Position Summary
The ServiceNow Solutions Design Lead is responsible for the design and implementation of innovative, cost-efficient, and customer-centric solutions on the ServiceNow platform. This role works collaboratively with internal and external stakeholders to deliver solutions that meet the strategic objectives and business needs of the organization. The position ensures adherence to established standards, methodologies, and best practices.
Key Responsibilities
- Lead the design and architecture of scalable and reliable ServiceNow solutions.
- Collaborate with internal/external stakeholders to gather and translate requirements into technical deliverables.
- Provide technical leadership by mentoring development teams, reviewing technical designs, and defining process documents.
- Oversee implementation to ensure timely, budget-aligned delivery, including code reviews.
- Manage and design integrations between ServiceNow and other enterprise systems.
- Ensure compliance with security standards and regulatory requirements.
- Maintain comprehensive documentation and generate project or status reports.
- Lead efforts on continuous improvement and system optimization initiatives.
- Stay updated on trends and best practices in ServiceNow solutioning and enterprise architecture.
- Coordinate with vendors and manage third-party deliverables, including billing and SoW alignment.
- Ensure customer satisfaction by delivering stable and user-aligned solutions and resolving escalated issues.
- Participate in project budgeting and ensure financial viability of proposed solutions.
- Support the end-to-end lifecycle from ideation to post-deployment support.
- Build, coach, and foster a high-performing solution design team.
- Collaborate with solution leads and architects across other domains to ensure cohesive, end-to-end delivery.
- Identify and mitigate risks, issues, and dependencies throughout the project lifecycle.
Position Scope
- Reports to: Manager, Technology Platform and Integration
- Direct Reports: None (may lead a virtual/project-based team)
- Performance Metrics: Quality of solution design, adherence to best practices, cost efficiency, and continuous learning
Qualifications
Education:
- Bachelor's degree in Computer Science, Information Technology, Engineering, or related field
- Equivalent work experience may be considered
Experience:
- At least 8+ years of experience working with the ServiceNow platform
- Minimum 5 years in solutions design and implementation (preferably in a digital transformation context)
Certifications (Preferred):
- ServiceNow Certified System Administrator
- Additional certifications from NOW Learning (e.g., Implementation Specialist, Architect)
Required Skills & Competencies
- In-depth knowledge of SPM, ITSM, ITOM, CMDB, and custom application modules
- Experience with ServiceNow Performance Analytics, reporting, and license management
- Strong integration background: REST/SOAP APIs, MID Server, and third-party system connections
- Solid programming skills in JavaScript, HTML, CSS
- Familiarity with Agile, DevOps, and modern delivery methodologies
- Strong problem-solving, stakeholder management, and communication skills
- Ability to mentor others and review technical documentation
Working Relationships
Internal Contacts:
- Solution Design Leads and Specialists
- Architects
- Service Owners and Managers
External Contacts:
- Third-party Vendors
- Implementation Partners
- Technical Consultants and Solution Providers
