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- Lead ServiceNow Architect

Job Title: Lead ServiceNow Architect

Department: Center of Excellence (CoE) / Enterprise Architecture

Industry: Life Sciences / Pharmaceuticals / Biotechnology

Work Environment: Regulated Enterprise Environment

Role Overview The Lead ServiceNow Architect will serve as the senior technical authority and strategic advisor for the organization's ServiceNow platform. Working closely with the ServiceNow Center of Excellence (CoE) and Enterprise Architecture teams, the role will be responsible for defining and governing the platform's architectural vision, technical roadmap, architecture standards, governance framework, and implementation strategies.

The position will drive the adoption and optimization of advanced ServiceNow capabilities, including Now Assist / Generative AI, GRC/IRM, workflow automation, integration, and digital transformation initiatives.

The Lead ServiceNow Architect will ensure that ServiceNow solutions are scalable, secure, compliant, maintainable, resilient, and aligned with enterprise technology standards and business objectives, with particular consideration for the regulatory requirements of Life Sciences and Pharmaceutical environments.

Key Responsibilities1.

Enterprise

Architecture &

- Platform Strategy

- Define and maintain the long-term ServiceNow platform vision, architecture roadmap, and capability strategy.
- Establish architecture principles, reference architectures, design patterns, development standards, and platform best practices.
- Ensure ServiceNow architecture aligns with enterprise technology strategy, security requirements, and business objectives.
- Lead architectural assessments, platform expansion initiatives, upgrades, and adoption of new ServiceNow products and capabilities.
- Drive platform rationalization and standardization to minimize technical debt, unnecessary customization, and support complexity.
- Partner with Enterprise Architecture teams to ensure effective integration of ServiceNow capabilities with the broader enterprise technology landscape.
- Define scalable and reusable architectural patterns across ServiceNow implementations.

- Platform Governance &
- Technical Leadership
- Own and continuously evolve the ServiceNow architecture governance framework and design authority processes.
- Chair or participate in Architecture Review Boards and provide technical oversight for solution designs, integrations, custom applications, and platform extensions.
- Evaluate and govern exceptions to established architectural standards.
- Define technical policies and controls covering scalability, maintainability, resilience, performance, security, and platform health.
- Establish technical quality metrics and conduct periodic reviews of:
- Platform health
- Technical debt
- Code quality
- Architecture compliance
- Performance and scalability
- Provide senior technical guidance during major incidents, platform risks, upgrades, and strategic technology decisions.
- Business Transformation &
- Process Optimization
- Collaborate with business stakeholders and process owners to understand strategic objectives and identify opportunities for digital transformation.
- Translate business capabilities, processes, and requirements into scalable ServiceNow solutions.
- Lead initiatives focused on process simplification, workflow standardization, automation, and operational efficiency.
- Leverage ServiceNow capabilities including:
- Flow Designer
- Integration Hub
- Process Automation Designer
- Now Assist / AI capabilities
- Virtual Agent
- ServiceNow workflow and automation capabilities

- Define and track measurable business outcomes such as efficiency improvements, service quality, risk reduction,



and enhanced user experience.
- Promote continuous improvement practices, including Lean, Six Sigma, and value-stream optimization principles.
- Integration &
- Data Architecture
- Define enterprise integration standards, API governance, and reusable integration architecture patterns.
- Design secure, scalable, and supportable ServiceNow integrations with enterprise platforms such as:

- ERP
- CRM
- HR systems
- Identity and Access Management
- Security platforms
- Application Portfolio Management (APM)
- Data and analytics platforms

- Collaborate with Enterprise Integration, Security, Data, and Architecture teams to ensure compliance with technology standards.
- Establish data architecture principles supporting:

- Data quality
- Data governance
- Reporting and analytics
- AI initiatives
- Operational decision-making

- Ensure data exchanges and integrations comply with applicable security, privacy, and regulatory requirements.
- Now Assist &
- Generative AI Strategy
- Define the architectural vision and roadmap for ServiceNow Now Assist and Generative AI capabilities.
- Identify and prioritize AI use cases that deliver measurable business and operational value.
- Establish appropriate AI governance and architectural guardrails covering:

- Security
- Privacy
- Compliance
- Data protection
- Transparency
- Responsible and ethical AI usage

- Provide technical oversight for AI-enabled capabilities including:

- AI-powered search
- Summarization
- Virtual Agent
- Knowledge management
- Workflow automation
- Intelligent service delivery

- Evaluate emerging ServiceNow AI capabilities and define adoption strategies aligned with enterprise architecture and business objectives.
- GRC / IRM &
- Regulatory Compliance

Architect and oversee enterprise Governance, Risk, and Compliance (GRC) / Integrated Risk Management (IRM) capabilities, including:

- Policy and Compliance Management
- Risk Management
- Third-Party Risk Management
- Audit Management
- Business Continuity Management
- Continuous Control Monitoring

Responsibilities Include

- Develop scalable compliance frameworks supporting evolving regulatory and risk-management requirements.
- Ensure ServiceNow solutions support applicable Life Sciences and Pharmaceutical regulatory requirements, including GxP and 21 CFR Part 11, where applicable.
- Partner with Risk, Compliance, Audit, Security, and Quality functions to establish integrated risk and compliance operating models.
- Drive automation and continuous monitoring to improve compliance visibility and reduce operational risk.
- Ensure platform architecture supports audit readiness, traceability, appropriate controls, and regulatory expectations.

