Servicenow Platform Architect: Enterprise Itsm & Ai/Itom

Accenture; Melbourne; Sur place; AUD 180 000 - 240 000; Plein temps

Résumé du poste

Accenture is seeking a highly experienced ServiceNow Platform Architect to lead platform direction across ITSM, Virtual Agent, ITOM, and new AI capabilities. You will oversee design, go‑live readiness, and transition to operations, working with distributed delivery teams and senior stakeholders.

The role requires deep technical architecture expertise, platform leadership, and strong stakeholder management in a complex, fast‑paced environment.

Qualifications

• 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.

Responsabilités

• Provide architectural oversight for design and implementation of Flow Designer workflows.
• Govern platform configuration across modules to align with architecture and standards.
• Own go-live readiness activities, including checkpoints and risk management.
• Establish and run stakeholder review sessions for platform direction.
• Manage multi-vendor platform programme across delivery partners and internal teams.
• Facilitate executive workshops to drive alignment on priorities.

Connaissances

ServiceNow CSA/CIS credentials

Flow Designer workflows

IntegrationHub spokes

Go-live readiness & handoff

Multi-vendor delivery governance

Stakeholder engagement & reporting

FMCG industry experience

Outils

Azure Monitor

DataDog

Description du poste

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!

All our consulting professionals receive comprehensive training covering business acumen, technical and professional skills development. You’ll also have opportunities to hone your functional skills and expertise in an area of specialization. We offer a variety of formal and informal training programs at every level to help you acquire and build specialized skills faster. Learning takes place both on the job and through formal training conducted online, in the classroom, or in collaboration with teammates. The sheer variety of work we do, and the experience it offers, provide an unbeatable platform from which to build a career.

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