Solution Architect - Domain ITSM

Sandvik; Sandvikens kommun; On-site; SEK 1,100,000 - 1,600,000; Full time

Job summary

Sandvik seeks a Solution Architect for ITSM to shape the architectural direction of the ServiceNow domain across a global organization. You will translate business needs into technical strategy, maintain platform quality and guide engineers and partners for scalable, secure, AI-ready solutions.

You bring deep ServiceNow expertise, strong governance, and the ability to balance immediate needs with long-term platform viability in a multinational setting.

Qualifications

• Extensive experience designing enterprise-scale solutions on ServiceNow or similar platforms.
• Strong knowledge of ITSM processes: Service Catalogue, Employee Center, Virtual Agent, Knowledge Management, Predictive Intelligence.
• Experience leading platform transformation and reducing technical debt.
• Ability to develop cost estimates and explain technical and commercial impacts.

Responsibilities

• Define target architecture and roadmap for the ITSM domain.
• Make strategic technology decisions balancing capability, maintainability and cost.
• Champion an out-of-the-box-first approach and minimize unnecessary customization.
• Review designs and ensure platform quality; lead upgrade readiness and debt initiatives.

Skills

ITSM processes

ServiceNow architecture

Stakeholder engagement

Architectural roadmap

Education

Relevant IT/Service Management background

Tools

ServiceNow Platform

ServiceNow CSA (beneficial)

CIS-ITSM (beneficial)

CTA/CMA (advantage)

Job description

Shape the architectural direction of the ServiceNow domain used across a global industrial technology organization. As our Solution Architect for ITSM, you combine deep technical expertise with strong stakeholder engagement to create scalable, secure and reliable solutions that support users worldwide.About your jobYou act as the technical design authority for the ITSM domain within our ServiceNow platform. As part of Platform Architecture and Governance, you translate validated business needs into clear technical direction while ensuring platform quality and long-term viability. The domain includes IT Service Management, Service Catalogue, Self-service, Virtual Agent, Employee Center, Knowledge Management and Predictive Intelligence.Job responsibilitiesDefine the target architecture and architectural roadmap for the ITSM domain.Make strategic technology decisions that balance capability, maintainability and cost.Champion an out-of-the-box-first approach and challenge unnecessary customization.Review designs, code and implementation approaches to safeguard platform quality.Lead platform health, upgrade readiness and technical debt initiatives.Guide engineers and implementation partners while preparing the platform for AI-driven capabilities, automation and autonomous operations.LocationThis position is based in Sandviken or at the World Trade Center in Stockholm.Your profileYou bring extensive experience in designing enterprise-scale solutions within ServiceNow or a similar platform. Combining technical depth with business understanding, you know how to turn complex needs into sustainable architectural decisions.Your background includesStrong knowledge of ITSM processes and related capabilities, including Service Catalogue, Employee Center, Virtual Agent, Knowledge Management and Predictive Intelligence.Experience driving platform transformation and reducing technical debt.A solid understanding of platform governance, quality controls and lifecycle management.The ability to develop cost estimates and explain technical and commercial impacts.A relevant academic background, or equivalent experience, in IT operations or service management.The ability to communicate comfortably in English.ServiceNow CSA and CIS-ITSM certifications are beneficial for this position. CMA or CTA certification, or a clear path towards CTA, is considered an advantage.Structured and curious, you confidently challenge non-standard solutions while balancing immediate needs with the platform’s long-term direction. You collaborate effectively across the organization and communicate clearly with both technical and non-technical stakeholders.The teamYou join a focused expert team covering four main product domains: Asset & Portfolio, Risk & Resilience, ITSM and ITOM. The team works closely with internal developers on platform configuration, maintenance and issue resolution, while external development partners support larger initiatives.Our cultureAt Sandvik, we’re tech-driven, innovative and entrepreneurial. We believe success is a team effort, so we value diversity and are committed to creating an inclusive culture where people can be themselves and reach their full potential. We invest in supporting each other, learning together and celebrating our differences. Visit our stories hub , LinkedIn or Facebook to get to know us better.Contact informationFor further information about this position, please contact Jesper Sandlund, hiring manager, [e-mail]’ve already decided which advertising channels and marketing campaigns to use and respectfully decline additional contact regarding these matters.Union contacts – SwedenJohanna Beijer, Unionen, [phone]Tord Engström, Akademikerföreningen, [phone]Peter Olsson-Andrée, Ledarna, [phone]Recruitment Specialist: Lotta Amnebjer NordqvistHow to applySend your application no later than October 16, 2026. Click Apply and include your resume and cover letter in English. Please note that we don’t accept applications by email. Job ID: R0097919.We aim for an open and fair recruitment process and use a range of tools to support an objective assessment. Later in the process, you may be invited to complete personality and logical reasoning tests.To learn more about our recruitment process, please visit our career site or contact HR Services at [e-mail]