ServiceNow Solution Architect

What you’ll be doing

Atturra is seeking an experienced ServiceNow Solution Architect to join our growing ServiceNow practice.

The ServiceNow Solution Architect is accountable for leading customer engagement and solution design activities across ServiceNow transformation initiatives. The role translates business objectives and functional requirements into practical, secure, scalable and maintainable ServiceNow solutions, while remaining close to implementation and customer outcomes.

Operating at Senior to Principal level, the role provides technical delivery leadership, supports presales solutioning, mentors’ delivery practitioners and contributes reusable architecture patterns and practice assets. The role works across industries and helps customers use ServiceNow beyond traditional IT service management to enable broader business and technology workflows.

Role scope:

• Lead architecture and design activities from discovery and co-design through implementation, validation and transition.
• Operate across business, application, technical and solution architecture concerns, applying pragmatic judgement to balance standard platform capability, configuration, integration and delivery constraints.
• Guide multidisciplinary delivery teams, including functional consultants, technical consultants, developers, testers and project managers.
• Contribute to presales activities through solution definition, estimates, demonstrations, proposal inputs, presentations and bid support.
• Contribute to the maturity of the ServiceNow Practice through mentoring, standards, reusable intellectual property and knowledge sharing.

Key responsibilities and accountabilities:

Customer engagement and co-design

• Plan and lead customer workshops covering discovery, requirements, design, validation, solution playback and decision-making.
• Engage business, technical and delivery stakeholders to clarify objectives, constraints, priorities, risks and solution options.
• Explain technical concepts, trade-offs, impacts and recommendations clearly to both technical and non-technical audiences.
• Translate workshop outcomes into agreed design decisions, architecture artefacts, delivery guidance and backlog inputs.
• Operate as a trusted technical adviser and maintain constructive customer relationships throughout the engagement.

Solution and technical architecture

• Translate business requirements and customer objectives into clear ServiceNow solution and technical designs.
• Produce and maintain delivery-ready architecture artefacts, including solution designs, technical designs, decision records, integration designs and relevant security considerations.
• Design scalable, secure and maintainable solutions across workflows, data models, platform configuration, integrations, identity, access controls and user experience.
• Assess how design choices affect implementation complexity, maintainability, performance, security, scalability and customer outcomes.
• Promote platform-native capability and appropriate reuse while limiting unnecessary customisation and technical debt.
• Ensure architectural decisions are traceable and aligned with agreed customer standards, ServiceNow good practice and delivery constraints.

Technical delivery leadership

• Provide architecture direction to delivery teams throughout implementation.
• Review solution options, detailed designs and technical approaches for alignment with the agreed architecture and quality expectations.
• Support backlog refinement, sprint planning, demonstrations, testing, defect resolution and release or transition activities where architectural input is required.
• Resolve technical ambiguity and make timely, pragmatic design decisions that support customer outcomes.
• Identify architectural, technical, security and delivery risks early, and work with project leadership to manage or mitigate them.
• Work closely with project managers on sequencing, dependencies, estimates, assumptions, milestones and technical delivery risks.

Presales and solutioning

• Support qualification and shaping of ServiceNow opportunities by clarifying customer needs, scope, assumptions and solution options.
• Provide architecture and technical inputs to estimates, proposals, statements of work, presentations and bids.
• Develop and deliver demonstrations, prototypes and platform walk-throughs that communicate the proposed solution and its value.
• Identify delivery dependencies, constraints and risks that should be reflected in commercial and delivery planning.
• Collaborate with sales, practice leadership and other Atturra capability teams to shape integrated customer solutions.

Practice leadership and capability development

• Mentor architects, consultants and developers through coaching, design reviews and knowledge sharing.
• Contribute reusable reference architectures, design patterns, templates, accelerators, standards and delivery guidance.
• Promote consistent architecture and design practices across engagements.
• Support continuous improvement of ServiceNow offerings, delivery methods and technical quality.
• Demonstrate professional judgement, accountability, collaboration and customer focus expected at Senior to Principal level.

