Senior Solution Architect (ServiceNow & Integrations)

The Solution Architecture team within IT Delivery defines, governs, and communicates end-to-end business and technical solution designs. We act as a bridge between business capability needs and technical implementation, ensuring solutions align with enterprise standards, security, and operational excellence.

This role is focused on ServiceNow as a strategic platform for service management and customer service workflows, and on the integrations that connect ServiceNow to the wider enterprise ecosystem (Salesforce Service Cloud, Azure DevOps, P2 Central, P2 Store, and the Qbyte knowledge base).

You will own architecture decisions and integration contracts, guide delivery teams through design and implementation, and ensure solutions are resilient, observable, and supportable in production. You will work closely with Service Operations, Security, Product Owners, and Engineering teams across geographies.

Our Senior Solution Architects lead the design of scalable ServiceNow solutions and integrations, balancing speed of delivery with long-term maintainability, governance, and a high-quality customer and employee experience., As a Senior Solution Architect (ServiceNow & Integrations), you will own end-to-end solution architecture for ServiceNow capabilities and their integrations across a multi-system service ecosystem. The role requires strong ServiceNow platform expertise plus deep integration experience spanning ServiceNow, Salesforce Service Cloud, Azure DevOps, and internal platforms including P2 Central, P2 Store, and the Qbyte Wiki/knowledge base., 1. Solution architecture & technical leadership

• Own solution architecture for ServiceNow-driven initiatives and related integrations across the service ecosystem.
• Translate business needs into high-quality solution designs (HLD/LLD), integration contracts, and delivery-ready specifications.
• Define target architecture, principles, and patterns (integration, data ownership, security, observability), and ensure consistent application across initiatives.
• Lead architecture governance: design authorities, peer reviews, risk/issue mitigation, and technical decision records., 1. Solution architecture & technical leadership
• Own solution architecture for ServiceNow-driven initiatives and related integrations across the service ecosystem.
• Translate business needs into high-quality solution designs (HLD/LLD), integration contracts, and delivery-ready specifications.
• Define target architecture, principles, and patterns (integration, data ownership, security, observability), and ensure consistent application across initiatives.
• Lead architecture governance: design authorities, peer reviews, risk/issue mitigation, and technical decision records.

2. ServiceNow platform architecture (CSM/ITSM and beyond)

• Architect ServiceNow solutions using platform best practices (data model, access controls, performance, maintainability).
• Design and guide implementation for workflows using Flow Designer, scripting where required, and automation patterns suitable for enterprise scale.
• Drive platform quality: upgrade readiness, non-functional requirements, monitoring/alerting, and operational runbooks.

3. Integration architecture (core requirement)

• Design secure, resilient integrations using REST/SOAP APIs, event/webhook patterns, and integration best practices (idempotency, retries, dead-letter handling, correlation IDs, and SLA monitoring).
• Leverage ServiceNow Integration Hub (spokes, actions, subflows) and MID Server approaches where needed for secure connectivity.
• Define interface contracts, error models, data mapping, throughput expectations, and operational support model for each integration.
• Partner with engineering teams to implement and validate integrations end-to-end, including testing strategy and production cutover planning.

4. Salesforce Service Cloud & service intake alignment

• Provide architectural guidance for coexistence and/or migration scenarios involving Salesforce Service Cloud and ServiceNow.
• Ensure correct handling of:
• Email-to-Case patterns and behaviours, including attachment capture and visibility.
• Email-to-Case Premium (third-party enhancement) where in scope, including operational impacts and constraints.
• Apex Case Attachment patterns and Salesforce file/attachment model (Attachment vs Files, Content Document Link/Content Version), especially where downstream systems (e.g., P2 Store) are involved.
• SurveyVista survey capture and reporting integration requirements.

5. Azure DevOps integration & delivery enablement

• Architect and govern integrations between ServiceNow and Azure DevOps for case/work item synchronization and delivery transparency.
• Apply appropriate patterns using ServiceNow's Azure DevOps integration capabilities (e.g., triggers/webhooks where applicable) and ADO APIs.
• Align DevOps/change processes where needed (e.g., gated releases / change approvals).

