ServiceNow Solutions Architect

About FinXL

FinXL IT Professional Services is a leading Australian IT consultancy that partners with top-tier clients across banking, government, telecommunications, and enterprise sectors to bridge the gap between business needs and technology capabilities.

About the Role

FinXL are seeking an experienced ServiceNow Solutions Architect and lead technical alignment, governance, and platform architecture within our ServiceNow practice based in Adelaide.
Following a baseline environment assessment, you will drive a strategic roadmap to stabilise, govern, and mature the our ServiceNow footprint. In this role, you will play a pivotal part in addressing integration sprawl, remediating CMDB health, rationalising Service Portal forms, and replacing legacy customisations across Change and Demand Management with out-of-the-box (OOTB) best practices.
Working onsite in Adelaide, you will collaborate closely with our IT teams and platform engineers. We are looking for a consultative, pragmatic, and highly collaborative leader who can balance strict technical governance with exceptional stakeholder engagement.

Key Responsibilities

Platform Architecture & Governance:

• Lead architectural strategy, design standards, and technical roadmaps across the ServiceNow enterprise ecosystem.
• Serve as Design Authority, enforcing OOTB capabilities and reviewing incoming requests to eliminate customisation debt.
• Champion cultural alignment across teams, mentoring technical resources and collaborating across multi-disciplinary groups.

Integration Governance & Design:

• Design and govern a unified integration architecture, building a comprehensive register covering inbound, outbound, and platform-generated flows.
• Standardise integration patterns across core systems including Intune, Active Directory, SCCM, Microsoft Graph, Teams, Identity Manager, Cisco, Cradlepoint, Meraki, SAP, and Azure DevOps.
• Establish central monitoring, authentication standards, credential expiry controls, and clear error-handling paths.

CMDB & CSDM Ownership:

• Lead CMDB remediation and health monitoring, addressing record completeness, correctness, reconciliation, and duplication.
• Align CMDB topology and CI relationships with the Common Service Data Model (CSDM) framework.
• Refine Identification and Reconciliation Rules (IRE/IRR) across operational data feeds (Discovery, ACC, third-party tools).

Experience Architecture & Portal Governance:

• Establish design standards and governance for the Service Portal to resolve form sprawl and maintenance overheads.
• Rationalise, combine, or retire redundant forms, introducing reusable variable sets and standardising request workflows.
• Integrate HR Service Delivery (HRSD) workflows into the portal ecosystem to ensure streamlined employee journeys.

Technical Remediation & Upgrade Readiness:

• Audit existing customisations across Change Management and Demand Management.
• Formulate plans to refactor custom code, business rules, client scripts, and flows back to native ServiceNow platform capabilities.
• Ensure design decisions simplify automated testing, improve upgradeability, and minimise support complexity.

Key Requirements

Essential Technical Experience:

• ServiceNow Solutions Architect Background: Proven track record as a ServiceNow Solutions Architect in complex enterprise or hybrid environments.
• HR Service Delivery (HRSD): In-depth functional and technical expertise architecting and deploying ServiceNow HRSD modules.
• CMDB & CSDM Expertise: Hands-on experience structuring CMDB remediation programs, implementing CSDM, and refining IRE/IRR rules.
• Integration Mastery: Demonstrated capability designing robust integration landscapes across REST, SOAP, OpenAPI, Microsoft Graph, SAP, and enterprise identity management systems.
• Platform Refactoring: Proven experience performing customisation reviews, decommissioning technical debt, and migrating legacy configurations back to standard platform capabilities.
• Certifications: Certified System Administrator (CSA) and Certified Application Developer (CAD) alongside relevant Certified Implementation Specialist (CIS) qualifications.

Cultural & Location Attributes:

• Consultative & Collaborative: Approachable, empathetic communication style with the ability to articulate complex concepts and build consensus across business and IT teams.
• Adelaide Onsite Commitment: Based in (or willing to relocate to) Adelaide and committed to working onsite for the duration of the engagement.

Desirable Skills:

• CIS-HR Certification: Certified Implementation Specialist - Human Resources is highly regarded.
• Conversational AI: Practical exposure to integrating Moveworks with ServiceNow for employee service automation.

What's On Offer?

• Located in Adelaide.
• Hybrid working arrangement (3-4 days in the office and 1-2 days WFH).
• Drive a high-impact platform transformation and governance reset for a key enterprise environment.
• A permanent opportunity in FinXL's ServiceNow Practice, exposed to our major IT clients on long-term ServiceNow projects.
• Lead technical direction as the primary Design Authority across a multi-faceted platform ecosystem.