ServiceNow Solutions Architect - Hybrid -Boston, MA

[Mohd Mightywarner]

ServiceNow Principal Solutions Architect (Engagement Lead)

Boston, MA – Hybrid

Within 100 miles of the Boston, MA

Must be Local to MA

No H1B

Looking for a ServiceNow Solutions Architect that is within 100 miles of the Boston, MA area that can go into the office from time to time for meetings.

This is a 3+-month contract to go in and set discovery, roadmaps, assessments, and workflows for a project.

 

Job Description

The ServiceNow Principal Solutions Architect (Engagement Lead) is responsible for leading enterprise ITSM assessment and optimization engagements, serving as the primary client-facing advisor and delivery lead. This role oversees end-to-end engagement execution, including discovery, current-state evaluation, solution architecture, and development of a prioritized ServiceNow transformation roadmap focused on improving workflow efficiency, automation, and service performance.

Key Responsibilities

Act as overall engagement lead accountable for delivery quality, scope, and client outcomes

·       Serve as the primary advisor to executive and technical stakeholders

·       Lead governance forums, workshops, and executive readouts

·       Lead discovery across IT, operations, and platform teams

·       Evaluate:

o   Request / RITM / Task workflows

o   Service catalog structure (e.g., large-scale, high-volume catalogs)

o   Assignment groups and routing models

o   Automation and integration dependencies (IAM, provisioning, etc.)

·       Establish baseline metrics (cycle time, touchpoints, routing accuracy)

·       Define future-state workflow architecture and design standards

·       Develop:

o   Workflow optimization and automation strategies

o   Service catalog rationalization frameworks

o   Assignment group optimization models

·       Provide architectural guidance across ITSM modules and integrations

·       Conduct ITSM maturity and capability assessments

·       Identify gaps across process, governance, automation, and reporting

·       Develop a prioritized 12-month roadmap with clear sequencing and dependencies

·       Lead cross-functional delivery teams (consultants, analysts, SMEs)

·       Provide direction, quality oversight, and mentoring

Required Qualifications

Experience

·       10+ years in ServiceNow and ITSM consulting or architecture

·       Demonstrated experience leading assessment, optimization, or transformation engagements

·       Experience delivering executive-level outputs (roadmaps, assessments, business cases)

·       Deep knowledge of ServiceNow:

o   ITSM (Incident, Request, Change, Problem)

o   Service Catalog & workflow design

o   CMDB fundamentals

·       Experience with:

o   Workflow optimization and automation

o   Integration dependencies (e.g., IAM platforms such as SailPoint)

o   KPI/SLA design and reporting frameworks

·       Strong executive communication and stakeholder management

·       Ability to translate technical complexity into clear business insights

·       Experience leading workshops and cross-functional teams