ServiceNow Solution Architect & Agile Leader

Kyndryl; Singapore; On-site; SGD 120,000 - 210,000; Full time

Job summary

Kyndryl Singapore seeks an experienced ServiceNow Architect to lead design, implementation, and optimisation of enterprise ServiceNow solutions, with emphasis on CSM. You will drive Agile delivery as Scrum Master, oversee AI capabilities integration, and ensure alignment with IT strategy, governance, and security standards across digital transformation programmes.

Collaborating with business units and vendors, you will shape architecture strategy, oversee platform migration to protected

Qualifications

• 8–10 years of solution architecture experience with at least 3 years focused on ServiceNow, with preference on ServiceNow Customer Service Management (CSM)
• 3 years of experience as a Scrum Master or Agile Delivery Lead, preferably within enterprise technology or digital transformation programmes
• Demonstrated experience facilitating agile ceremonies, managing backlogs, and coaching cross‑functional teams on agile ways of working
• Demonstrated experience in vendor management and solution validation
• Track record of successful large‑scale digital transformation projects
• Experience with enterprise architecture frameworks and methodologies
• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision‑making, or problem solving, including using AI‑powered tools, automating workflows, analysing AI‑driven insights, or exploring AI's potential impact on the function or industry
• Strong analytical and problem‑solving capabilities with attention to detail
• Excellent communication and facilitation skills, with the ability to present complex technical concepts to diverse audiences and lead collaborative team sessions
• Proven ability to manage competing priorities across multiple workstreams whilst maintaining team focus and morale
• Understanding of IT service management, business process automation, and enterprise integration patterns
• Ability to balance the dual role of technical architect and agile delivery leader, adapting communication style and focus depending on context and audience
• ServiceNow Certified System Administrator (CSA) and Certified Implementation Specialist (CIS) certifications
• Certified Scrum Master (CSM), Professional Scrum Master (PSM), or SAFe Scrum Master certification
• Experience with cloud platforms and modern integration technologies
• Knowledge of AI/ML technologies and their enterprise applications
• TOGAF or similar enterprise architecture certification
• Experience in government or highly regulated environments
• Familiarity with scaled agile frameworks such as SAFe or LeSS in the context of large enterprise programmes

Responsibilities

• Lead design and implementation of ServiceNow across the enterprise
• Conduct feasibility studies for ServiceNow opportunities and assess technical viability for proposed solutions
• Design monitoring and analytics capabilities to provide real‑time insights into performance and adoption
• Serve as Scrum Master across one or more ServiceNow delivery teams
• Champion agile principles and practices across the organisation, coaching teams and stakeholders on Scrum frameworks
• Own and manage the product backlog in collaboration with Product Owners and business stakeholders
• Track and communicate key agile metrics to senior leadership and programme stakeholders
• Design, architect, and oversee the implementation of ServiceNow AI capabilities
• Develop strategies for AI adoption that align with business objectives and enhance user experience
• Lead exploration to integrate ServiceNow AI with other SaaS solutions
• Identify integration opportunities to improve cross‑platform functionality
• Oversee migration of the current platform to ServiceNow Protected Platform (SPP)
• Provide enterprise‑wide architecture reviews and guidance
• Collaborate with stakeholders to standardise and promote architectural consistency across the enterprise
• Streamline and simplify ServiceNow access control while respecting licensing constraints
• Develop strategies to optimise user access and maintain security controls across modules
• Provide independent validation and counter‑checks of vendor solutions and implementations
• Serve as the technical authority for vendor accountability and solution quality

Skills

Analytical thinking

Communication skills

Prioritisation

IT service management

Enterprise integration

Tools

ServiceNow

Job description

Kyndryl Singapore seeks an experienced ServiceNow Architect to lead design, implementation, and optimisation of enterprise ServiceNow solutions, with emphasis on CSM. You will drive Agile delivery as Scrum Master, oversee AI capabilities integration, and ensure alignment with IT strategy, governance, and security standards across digital transformation programmes.

Collaborating with business units and vendors, you will shape architecture strategy, oversee platform migration to protected