ServiceNow Platform Architect

Accenture PLC; City of Melbourne; On-site; AUD 180,000 - 240,000; Full time

Benefits offered by this job

Parental leave (18 weeks)

Career breaks

Career development

International opportunities

Family inclusive workplace

Flexible work arrangements

Diversity & Inclusion program

Job summary

Accenture Australia is seeking a highly experienced ServiceNow Platform Architect to lead platform leadership across ITSM, Virtual Agent, AI capabilities and ITOM. You will own solution design oversight, go-live readiness and transition to operations across multi‑vendor delivery teams.

The role demands deep technical architecture expertise, strong stakeholder management and proven ServiceNow implementations in FMCG or similar complex environments, with a track record of governance and delivery

Qualifications

• Active ServiceNow CSA and CIS certifications across ITSM, Virtual Agent, and ITOM.
• Hands-on experience architecting Flow Designer workflows and IntegrationHub spokes.
• Accountability for module configuration oversight, go-live readiness, and handoff to operations.

Responsibilities

• Provide architectural oversight for the design and implementation of Flow Designer workflows and IntegrationHub spokes at enterprise scale.
• Govern platform configuration across modules, ensuring alignment to architecture, quality, and compliance standards.
• Own go-live readiness activities, including delivery checkpoints, risk management, and transition to operational teams.
• Establish and run stakeholder review sessions.
• Manage a multi-vendor platform programme, ensuring alignment across delivery partners and internal teams.
• Facilitate executive and senior stakeholder workshops to drive alignment on platform direction and priorities.
• Produce and maintain Architecture Decision Records (ADRs) to support platform governance and design traceability.
• Guide integration design between ServiceNow and cloud/monitoring platforms such as Azure Monitor.
• Support operational excellence by aligning delivery outcomes with SRE principles and managed services runbook standards.

Skills

ServiceNow CSA

CIS certifications

Flow Designer

IntegrationHub

Architecture leadership

Stakeholder management

Multi-vendor delivery

SRE alignment

Tools

Azure Monitor

DataDog

Azure cloud

Job description

About Accenture

Accenture is a global professional services company with leading capabilities in digital, cloud and security. Find out more about us at www.accenture.com.

Role Summary

We are looking for a highly experienced ServiceNow Platform Architect to drive platform leadership across ITSM, Virtual Agent, newer AI capabilities and ITOM, with accountability for solution design oversight, go-live readiness, and transition to operational support teams.

The successful candidate will bring a blend of technical architecture expertise, platform leadership, and stakeholder management capability, with proven experience in ServiceNow implementations across multi-vendor and distributed delivery teams.

Key Responsibilities

• Provide architectural oversight for the design and implementation of Flow Designer workflows and IntegrationHub spokes at enterprise scale.
• Govern platform configuration across modules, ensuring alignment to architecture, quality, and compliance standards.
• Own go-live readiness activities, including delivery checkpoints, risk management, and transition to operational teams.
• Establish and run stakeholder review sessions.
• Manage a multi-vendor platform programme, ensuring alignment across delivery partners and internal teams.
• Facilitate executive and senior stakeholder workshops to drive alignment on platform direction and priorities.
• Produce and maintain Architecture Decision Records (ADRs) to support platform governance and design traceability.
• Guide integration design between ServiceNow and cloud/monitoring platforms such as Azure Monitor.
• Support operational excellence by aligning delivery outcomes with SRE principles and managed services runbook standards.

Must-Have Skills / Experience

• Active ServiceNow CSA and CIS certifications across ITSM, Virtual Agent, and ITOM.
• Strong hands‑on experience architecting and delivering Flow Designer workflows and IntegrationHub spokes.
• Demonstrated accountability for module configuration oversight, go-live readiness, and handoff to operational teams.
• Strong delivery management capability, including governance, risk tracking, milestone management, and stakeholder reporting.
• Experience managing multi‑vendor delivery models and complex programme structures.
• Strong communication and facilitation skills, with the ability to engage senior and executive stakeholders.
• Experience working in a FMCG environment.

Good-to-Have Skills / Experience

• Exposure to Azure cloud infrastructure and integration design patterns.
• Familiarity with Azure Monitor, DataDog, or similar observability platforms.
• Experience managing offshore delivery teams and coordinating distributed teams across multiple pods.
• Understanding of Site Reliability Engineering (SRE) principles.
• Experience working within a managed services environment.
• Familiarity with operational runbook standards and service transition practices.

Professional Attributes

• Strong leadership and decision‑making capability.
• Excellent stakeholder management and communication skills.
• Ability to operate effectively in complex, fast‑paced delivery environments.
• Strong governance mindset with attention to quality, risk, and operational sustainability.
• Collaborative approach to working across business, technical, and vendor teams.

Experience Level

• Extensive experience in ServiceNow platform delivery, architecture, and governance
• Experience in FMCG and managed services environments preferred

Benefits of working at Accenture:

• 18 weeks paid parental leave
• Long & short‑term career break opportunities
• Structured career development program
• Local and international career opportunities.
• Certified as a Family Inclusive Workplace
• Flexible Work Arrangements - centered around Accenture's Truly Human ethos and our commitment to supporting the health and wellbeing of our people.
• We are proud to be in the top 3 of last year's Diversity & Inclusion Index!

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