guide ServiceNow customization, scripting, and integrations ensuring best practices and platform governance standards are upheld. 
• Ensure effective instance management including upgrades, patches, performance optimization, and security compliance. 
• Define and oversee unit testing, integration testing, and user acceptance testing (UAT) processes. 
• Lead change and release management within client environments ensuring smooth transitions and minimal disruption. 
• Provide ongoing support and solution optimisation proactively identifying areas for improvement and automation. 

Agile Delivery & Team Leadership

• Manage agile sprint activities including planning, backlog refinement, sprint reviews, and retrospectives. 
• Balance customer-facing engagements with internal resource planning and task prioritization. 
• Mentor and support developers and consultants fostering a collaborative environment that prioritises continuous learning and knowledge sharing. 

Who we need:

• Enjoy working in a small, high-performing team of SMEs with an agile and problem-solving mindset. 
• Be comfortable leading solution architecture, scoping, and technical design efforts while balancing hands-on work and strategic oversight. 
• Thrive in a fast-moving environment responding to customer needs and evolving priorities with flexibility. 
• Have a collaborative, pragmatic approach balancing best practices with practical implementation.
• Have a good sense of humor and be open to continuous learning and professional growth. 
• 10+ years of experience working in large/complex organizations with a strong background in solution architecture, technical design, and hands-on ServiceNow development.
• Deep expertise in ServiceNow CMDB and ITSM processes including best practices for data modeling, governance, and automation. 
• Strong background in ServiceNow development including scripting, workflow automation, and integrations across enterprise systems. 
• Proven ability to lead end-to-end solution design efforts including requirements analysis, technical scoping, and feasibility assessments. 
• Experience working in agile environments managing sprints, backlogs, and release cycles. 
• Ability to balance client engagements with internal resource and development team management ensuring efficient and effective delivery. 
• Excellent problem-solving and analytical skills with a track record of delivering scalable, high-quality ServiceNow solutions. 
• Demonstrated experience in managing multiple client engagements and working with stakeholders at all levels. 

Highly Desirable Criteria

You will ideally have solid experience (or the ability to rapidly upskill) with as many of the following as possible (listed in priority order): 

• Experience with other ServiceNow modules/ functionality such as Asset Management, Virtual Agent, etc.