ServiceNow Solutions Architect

We are seeking a talented and innovative ServiceNow Solutions Architect to lead our efforts in enhancing the user experience and self-service capabilities of our ServiceNow platform. In this role, you will be responsible for designing and implementing front-end improvements such as self-service portals, conversational virtual agents, and user interfaces to streamline processes and enhance user satisfaction. The ideal candidate will have a passion for user experience design, a deep understanding of front-end technologies, and a proven track record of delivering impactful solutions on the ServiceNow platform. You will be responsible for leading ServiceNow projects, ensuring the successful delivery of solutions that align with best practices and industry standards. This role involves collaboration with stakeholders, developers, and administrators to create a cohesive and efficient ServiceNow environment.

Responsibilities:

• Lead the design and architecture of front-end enhancements for the ServiceNow platform to improve self-service capabilities, user experience, and overall usability.
• Ensure that the architecture is scalable, secure, and aligns with industry best practices.
• Develop and maintain a deep understanding of the organization's processes to design effective ServiceNow workflows.
• Collaborate with stakeholders to understand user requirements, pain points, and business objectives related to self-service and user experience.
• Design and develop intuitive and user-friendly self-service portals, dashboards, and interfaces leveraging ServiceNow capabilities and front-end technologies.
• Implement virtual agent solutions to automate common tasks, provide self-service assistance, and enhance user engagement.
• Conduct usability testing and gather feedback to continuously iterate and improve front-end solutions based on user insights and best practices.
• Integrate front-end enhancements seamlessly with existing ServiceNow modules and workflows to ensure a cohesive user experience.
• Provide technical guidance and mentorship to development teams on front-end development best practices and ServiceNow platform capabilities.
• Collaborate with back-end developers, system administrators, and other stakeholders to ensure alignment and consistency across the entire ServiceNow ecosystem.
• Stay current with industry trends, emerging technologies, and ServiceNow platform updates related to front-end development and user experience.
• Document design specifications, technical guidelines, and best practices for front-end development on the ServiceNow platform.

Requirements:

• Bachelor’s degree in Computer Science, Information Technology or related domain.
• Proven experience as a ServiceNow Solutions Architect with a focus on front-end development and user experience improvements.
• Deep understanding of ServiceNow front-end functionalities.
• Experience with ServiceNow Service Portal development and configuration.
• Strong knowledge of user experience design principles, usability testing methodologies, and accessibility standards (e.g., WCAG).
• In-depth knowledge of IT Service Management (ITSM) and HR Service Delivery (HRSD) processes and best practices.
• Strong understanding of web development technologies (JavaScript, HTML, CSS) and REST/SOAP API integration.
• Familiarity with scripting languages such as JavaScript & HTML.
• Experience implementing virtual agent solutions using ServiceNow Virtual Agent or similar conversational AI platforms.
• Excellent analytical and problem-solving skills with the ability to translate user requirements into effective front-end solutions.
• Exceptional communication and collaboration skills with the ability to work effectively with cross-functional teams and stakeholders at all hierarchy levels.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.
• Knowledge of ServiceNow performance tuning and optimization techniques.
• Project management skills and experience leading technical teams.

Meeting your needs:

When you start with us, you'll enjoy "Total Reward", a package that can be tailored to your lifestyle, career and personal needs. From flexible holidays to life assurance, health & wellbeing benefits, and career planning for the senior stage of your career.

Making sure you're supported is important to us. So, if you identify as having a disability, tell us ahead of your interview. And let's talk about any adjustments you might need.

New name, new era. We are AtkinsRéalis.  It will take some time for all our information to update – you can still refer to our fantastic benefits via the link below:

YourReward at SNC-Lavalin​ (snclavalin.com).

Training:

AtkinsRéalis is committed to developing its people both personally and professionally. Our colleagues have the advantage of access to a high ranging training portfolio and development activities designed to help make the best of individual’s abilities and talents. We also actively support staff in achieving corporate membership of relevant institutions.

More about us:

AtkinsRéalis is a leading global consultancy with over 100 years of design and engineering expertise. With us, you'll be surrounded by the skills, knowledge and support to help you succeed. Together, we can deliver projects which have a positive, sustainable impact on the world.

Check out some of our recent, most exciting projects.

Additional Information:

This role may require security clearance and offers of employment will be dependent on obtaining the relevant level of clearance.  If this is necessary, it will be discussed with you at interview. The vetting process is delivered by United Kingdom Security Vetting (UKSV) and may require candidates to provide proof of residency in the UK of 5 years or longer. If applying to this role please do not make reference to (in conversation) or include in your application or CV, details of any current or previously held security clearance.

We are committed to promoting a diverse and inclusive community - a place where we can all be ourselves, thrive and develop. To help embed inclusion for all, from day one, we offer a range of family friendly, inclusive employment policies, flexible working arrangements and employee networks to support staff from different backgrounds. As an Equal Opportunities Employer, we value applications from all backgrounds, cultures and ability.