Solution Architect (ServiceNow & Integrations) Fixed Term Contract (12 Months)

The Solution Architecture team within IT Delivery defines governs and communicates end-to-end business and technical solution designs for IFS. We act as a bridge between business capability needs and technical implementation ensuring solutions align with enterprise standards security and operational excellence.

This role is focused on ServiceNow as a strategic platform for service management and customer service workflows and on the integrations that connect ServiceNow to the wider enterprise ecosystem (Salesforce Service Cloud Azure DevOps P2 Central P2 Store and the Qbyte knowledge base).

You will own architecture decisions and integration contracts guide delivery teams through design and implementation and ensure solutions are resilient observable and supportable in production. You will work closely with Service Operations Security Product Owners and Engineering teams across geographies.

Our Senior Solution Architects lead the design of scalable ServiceNow solutions and integrations balancing speed of delivery with long-term maintainability governance and a high-quality customer and employee experience.

Role summary

As a Senior Solution Architect (ServiceNow & Integrations) - Fixed Term Contract (12 Months) you will own end-to-end solution architecture for ServiceNow capabilities and their integrations across a multi-system service ecosystem. The role requires strong ServiceNow platform expertise plus deep integration experience spanning ServiceNow Salesforce Service Cloud Azure DevOps and internal platforms including P2 Central P2 Store and the Qbyte Wiki/knowledge base.

You will lead architecture definition integration design and governance for service-related processes such as tenant provisioning triggers case/work item synchronization file/attachment handling customer communications (email-to-case) and service feedback (SurveyVista). You will ensure solution quality security operability and long-term maintainabilitywhile enabling delivery teams with clear patterns standards and implementation guidance.

Key responsibilities

1. Solution architecture & technical leadership

• Own solution architecture for ServiceNow-driven initiatives and related integrations across the service ecosystem.
• Translate business needs into high-quality solution designs (HLD/LLD) integration contracts and delivery-ready specifications.
• Define target architecture principles and patterns (integration data ownership security observability) and ensure consistent application across initiatives.
• Lead architecture governance: design authorities peer reviews risk/issue mitigation and technical decision records.

1. ServiceNow platform architecture (CSM/ITSM and beyond)

• Architect ServiceNow solutions using platform best practices (data model access controls performance maintainability).
• Design and guide implementation for workflows using Flow Designer scripting where required and automation patterns suitable for enterprise scale.
• Drive platform quality: upgrade readiness non-functional requirements monitoring/alerting and operational runbooks.

1. Integration architecture (core requirement)

• Design secure resilient integrations using REST/SOAP APIs event/webhook patterns and integration best practices (idempotency retries dead-letter handling correlation IDs and SLA monitoring).
• Leverage ServiceNow Integration Hub (spokes actions subflows) and MID Server approaches where needed for secure connectivity.
• Define interface contracts error models data mapping throughput expectations and operational support model for each integration.
• Partner with engineering teams to implement and validate integrations end-to-end including testing strategy and production cutover planning.

1. Salesforce Service Cloud & service intake alignment

• Provide architectural guidance for coexistence and/or migration scenarios involving Salesforce Service Cloud and ServiceNow.
• Ensure correct handling of:
  • Email-to-Case patterns and behaviours including attachment capture and visibility.
  • Email-to-Case Premium (third-party enhancement) where in scope including operational impacts and constraints.
  • Apex Case Attachment patterns and Salesforce file/attachment model (Attachment vs Files Content Document Link/Content Version) especially where downstream systems (e.g. P2 Store) are involved.
  • SurveyVista survey capture and reporting integration requirements.

1. Azure DevOps integration & delivery enablement

• Architect and govern integrations between ServiceNow and Azure DevOps for case/work item synchronization and delivery transparency.
• Apply appropriate patterns using ServiceNows Azure DevOps integration capabilities (e.g. triggers/webhooks where applicable) and ADO APIs.
• Align DevOps/change processes where needed (e.g. gated releases / change approvals).

