Service Now Solutions Architect

About the role

Itero Group is a Women-Owned Small Business focused on simplifying complex transformations. We empower clients in the private and government sectors to become more optimized, digitally enabled, and data-driven organizations through our comprehensive business consulting and innovative delivery solutions. Itero Group's dedicated team members are experienced thought leaders, tenacious workers, and creative thinkers. We hire people who are passionate about being catalysts for change - in our company, for our clients, throughout our career- and we empower people to express their ideas, create better practices, innovate better products, and become better professionals. We have been named a Great Place to Work for six years, and offer a competitive salary and benefits package. Service Now Solutions Architect Position Summary We are seeking a highly skilled Service Now Solution Architect to lead the design, implementation, and optimization of enterprise Service Now solutions supporting complex business and technology initiatives. This individual will serve as a trusted advisor to stakeholders, translating business requirements into scalable Service Now architectures that improve service delivery, operational efficiency, governance, and user experience. The ideal candidate possesses deep expertise across the Service Now platform, including ITSM, ITOM, CMDB, Asset Management, Service Catalog, and workflow automation, while maintaining a strategic mindset around digital transformation and enterprise service management. This role will collaborate closely with business leaders, technical teams, project managers, and third-party partners to drive successful Service Now adoption and modernization efforts.

Responsibilities

• Solution Architecture & Strategy
• Lead the end-to-end architecture and design of Service Now solutions across multiple business and technology domains.
• Develop scalable, secure, and maintainable platform architectures aligned with enterprise standards and best practices.
• Serve as the primary technical advisor for Service Now roadmap planning and platform governance.
• Evaluate business processes and identify opportunities for automation, workflow optimization, and service modernization.
• Establish architectural standards, design patterns, and platform governance frameworks.
• Platform Design & Implementation
• Design and oversee implementations involving:
• IT Service Management (ITSM)
• Configuration Management Database (CMDB)
• Service Catalog
• Change Management
• Incident and Problem Management
• Hardware Asset Management (HAM)
• Software Asset Management (SAM)
• IT Operations Management (ITOM)
• Knowledge Management
• Employee and Enterprise Service Management (ESM)
• Lead solution design workshops and architecture reviews.
• Ensure platform configurations align with Service Now best practices and minimize technical debt.
• Define integration strategies with enterprise applications and data sources.
• CMDB & Asset Governance
• Architect and mature enterprise CMDB strategies.
• Define configuration item (CI) relationships, service mapping, and data governance standards.
• Improve asset lifecycle management processes and reporting capabilities.
• Partner with infrastructure, security, and operations teams to maintain data quality and platform integrity.
• Integrations & Automation
• Design integrations using:
• REST APIs
• SOAP Service s
• IntegrationHub
• LDAP / Active Directory
• Azure AD / Entra ID
• HR, ERP, and Procurement systems
• Develop automation strategies leveraging Flow Designer, IntegrationHub, and AI-enabled workflows.
• Support enterprise monitoring, discovery, and event management initiatives.
• Leadership & Stakeholder Engagement
• Act as a trusted advisor to executive leadership and business stakeholders.
• Mentor Service Now administrators, developers, and business analysts.
• Collaborate with project managers and organizational change management teams to drive adoption.
• Present architectural recommendations and roadmap initiatives to senior leadership.
• Required Qualifications
• Bachelor's Degree in Information Technology, Computer Science, Business Information Systems, or related field.
• 8+ years of IT experience.
• 5+ years of Service Now platform experience.
• 3+ years serving as a Service Now Solution Architect, Lead Architect, or Principal Consultant.
• Deep expertise in Service Now architecture and platform capabilities.
• Strong understanding of ITIL principles and service management frameworks.
• Experience designing enterprise-scale Service Now implementations supporting thousands of users.
• Experience with CMDB architecture, governance, and service mapping.
• Strong understanding of enterprise integration patterns and API development.
• Excellent communication and stakeholder management skills.

Requirements

• Experience supporting state government, federal government, healthcare, or highly regulated environments.
• Experience with Enterprise Service Management (ESM) transforma

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