ServiceNow Solutions Design

• 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.

• 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

• Bachelor's degree in Computer Science, Information Technology, Engineering, or related field
• Equivalent work experience may be considered

• 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)

• ServiceNow Certified System Administrator
• Additional certifications from NOW Learning (e.g., Implementation Specialist, Architect)

• 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

• Solution Design Leads and Specialists
• Architects
• Service Owners and Managers

• Third-party Vendors
• Implementation Partners
• Technical Consultants and Solution Providers

Monroe Consulting