- Center of Excellence (CoE) Leadership &
- Mentoring
- Act as the senior technical advisor to executive stakeholders, programme governance boards, and business leadership.
- Lead, mentor, and develop:
- ServiceNow Architects
- Developers
- Business Analysts
- Platform Administrators
- Technical Leads
- Establish and promote ServiceNow architecture standards, methodologies, governance practices, and engineering best practices.
- Contribute to the maturity and continuous improvement of the ServiceNow Center of Excellence.
- Conduct architecture reviews, technical coaching sessions, knowledge-sharing forums, and communities of practice.




- Foster a culture of engineering excellence, collaboration, innovation, and continuous learning.
- Support succession planning and development of future ServiceNow technical leaders.

Stakeholder Management The Lead ServiceNow Architect Will Regularly Collaborate With

- Executive Leadership Teams
- Business Sponsors and Process Owners
- Enterprise Architects
- Security Architects
- Solution Architects
- Product Owners
- Delivery Managers
- ServiceNow Developers and Platform Teams
- Risk, Compliance, Audit, and Quality Functions
- Enterprise Integration and Data Teams
- Third-Party Vendors and Service Partners

Required Qualifications &

- ExperienceProfessional Experience

- Extensive experience in designing, architecting, and delivering enterprise-scale ServiceNow solutions and platform transformations.
- Proven experience in a Lead Architect, Principal Architect, Enterprise Architect, or equivalent senior technical leadership role.
- Strong experience in ServiceNow platform architecture, governance, design standards, and technical strategy.
- Deep technical experience with:
- ServiceNow platform architecture
- Service Portal
- Scoped Applications
- Platform Security Architecture
- Workflow and automation
- Integration architecture
- API-based integrations

- Experience leading complex, multi-team ServiceNow transformation programmes.
- Solid understanding of enterprise architecture principles, application integration, security, data architecture, and technology governance.

Life Sciences / Regulated Industry Experience –

- Preferred

Experience within one or more of the following sectors is highly desirable:

- Pharmaceutical
- Biotechnology
- Life Sciences
- Medical Devices
- Healthcare

Knowledge or hands-on experience with regulated environments and relevant frameworks, including:
- GxP
- FDA regulations
- 21 CFR Part 11
- Computer System Validation (CSV)
- Audit readiness
- Data integrity and compliance controls

Technical Skills The Successful Candidate Should Demonstrate Strong Expertise In

- ServiceNow Platform Architecture
- ServiceNow ITSM / ITOM / CSM / HRSD or other relevant modules
- ServiceNow GRC / IRM
- Flow Designer
- Integration Hub
- Process Automation Designer
- Service Portal
- Scoped Applications
- REST / SOAP APIs
- Enterprise Integration Architecture
- Platform Security
- Now Assist / Generative AI
- Workflow Automation
- Data Architecture and Governance
- ServiceNow Upgrade and Release Strategy
- Technical Debt Management
- Architecture Governance
- Enterprise Architecture Standards

Preferred CertificationsServiceNow Certifications

- ServiceNow Certified Technical Architect (CTA)
- ServiceNow Certified Master Architect (CMA)
- ServiceNow Certified Implementation Specialist (CIS) certifications relevant to the role

Additional Certifications
- ITIL Foundation or higher
- Relevant Cloud Architecture certifications
- Security certifications
- Risk and Compliance certifications
- Enterprise Architecture certifications

Education
- Bachelor's or Master's degree in Computer Science, Information Technology, Engineering, or a related discipline.

Key Competencies
- Enterprise Architecture &
- Strategic Thinking
- ServiceNow Platform Leadership
- Architecture Governance
- Digital Transformation
- Technical Decision-Making
- Business Process Optimization
- Integration &
- Data Architecture
- AI &
- Automation Strategy
- GRC / IRM &
- Regulatory Compliance
- Stakeholder Management
- Technical Leadership &
- Mentoring
- Vendor Management
- Problem Solving and Analytical Thinking
- Strong Communication and Presentation Skills.

Skills: servicenow grc/irm,servicenow,integration & automation,security,architecture

📌 Lead ServiceNow Architect (India)
🏢 Neev
📍 India