Key Responsibilities

• Provide strategic guidance on ServiceNow platform adoption, ensuring solutions align with platform best practices, scalability principles, and long-term sustainability.
• Identify opportunities to standardize, simplify, and optimize service delivery across the platform, promoting reuse of existing capabilities wherever possible.
• Act as a trusted advisor on ServiceNow capabilities across ITSM, ITOM/CMDB, HR Service Delivery (HRSD), and Customer Service Management (CSM).
• Partner closely with Service Delivery Managers to support key architectural and functional decisions, including prioritization, risk assessment, and delivery trade-offs.
• Translate business requirements into platform-aligned solutions, ensuring feasibility, maintainability, and alignment with out-of-the-box capabilities.
• Challenge and refine requirements where necessary to ensure solutions remain practical, scalable, and aligned with platform constraints and governance standards.
• Provide clear guidance to stakeholders on what can be effectively delivered on the ServiceNow platform and the most efficient approach to achieve it.
• Participate in design reviews, governance forums, and solution assessments to ensure consistency and adherence to platform standards across modules.
• Promote reuse of existing configurations, components, and design patterns to improve efficiency and reduce duplication of effort.
• Contribute to platform roadmap discussions by identifying enhancement opportunities aligned with platform strengths and business value.
• Support prioritization of initiatives based on business impact, technical feasibility, and platform alignment.
• Recommend continuous improvements to service delivery models, user experience, and platform utilization.
• Act as an escalation point for complex functional decisions, cross-module design considerations, and platform-related delivery challenges requiring expert input.

Required Experience & Skills

• 8–12+ years of experience in ServiceNow or similar enterprise service management platforms.
• Strong understanding of ServiceNow capabilities across ITSM, ITOM/CMDB, HRSD, and CSM modules.
• Ability to engage confidently with both technical teams and business stakeholders, bridging the gap between requirements and platform capabilities.
• Proven experience working in complex, multi-module ServiceNow environments with structured governance or delivery frameworks.
• Strong knowledge of ServiceNow design principles, best practices, and workflow-driven service delivery models.
• Deep understanding of platform scalability, maintainability, and configuration vs customization trade-offs.
• Ability to provide clear, practical, and credible guidance without directly owning build/delivery execution.
• Strong stakeholder management skills with the ability to influence decisions and drive alignment across diverse teams.
• Experience supporting enterprise decision-making in advisory or architectural capacity within ServiceNow programs.