ServiceNow Solution Architect

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Atturra is seeking an experienced ServiceNow Solution Architect to join our growing ServiceNow practice.
The ServiceNow Solution Architect is accountable for leading customer engagement and solution design activities across ServiceNow transformation initiatives. The role translates business objectives and functional requirements into practical, secure, scalable and maintainable ServiceNow solutions, while remaining close to implementation and customer outcomes.
Operating at Senior to Principal level, the role provides technical delivery leadership, supports presales solutioning, mentors' delivery practitioners and contributes reusable architecture patterns and practice assets. The role works across industries and helps customers use ServiceNow beyond traditional IT service management to enable broader business and technology workflows.
Role scope:

• Lead architecture and design activities from discovery and co-design through implementation, validation and transition.
• Operate across business, application, technical and solution architecture concerns, applying pragmatic judgement to balance standard platform capability, configuration, integration and delivery constraints.
• Guide multidisciplinary delivery teams, including functional consultants, technical consultants, developers, testers and project managers.
• Contribute to presales activities through solution definition, estimates, demonstrations, proposal inputs, presentations and bid support.
• Contribute to the maturity of the ServiceNow Practice through mentoring, standards, reusable intellectual property and knowledge sharing.

Key responsibilities and accountabilities: Customer engagement and co-design

• Plan and lead customer workshops covering discovery, requirements, design, validation, solution playback and decision-making.
• Engage business, technical and delivery stakeholders to clarify objectives, constraints, priorities, risks and solution options.
• Explain technical concepts, trade-offs, impacts and recommendations clearly to both technical and non-technical audiences.
• Translate workshop outcomes into agreed design decisions, architecture artefacts, delivery guidance and backlog inputs.
• Operate as a trusted technical adviser and maintain constructive customer relationships throughout the engagement.

Solution and technical architecture

• Translate business requirements and customer objectives into clear ServiceNow solution and technical designs.
• Produce and maintain delivery-ready architecture artefacts, including solution designs, technical designs, decision records, integration designs and relevant security considerations.
• Design scalable, secure and maintainable solutions across workflows, data models, platform configuration, integrations, identity, access controls and user experience.
• Assess how design choices affect implementation complexity, maintainability, performance, security, scalability and customer outcomes.
• Promote platform-native capability and appropriate reuse while limiting unnecessary customisation and technical debt.
• Ensure architectural decisions are traceable and aligned with agreed customer standards, ServiceNow good practice and delivery constraints.

Technical delivery leadership

• Provide architecture direction to delivery teams throughout implementation.
• Review solution options, detailed designs and technical approaches for alignment with the agreed architecture and quality expectations.
• Support backlog refinement, sprint planning, demonstrations, testing, defect resolution and release or transition activities where architectural input is required.
• Resolve technical ambiguity and make timely, pragmatic design decisions that support customer outcomes.Identify architectural, technical, security and delivery risks early, and work with project leadership to manage or mitigate them.
• Work closely with project managers on sequencing, dependencies, estimates, assumptions, milestones and technical delivery risks.

Presales and solutioning

• Support qualification and shaping of ServiceNow opportunities by clarifying customer needs, scope, assumptions and solution options.
• Provide architecture and technical inputs to estimates, proposals, statements of work, presentations and bids.
• Develop and deliver demonstrations, prototypes and platform walk-throughs that communicate the proposed solution and its value.
• Identify delivery dependencies, constraints and risks that should be reflected in commercial and delivery planning.
• Collaborate with sales, practice leadership and other Atturra capability teams to shape integrated customer solutions.

Practice leadership and capability development

• Mentor architects, consultants and developers through coaching, design reviews and knowledge sharing.
• Contribute reusable reference architectures, design patterns, templates, accelerators, standards and delivery guidance.
• Promote consistent architecture and design practices across engagements.
• Support continuous improvement of ServiceNow offerings, delivery methods and technical quality.
• Demonstrate professional judgement, accountability, collaboration and customer focus expected at Senior to Principal level.

Skills and experience:

• Senior-level experience in ServiceNow solution architecture, technical architecture, platform architecture or senior technical delivery.
• Demonstrated ability to lead customer workshops and convert business needs into implementable ServiceNow designs.
• Strong hands-on understanding of how ServiceNow solutions are configured, extended, integrated, secured and delivered.
• Strong understanding of ServiceNow platform architecture, workflows, data models, integrations, security, access controls, performance and scalability.
• Experience producing clear, delivery-ready architecture and design documentation.
• Experience leading or guiding multidisciplinary technical delivery teams.
• Experience supporting delivery planning, estimation, dependencies, risk management and technical governance.
• Experience contributing to presales solutioning, customer demonstrations, proposal inputs or bids.
• Strong stakeholder engagement, facilitation and written and verbal communication skills.
• Ability to work effectively across different industries, customer environments and delivery models.
• Pragmatic judgement that balances architectural integrity, customer outcomes and delivery feasibility.

ServiceNow capability The role requires broad ServiceNow platform capability rather than narrow specialisation. The position holder should be able to understand customer needs across multiple ServiceNow capability areas, shape integrated solutions and identify when deeper product specialists are required.

• Customer Service Management (CSM)
• Human Resources Service Delivery (HRSD)
• Core Business Suite (CBS)
• Public Sector Digital Services (PSDS)
• Field Service Management (FSM)
• IT Service Management (ITSM), integrations and enterprise workflow use cases

Qualifications and certifications"

• ServiceNow Certified Technical Architect (CTA) is preferred.
• Other current ServiceNow certifications relevant to architecture, implementation or platform delivery are desirable.
• Experience with ServiceNow NowCreate or another structured ServiceNow delivery methodology is desirable.
• Continued professional development and maintenance of relevant ServiceNow capability and certifications are expected.

Eligibility and employment conditions:

• Australian citizenship is mandatory.
• An existing Australian Government security clearance is preferred.
• The position is permanent and full-time.
• The role is based in Australia and forms part of an onshore Australian delivery team.
• Location is flexible, with preference for a location where Atturra has an office.
• The position may require attendance at Atturra or customer sites in line with engagement requirements.

Key working relationships

• Customer executives, business stakeholders, product owners, architects and technical teams.
• Atturra ServiceNow Practice leadership, architects, functional consultants, technical consultants, developers and testers.
• Project managers, sales and presales stakeholders, and other Atturra practices involved in integrated customer solutions.

Working Conditions:

• Employment Type - Permanent or Contract
• Office Location -Open
• Must have an active AGSVA NV1 clearance minimum

Why is this an exciting opportunity? Atturra is one of the fastest growing ASX-listed advisory and IT solutions companies in Australia, giving you a strong foundation to fulfil your career ambitions.
We currently have 1400+ professionals working across Australia, New Zealand, Singapore, Hong Kong, and USA who are using innovation to lead the way.
Our Cloud Business Solutions team specialises in strategy, migration, and proactive management across large enterprise and small scale cloud deployments. We use a tailored approach to build scalable cloud solutions that modernise IT environments, enhance productivity, and ensure business continuity.
This is your chance to make an impact. Come and join our talented and creative team of change makers to redefine the future through technology.
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