ServiceNow Architect

Job Title

ServiceNow Architect -Team Lead

Languages

• Required: English
• Nice to have: French or Dutch

Remote Politics

3 days on-site @ client in Brussels

1) Role Summary

As a ServiceNow Architect, you will own the end-to-end architecture and design of a multi-module ServiceNow platform covering core IT workflows (ITSM), asset management (ITAM – SAM/HAM), operational visibility (ITOM), CMDB governance, security operations (SecOps), and risk/compliance (IRM/GRC). You will define and maintain the platform roadmap, ensure alignment to enterprise architecture standards, and lead technical decisions that enable scalable, secure, and maintainable solutions.

You will work closely with stakeholders across IT, Security, Risk/Compliance, and Operations to translate business needs into robust ServiceNow designs, guiding implementation teams and ensuring delivery quality through governance, standards, and best practices.

You will need to have Leadership this to lead the local ServiceNow Team.

2) Key Responsibilities

A. Platform Architecture & Strategy

• Define the ServiceNow platform architecture across modules, ensuring scalability, performance, security, and maintainability.
• Own and maintain the platform roadmap, technical standards, and design principles (e.g., configuration over customization).
• Establish governance: architectural review board inputs, technical guardrails, solution patterns, and reuse of common components.
• Ensure alignment with enterprise architecture, security policies, and compliance requirements.

B. Solution Design & Delivery Leadership

• Lead solution design from discovery through implementation: requirements workshops, solution blueprinting, integration design, and release planning.
• Produce high-quality architecture artifacts:
• High-level & detailed solution designs
• Data model and CMDB design documentation
• Integration architecture (APIs, MID server topology, event sources)
• Security and access control design (roles, ACL patterns, segregation of duties)
• Provide hands-on guidance to implementation teams (developers, admins, consultants) and enforce quality gates (peer review, ATF strategy, testing standards).

C. ITSM Architecture (Incident/Request/Problem/Change/Knowledge/Catalog/SLAs)

• Design and optimize ITSM processes across:
• Incident, Request, Problem, Change
• Knowledge Management
• Service Catalog and request fulfillment workflows
• SLAs, OLAs and KPI reporting
• Define lifecycle states, routing, assignment rules, major incident patterns, and automation to improve efficiency and user experience.

D. ITAM Architecture – SAM/HAM

• Lead architecture for:
• Software Asset Management (SAM): licensing, compliance, reconciliation, normalization, entitlement management
• Hardware Asset Management (HAM): lifecycle, inventory, procurement, contracts, and retirement processes
• Design asset data flows and integrations (procurement/ERP, discovery sources, inventory feeds).
• Ensure audit-ready compliance reporting and controls.

E. ITOM Architecture – Discovery, Service Mapping, Event Management

• Own end-to-end ITOM architecture including:
• Discovery: MID server placement, credentials strategy, schedules, patterns
• Service Mapping: mapping approach, service portfolio alignment, dependencies
• Event Management: event ingestion, alert correlation, noise reduction, automation, integration with monitoring tools
• Drive operational visibility and automation improvements, reducing MTTR and improving reliability.

F. CMDB Architecture & Governance

• Define and govern the CMDB data model:
• CI classes, attributes, relationships, service portfolio alignment
• Data quality rules, reconciliation strategy, certification, audits
• Set up governance processes:
• Ownership model, stewardship, data lifecycle, integration controls
• Ensure CMDB supports ITSM/ITOM/ITAM use cases end-to-end.

G. SecOps Architecture

• Design SecOps workflows including:
• Security Incident Response processes and automation
• Vulnerability Response (prioritization, remediation workflows, SLA