Tower Lead (Support & Operations)

Job Summary

HCLTech, a Service Now Elite partner, is looking for a Service Now Solution Architect to lead end-to-end solution design, governance, and delivery across the Service Now platform. The role requires translating business outcomes into scalable platform architecture, guiding implementation teams, validating design decisions, and ensuring solutions align with Service Now leading practices, Integration strategy, upgradeability, security, and long-term platform value.

Key Responsibilities

• Own solution architecture for Service Now engagements from discovery and scoping through design, build, test, deployment, and transition.

• Translate business requirements into scalable, secure, and upgrade-safe platform designs across modules e.g., ITSM, Employee Center, Service Catalog, Virtual Agent, and related Service Now capabilities as applicable.

• Define architecture blueprints, solution options, design decisions, integration patterns, data models, technical risks, assumptions, and delivery dependencies.

• Apply Service Now leading practices, including platform governance, reuse, configuration-first design, and minimal customization.

• Lead workshops, architecture reviews, solution walkthroughs, proof-of-concepts, and executive/customer demonstrations.

• Guide developers, business analysts, testers, and administrators on design standards, technical feasibility, quality, performance, security, and release readiness.

• Review and approve deliverables, including solution design documents, integration design, data migration approach, test strategy inputs, and deployment readiness checklists.

• Identify technical debt, performance risks, security gaps, and upgrade impacts; recommend practical remediation plans aligned to customer value.

• Stay current with Service Now releases, product roadmaps, architecture guidance, certifications, community practices, and platform innovation opportunities.

Skill Requirements

• Bachelor’s degree in computer science, Information Technology, Engineering, or a related discipline.

• Strong hands-on experience in Service Now architecture, implementation, configuration, development, integrations, data model design, and platform governance.

• Proven experience designing solutions across one or more Service Now product areas such as ITSM, App Engine, Service Catalog, Employee Center, or Virtual Agent.

• Service Now certifications such as Certified System Administrator, Certified Application Developer, Certified Implementation Specialist, and Certified Technical Architect are preferred; module-specific CIS certifications are highly desirable.

• Knowledge of ITIL practices, Agile delivery, DevOps/release management, test strategy, deployment planning, and operational transition.

• Excellent consulting, stakeholder management, communication, facilitation, documentation, and team mentoring skills.

Other Requirements

• Bachelor’s degree in computer science, Information Technology, Engineering, or a related discipline.

• Strong hands-on experience in Service Now architecture, implementation, configuration, development, integrations, data model design, and platform governance.

• Proven experience designing solutions across one or more Service Now product areas such as ITSM, App Engine, Service Catalog, Employee Center, or Virtual Agent.

• Service Now certifications such as Certified System Administrator, Certified Application Developer, Certified Implementation Specialist, and Certified Technical Architect are preferred; module-specific CIS certifications are highly desirable.

• Knowledge of ITIL practices, Agile delivery, DevOps/release management, test strategy, deployment planning, and operational transition.

• Excellent consulting, stakeholder management, communication, facilitation, documentation, and team mentoring skills.