Senior ServiceNow Solution Architect

Randstad Technologies Recruitment; Stratford-upon-Avon; On-site; GBP 90,000 - 130,000; Full time

Job summary

Randstad Technologies Recruitment is seeking an experienced ServiceNow Architect to lead the design, governance, and evolution of an enterprise-grade ServiceNow ecosystem. The role focuses on integrating AI technologies, modern portals, and multi-system automation to improve service delivery and employee experiences.

The candidate will drive platform strategy, upgrade roadmaps, and guardrails, while delivering scalable, secure, and user-friendly interfaces and workflows across complex

Qualifications

• 10+ years of ServiceNow platform experience, with a proven record architecting enterprise ITSM implementations and leading large-scale digital transformation programs.
• Hands-on design and implementation experience with Now Assist, AI Agents, and conversational AI solutions, including governance considerations.
• Proficiency in JavaScript and ServiceNow scripting (Business Rules, Client Scripts, ACLs), Flow Designer, App Engine, and IntegrationHub orchestration.

Responsibilities

• Architect and evolve the ServiceNow platform while aligning with ITIL v4 standards.
• Lead governance, upgrade roadmaps, and lifecycle management for ITSM Pro and related modules.
• Design intuitive portals and workspaces using Employee Centre, Service Portal, and UI Builder to enhance self-service and usability.
• Integrate ServiceNow with Azure DevOps, IAM, ITOM, and third-party systems using IntegrationHub and REST/SOAP APIs.

Skills

ServiceNow

ITSM

Enterprise Architecture

AI & Automation

JavaScript

IntegrationHub

REST/SOAP APIs

Tools

Flow Designer

App Engine

Performance Analytics

REST/SOAP API Integration

Job description

The Opportunity:

In this role, you will lead the design, governance, and architectural evolution of an enterprise-grade ServiceNow ecosystem. Operating at the intersection of core ITSM Pro and next-generation AI, you will transform enterprise service delivery by embedding Now Assist, Agentic AI, and automated digital workflows across complex, multi-system environments.

Your Impact

AI & Workflow Innovation

Architect and deploy Now Assist, Agentic AI, and Virtual Agent conversational workflows to drive autonomous resolution, intelligent routing, and seamless employee experiences.

Platform Architecture & Governance

Lead the technical strategy, scalability, and lifecycle governance for ServiceNow ITSM Pro, establishing high-performance standards, upgrade roadmaps, and platform guardrails.

Service Experience Modernization

Design intuitive, modern portals and workspace interfaces using Employee Centre, Service Portal, and UI Builder to elevate self-service and operational usability.

Enterprise Integration & Automation

Connect ServiceNow with Azure DevOps, IAM, ITOM, and third-party estates via IntegrationHub, custom Spokes, REST/SOAP APIs, and event-driven automation.

Your Experience

• Professional Background: 10+ years of deep ServiceNow platform experience, including a strong track record architecting enterprise ITSM implementations and leading large-scale digital transformation programs.
• AI & Modern Capabilities: 2-3 years of hands-on experience designing and implementing Now Assist, AI Agents, and conversational AI solutions, backed by an understanding of AI governance and risk.
• Technical Depth: Extensive expertise in JavaScript, ServiceNow scripting (Business Rules, Client Scripts, ACLs), Flow Designer, App Engine, Performance Analytics, and IntegrationHub orchestration.
• Certifications & Leadership: Certified System Administrator (CSA), Certified Implementation Specialist (CIS-ITSM), or Application Developer (CAD) credentials (CTA / AI certifications preferred), with proven ability to guide delivery teams, facilitate client workshops, and align solutions to ITIL v4 standards.