6. P2 Central & P2 Store (domain-specific platforms)

• Own solution design for integrations involving:
• P2 Central: tenant provisioning triggers, entitlement/admin workflows, and contract-compatible interface changes.
• P2 Store: file provisioning, large attachment handling, and case comment/notification flows.
• Define system-of-record boundaries (especially for entitlements and provisioning status), integration triggers, and auditability requirements.
• Ensure parity with existing flows (where migrating from Salesforce to ServiceNow) while improving clarity, supportability, and security.

7. Knowledge base / documentation governance (Qbyte Wiki)

• Ensure architecture decisions, integration specs, and operational runbooks are captured and maintained in the agreed knowledge system.
• Demonstrate working knowledge of IFS Qbyte wiki/knowledge base usage and (where required) the process patterns for enabling Qbyte REST API access via service accounts and controlled access.

8. Stakeholder management & collaboration

• Work closely with Product Owners, Service Operations, Delivery, Security, and Platform teams to drive alignment and delivery outcomes.
• Communicate architecture clearly to both technical and non-technical stakeholders; proactively surface risks, dependencies, and trade-offs.

9. Coaching and capability uplift

• Mentor Solution Architects/BSAs/developers in platform and integration best practices.
• Promote reusable integration patterns, reference architectures, and consistent documentation standards., Integrations (core)
• API design (REST/SOAP), authentication/authorization (OAuth2/JWT/cert-based patterns), and secure secret management.
• Reliability patterns: retries, idempotency, throttling, error handling, correlation IDs, operational monitoring.

Salesforce (required working knowledge)

• Case lifecycle and service operations concepts.
• Email-to-Case setup/behaviours; attachment capture implications.
• Files/Attachments object model and integration implications (Attachment, Content Document Link, Content Version).
• Awareness of Email-to-Case Premium and SurveyVista usage/constraints.

Azure DevOps (required)

• Work item concepts, APIs, and integration triggers/webhooks.
• Understanding of service hook-driven integration patterns and alignment to change/release processes.

Domain platforms (required for this role)

• P2 Central and P2 Store functional integration needs (tenant provisioning, file provisioning, case comment notifications).
• Qbyte Wiki/knowledge base usage and governance (and awareness of REST API enablement patterns where relevant).

Do you have experience in ServiceNow?, * 7+ years in solution architecture / technical leadership roles within enterprise environments.

• 3-5+ years hands-on ServiceNow experience (architecture, implementation, and/or platform engineering).
• Proven track record designing and delivering complex system integrations (REST/SOAP, OAuth2, webhooks/eventing, middleware/iPaaS patterns).
• Demonstrable experience working with or around Salesforce Service Cloud (cases, email-to-case, attachments/files, automation).
• Experience integrating with Azure DevOps (Boards/work items and/or pipelines) and working in Agile/DevOps delivery models.

Must-have skills

ServiceNow (core)

• Now Platform architecture fundamentals; security model and data modelling.
• Flow Designer and automation design; Integration Hub concepts (spokes/actions/subflows).
• MID Server understanding for secure connectivity to external services., * ServiceNow CSA (Certified System Administrator).
• ServiceNow CIS-ITSM (or module-specific CIS relevant to your scope).
• ServiceNow CAD (Certified Application Developer).
• Salesforce Admin / Platform App Builder / Platform Developer (nice to have).
• Azure Fundamentals (AZ-900) or equivalent cloud foundation knowledge.
• ITIL Foundation (useful in ITSM/CSM contexts).
• TOGAF (nice to have) or equivalent architecture framework experience.

Personal attributes

• Strong architectural reasoning and ability to simplify complexity into pragmatic, supportable solutions.
• High ownership, delivery focus, and comfort operating across ambiguity.
• Excellent communication and stakeholder management across business and technical audiences.
• Quality mindset (security, performance, operability) and "build it like you'll run it" approach.