ServiceNow SPM Architect

ServiceNow Architect — Strategic Portfolio Management

1. POSITION PURPOSE

The ServiceNow SPM / ITBM Architect serves as the senior-most technical authority for the organisation's Strategic Portfolio Management ecosystem. This role is responsible for designing, implementing, and governing scalable, enterprise-grade solutions that connect business strategy to execution — enabling leadership with real-time portfolio visibility, investment prioritisation, and measurable business outcomes.

The Architect will act as a strategic partner to PMO, Finance, IT Leadership, and Business stakeholders — driving a multi-year roadmap to automate and modernise portfolio governance, demand management, resource optimisation, and embedding AI-driven capabilities across the platform.

2. KEY RESPONSIBILITIES

2.1 Platform Architecture and Design

• Lead end-to-end architecture and implementation of the ServiceNow SPM suite across demand, project, portfolio, resource, and financial management modules
  
• Define and maintain the enterprise SPM architecture and multi-year technology roadmap aligned to the organisation's business strategy and investment priorities
  
• Ensure all solutions are scalable, secure, and aligned with ServiceNow platform best practices and CSDM / CMDB data models
  
• Minimise customisation; drive OOTB adoption and enforce architectural governance throughout the implementation lifecycle
  

2.2 Portfolio and Strategic Planning

• Define scalable SPM solutions aligned to business strategy, connecting Objectives and Key Results (OKRs), investment funding, and execution outcomes
  
• Configure Investment Funding, Strategic Planning Workspace, Alignment Planner, and Business Planning Portal
  
• Facilitate workshops and design sessions to establish portfolio governance, demand intake workflows, and resource allocation models
  
• Architect Agile delivery capabilities including sprint planning, story and epic hierarchy, and backlog management integrated with project and portfolio layers
  

2.3 Integration and Technical Delivery

• Define integration strategies with financial systems such as ERP, SAP, PPM tools including Planview, Clarity, Jira, and ITSM modules
  
• Ensure control-to-asset accuracy via CMDB / CSDM alignment and service mapping
  
• Architect REST, SOAP, MID Server, and IntegrationHub spokes for SPM data flows
  

2.4 Stakeholder Engagement and Leadership

• Lead SPM workshops, design sessions, and architecture reviews with PMO, Finance, IT, and Business stakeholders
  
• Act as a trusted advisor to senior client and executive stakeholders on portfolio governance and digital transformation initiatives
  
• Mentor SPM developers and consultants; conduct code and design reviews; set development standards
  
• Support pre-sales activities including solution design, demonstrations, effort estimation, and RFP / RFI responses
  
• Guide customers through initiatives that improve ROI visibility and portfolio decision quality
  

3. QUALIFICATIONS

3.1 Education

• Bachelor’s degree in information technology, Computer Science, Business Administration, or Engineering (required)
  
• Master's degree (MBA, MSc) is strongly preferred — especially for roles with PMO transformation or IT Financial Management scope
  

3.2 Experience          

• 10–12+ years of total professional experience in IT, with a minimum of 7 years of hands-on ServiceNow experience
  
• 3+ years of dedicated SPM / ITBM implementation experience
  
• 2–3 years in a lead or architect capacity, with accountability for solution design and delivery governance
  
• Demonstrated experience as a lead or architect on a minimum of 2 enterprise-scale SPM implementations
  
• Prior experience in regulated industries is strongly preferred:
  
  • Banking, Financial Services and Insurance (BFSI)
    
  • Healthcare / Life Sciences
    
  • Manufacturing and Retail
    
  • Energy and Utilities
    

4. TECHNICAL SKILLS

4.1 ServiceNow SPM / ITBM Modules

• Demand Management — idea intake, scoring and approval workflows
  
• Project Management — work breakdown structure, milestones, task tracking and baselines
  
• Portfolio Management — investment prioritisation and scenario planning
  
• Resource Management — capacity planning, allocation and utilisation
  
• Financial Planning — budget versus actuals, cost tracking and FinOps
  
• Agile Development — sprints, stories, epics and backlog management
  
• Test Management — test plans, execution and defect linkage
  
• Innovation Management — idea portal, scoring and strategy alignment
  
• Strategic Planning — OKRs, investment funding and alignment planner
  
• Time Management — timesheets, approvals and effort capture
  

4.2 Platform and Scripting

• ServiceNow scripting: Business Rules, Client Scripts, Script Includes, UI Policies, Flow Designer, IntegrationHub
  
• Scoped applications, domain separation, ACL design, and security model configuration
  
• CMDB / CSDM data model alignment and service mapping
  
• Performance Analytics, SPM Dashboards, Workspaces, and UI Builder
  
• NowAssist / GenAI integration within SPM workflows; AI-driven portfolio insights configuration
  

4.3 Integrations

• REST, SOAP, MID Server, and IntegrationHub spokes for SPM data flows
  
• ERP integration: SAP, Oracle
  
• PPM tools: Planview, Clarity, Microsoft Project
  
• Agile tools: Jira, Azure DevOps
  
• HRIS platforms and identity management systems (Active Directory, Okta, SailPoint)
  

Status

Certification

Issuing Body

Required

CIS – Strategic Portfolio Management (SPM)

ServiceNow

Preferred

Certified System Administrator (CSA)

ServiceNow

Preferred

Certified Technical Architect (CTA)

ServiceNow

Preferred

Certified Application Developer (CAD)

ServiceNow

Preferred

PMP – Project Management Professional

PMI

Preferred

SAFe Agilist / Scrum Master

Scaled Agile / Scrum.org

Preferred

ITIL v4 Foundation

Axelos

6. BEHAVIOURAL COMPETENCIES

Strategic Thinking

Connects enterprise strategy, investment priorities, and delivery outcomes by translating business objectives into a scalable ServiceNow Strategic Portfolio Management architecture roadmap

Stakeholder Influence

Builds credibility with Portfolio Management Office (PMO), Finance, Information Technology (IT), and business leaders to align funding, prioritisation, governance, and execution decisions across the portfolio lifecycle

Technical Leadership

Provides architecture leadership for Strategic Portfolio Management implementations, promotes out-of-the-box platform adoption, enforces design standards, and mentors teams across delivery and governance

Communication

Communicates complex portfolio concepts, funding models, and platform design decisions clearly to both executive and technical stakeholders, supported by high-quality documentation and workshop facilitation

Problem Solving

Resolves complex portfolio, resource, and financial management challenges by designing pragmatic, scalable solutions that balance strategic intent, user adoption, and platform best practices

Continuous Learning

Continuously tracks ServiceNow Strategic Portfolio Management product evolution, Artificial Intelligence (AI) capabilities, agile delivery practices, and portfolio governance trends to drive ongoing platform innovation