1. P2 Central & P2 Store (domain-specific platforms)

• Own solution design for integrations involving:
  • P2 Central: tenant provisioning triggers entitlement/admin workflows and contract-compatible interface changes.
  • P2 Store: file provisioning large attachment handling and case comment/notification flows.
• Define system-of-record boundaries (especially for entitlements and provisioning status) integration triggers and auditability requirements.
• Ensure parity with existing flows (where migrating from Salesforce to ServiceNow) while improving clarity supportability and security.

1. Knowledge base / documentation governance (Qbyte Wiki)

• Ensure architecture decisions integration specs and operational runbooks are captured and maintained in the agreed knowledge system.
• Demonstrate working knowledge of IFS Qbyte wiki/knowledge base usage and (where required) the process patterns for enabling Qbyte REST API access via service accounts and controlled access.

1. Stakeholder management & collaboration

• Work closely with Product Owners Service Operations Delivery Security and Platform teams to drive alignment and delivery outcomes.
• Communicate architecture clearly to both technical and non-technical stakeholders; proactively surface risks dependencies and trade-offs.

1. Coaching and capability uplift

• Mentor Solution Architects/BSAs/developers in platform and integration best practices.
• Promote reusable integration patterns reference architectures and consistent documentation standards.

Qualifications :

Required experience

• 7 years in solution architecture / technical leadership roles within enterprise environments.
• 35 years hands-on ServiceNow experience (architecture implementation and/or platform engineering).
• Proven track record designing and delivering complex system integrations (REST/SOAP OAuth2 webhooks/eventing middleware/iPaaS patterns).
• Demonstrable experience working with or around Salesforce Service Cloud (cases email-to-case attachments/files automation).
• Experience integrating with Azure DevOps (Boards/work items and/or pipelines) and working in Agile/DevOps delivery models.

Must-have skills

ServiceNow (core)

• Now Platform architecture fundamentals; security model and data modelling.
• Flow Designer and automation design; Integration Hub concepts (spokes/actions/subflows).
• MID Server understanding for secure connectivity to external services.

Integrations (core)

• API design (REST/SOAP) authentication/authorization (OAuth2/JWT/cert-based patterns) and secure secret management.
• Reliability patterns: retries idempotency throttling error handling correlation IDs operational monitoring.

Salesforce (required working knowledge)

• Case lifecycle and service operations concepts.
• Email-to-Case setup/behaviours; attachment capture implications.
• Files/Attachments object model and integration implications (Attachment Content Document Link Content Version).
• Awareness of Email-to-Case Premium and SurveyVista usage/constraints.

Azure DevOps (required)

• Work item concepts APIs and integration triggers/webhooks.
• Understanding of service hook-driven integration patterns and alignment to change/release processes.

Domain platforms (required for this role)

• P2 Central and P2 Store functional integration needs (tenant provisioning file provisioning case comment notifications).
• Qbyte Wiki/knowledge base usage and governance (and awareness of REST API enablement patterns where relevant).

Preferred qualifications & certifications

• ServiceNow CSA (Certified System Administrator).
• ServiceNow CIS-ITSM (or module-specific CIS relevant to your scope).
• ServiceNow CAD (Certified Application Developer).
• Salesforce Admin / Platform App Builder / Platform Developer (nice to have).
• Azure Fundamentals (AZ-900) or equivalent cloud foundation knowledge.
• ITIL Foundation (useful in ITSM/CSM contexts).
• TOGAF (nice to have) or equivalent architecture framework experience.

Personal attributes

• Strong architectural reasoning and ability to simplify complexity into pragmatic supportable solutions.
• High ownership delivery focus and comfort operating across ambiguity.
• Excellent communication and stakeholder management across business and technical audiences.
• Quality mindset (security performance operability) and build it like youll run it approach.

Additional Information :

We embrace flexibility and hybrid work opportunities to support diverse needs and lifestyles while also valuing inclusive workplace experiences. By fostering a sense of community we drive innovation strengthen connections and nurture belonging. Our commitment ensures you can work in a way that suits you best while also engaging with colleagues to share ideas and build meaningful relationships.

Remote Work :

No

Employment Type :

Full-time