Servicenow Platform Architect: Itsm, Itom & Ai Leader

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

Benefits offered by this job

Paid parental leave (18 weeks)

Career development program

Flexible work arrangements

Global opportunities

Inclusive workplace

Job summary

Accenture is seeking a seasoned ServiceNow Platform Architect in Melbourne to lead platform leadership across ITSM, Virtual Agent, ITOM, and AI capabilities. You will oversee solution design, go-live readiness, and transition to operations for multi-vendor delivery teams.

You will drive architecture decisions, partner with senior stakeholders, and align delivery with SRE principles and runbooks. FMCG experience and Azure integration are a plus.

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.
• 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 senior and executive stakeholders.
• Experience working in an FMCG environment.

Responsibilities

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

Skills

ServiceNow architecture

Stakeholder management

Multi-vendor delivery

Flow Designer/ IntegrationHub

SRE/runbook alignment

Azure Monitor integration

Tools

Azure Monitor

ServiceNow integration

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.

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Flexible Work Arrangements - centered around Accenture's Truly Human ethos and our commitment to supporting the health and wellbeing of our people.

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