ServiceNow Solution Architect

The Role

Cognizant Singapore is hiring a ServiceNow Cloud Architect with deep Common Service Data Model (CSDM), platform architecture, subscription, and AI capability expertise. You will design scalable, data-driven platform solutions; align business outcomes with the right ServiceNow capabilities and entitlements; and manage delivery from discovery through go-live and hypercare.

This is a platform-wide architecture position. Demonstrated depth in one or more ServiceNow product areas is required, along with the capability to design across CMDB, CSDM, integrations, data, security, automation, AI, and user experience boundaries.

What You'll Do

• Lead end-to-end solution architecture covering discovery, design, build, testing, deployment, and hypercare, acting as the senior design authority for assigned engagements.
• Define CSDM-aligned service and application models, including business applications, application services, technical services, service offerings, ownership, lifecycle states, and relationships.
• Evaluate CMDB and CSDM maturity and create practical roadmaps for data quality, governance, service modelling, reconciliation, certification, and adoption.
• Convert business outcomes and product roadmaps into coherent platform capabilities, preventing unnecessary customization and duplication across modules.
• Advise on ServiceNow platform subscriptions, product packaging, entitlements, fulfiller and requester personas, consumption considerations, and the architectural impact of licensing decisions.
• Collaborate with sales, solution consulting, commercial, and delivery teams to confirm that proposed capabilities, scope, and assumptions match the intended subscription footprint.
• Architect responsible AI-enabled solutions using relevant ServiceNow platform capabilities, including generative AI, conversational experiences, intelligent search, summarisation, automation, and agentic workflows where appropriate.
• Assess AI use cases for business value, data readiness, security, privacy, human oversight, explainability, operational controls, and measurable adoption.
• Establish platform governance, architecture principles, integration patterns, development standards, and technical guardrails for enterprise-scale deployments.
• Run executive workshops and design sessions to communicate trade-offs clearly to business stakeholders, C-suite leaders, security teams, enterprise architecture teams, and delivery stakeholders.
• Create high-quality solution designs, architecture decisions, data models, integration designs, estimation inputs, roadmaps, and governance artefacts.
• Mentor architects and developers, assist with pre-sales, and enhance reusable assets and capability across the ServiceNow practice.

Core Platform & CSDM Expertise

• Strong practical command of CSDM principles, domains, and service modelling patterns, with the ability to apply them pragmatically rather than as a documentation-only exercise.
• In-depth understanding of CMDB architecture, CI class modelling, identification and reconciliation, data sources, relationship governance, and CMDB health including completeness, correctness, and compliance.
• Ability to connect CSDM and CMDB design to downstream value across ITSM, ITOM, ITAM, SPM, CSM, HRSD, SecOps, IRM, and custom applications.
• Platform-level understanding of access controls, data segregation, integration architecture, IntegrationHub, MID Server, APIs, Flow Designer, App Engine, and upgrade-safe development.
• Capability to assess platform debt, customisation risk, duplicated capability, and data fragmentation, and to define a prioritized remediation roadmap.

AI, Automation & Subscription Acumen

• Working knowledge of ServiceNow AI capabilities, including how AI experiences depend on trusted enterprise data, knowledge, process design, security, and governance.
• Ability to identify where predictive, generative, conversational, and agentic patterns are appropriate, and where deterministic workflow or human approval should remain primary.
• Understanding of ServiceNow product and subscription structures sufficient to identify entitlement gaps, overlapping functionality, adoption dependencies, and solution design risks.
• Ability to clearly communicate capability-to-subscription alignment to technical and commercial stakeholders without overstating product functionality or entitlements.
• Experience creating value cases, adoption measures, and architecture guardrails for AI and automation initiatives.

Module Specialisms

You will contribute deep expertise in at least one of the areas below. Strong cross-module experience is highly valued.

• ITSM / Enterprise Service Management
• ITAM / Software & Hardware Asset Management
• HRSD
• SPM / Application Portfolio Management
• ITOM / AIOps / Service Operations
• CMDB / CSDM / Service Modelling
• CSM / FSM
• App Engine / Custom Applications
• Now Assist / AI / Automation
• IntegrationHub / Platform Integrations
• Platform Governance / Architecture

What You Bring

• 6+ years of ServiceNow experience, including 3+ years in a solution architect, platform architect, or senior technical lead role.
• Proven CSDM and CMDB architecture experience in complex enterprise environments, including service modelling and governance.
• Minimum of three end-to-end ServiceNow implementations with direct architecture responsibility.
• Strong hands-on platform capability across JavaScript, Business Rules, Script Includes, Client Scripts, Flow Designer, and Glide APIs.
• Experience designing REST/SOAP integrations, IntegrationHub and MID Server solutions, including security, resilience, and support considerations.
• Experience shaping platform roadmaps, subscription-aligned solution options, AI or automation use cases, and architecture governance.
• Excellent stakeholder communication skills, with confidence to engage from engineering teams through to C-suite executives.
• Ability to balance product best practices, enterprise architecture, delivery pragmatism, commercial constraints, and long-term platform health.

Certifications

• ServiceNow Certified System Administrator (CSA) - Required
• Relevant ServiceNow CIS certification in a primary specialism - Required
• Certified Application Developer (CAD) - Preferred
• CMDB, CSDM, ITOM, platform architecture or AI-related ServiceNow credentials - Strongly preferred
• ITIL Foundation v3/v4 - Preferred
• Certified Technical Architect (CTA) or Certified Master Architect (CMA) - Advantageous

Education

Degree in Computer Science, Information Technology, Engineering or equivalent. Relevant practical experience will be given equal consideration.