Skills and experience:

Essential

• Senior-level experience in ServiceNow solution architecture, technical architecture, platform architecture or senior technical delivery.
• Demonstrated ability to lead customer workshops and convert business needs into implementable ServiceNow designs.
• Strong hands-on understanding of how ServiceNow solutions are configured, extended, integrated, secured and delivered.
• Strong understanding of ServiceNow platform architecture, workflows, data models, integrations, security, access controls, performance and scalability.
• Experience producing clear, delivery-ready architecture and design documentation.
• Experience leading or guiding multidisciplinary technical delivery teams.
• Experience supporting delivery planning, estimation, dependencies, risk management and technical governance.
• Experience contributing to presales solutioning, customer demonstrations, proposal inputs or bids.
• Strong stakeholder engagement, facilitation and written and verbal communication skills.
• Ability to work effectively across different industries, customer environments and delivery models.
• Pragmatic judgement that balances architectural integrity, customer outcomes and delivery feasibility.

ServiceNow capability

The role requires broad ServiceNow platform capability rather than narrow specialisation. The position holder should be able to understand customer needs across multiple ServiceNow capability areas, shape integrated solutions and identify when deeper product specialists are required.

• Customer Service Management (CSM)
• Human Resources Service Delivery (HRSD)
• Core Business Suite (CBS)
• Public Sector Digital Services (PSDS)
• Enterprise Asset Management (EAM)
• Strategic Portfolio Management (SPM)
• Field Service Management (FSM)
• IT Service Management (ITSM), integrations and enterprise workflow use cases

Qualifications and certifications”

• ServiceNow Certified Technical Architect (CTA) is preferred.
• Other current ServiceNow certifications relevant to architecture, implementation or platform delivery are desirable.
• Experience with ServiceNow NowCreate or another structured ServiceNow delivery methodology is desirable.
• Continued professional development and maintenance of relevant ServiceNow capability and certifications are expected.

Eligibility and employment conditions:

• Australian citizenship is mandatory.
• An existing Australian Government security clearance is preferred.
• The position is permanent and full-time.
• The role is based in Australia and forms part of an onshore Australian delivery team.
• Location is flexible, with preference for a location where Atturra has an office.
• The position may require attendance at Atturra or customer sites in line with engagement requirements.

Key working relationships

• Customer executives, business stakeholders, product owners, architects and technical teams.
• Atturra ServiceNow Practice leadership, architects, functional consultants, technical consultants, developers and testers.
• Project managers, sales and presales stakeholders, and other Atturra practices involved in integrated customer solutions.

Working Conditions:

• Employment Type – Permanent or Contract
• Office Location – Open
• Must have an active AGSVA NV1 clearance minimum

Why is this an exciting opportunity?

Atturra is one of the fastest growing ASX-listed advisory and IT solutions companies in Australia, giving you a strong foundation to fulfil your career ambitions.

We currently have 1400+ professionals working across Australia, New Zealand, Singapore, Hong Kong, and USA who are using innovation to lead the way.

Our Cloud Business Solutions team specialises in strategy, migration, and proactive management across large enterprise and small-scale cloud deployments. We use a tailored approach to build scalable cloud solutions that modernise IT environments, enhance productivity, and ensure business continuity.

This is your chance to make an impact. Come and join our talented and creative team of change makers to redefine the future through technology.

What our people say:

“We are working towards a very bright future.”

“It's a company with vision and a promising future.”

Why you’ll love working here

Culture of possibility

At Atturra we embrace innovation within our teams, fostering an environment of possibility and growth. We believe in creating a supportive and welcoming culture, where everyone is encouraged to achieve success through collaboration, continuous learning, and smart work practices.

A strong set of company values

Our culture is reflected by our employees who demonstrate camaraderie, innovation, dedication, respect and excellence in everything they do. These traits have become integral to the way we do business and are the values we strive for.

Valuable employee benefits

• Employee benefits, recognition, and wellbeing platform
• Career growth via succession planning, internal promotions, and mentorship opportunities
• Ongoing investment in professional development through industry and technology certifications, and study assistance
• Mental health support through our Employee Assistance Program
• Support for family and caring responsibilities, including paid parental leave
• Employee referral program, with monetary incentives offered 

Commitment to Diversity, Equity, and Inclusion

At Atturra, we are committed to addressing the digital skills gap and championing diversity, equity, and inclusion. We welcome applications from individuals of all backgrounds — including Veterans, Aboriginal and Torres Strait Islander people, people with disability, members of the LGBTQI+ community, culturally diverse individuals, and other underrepresented groups.

Supporting Australia’s veterans 

We are proud to be recognised as a Veteran Friendly Employer under the Department of Veterans’ Affairs Veteran Employment Commitment (VEC). Atturra is dedicated to supporting Australia’s veteran community by enhancing recruitment, support, retention, and leadership opportunities. Our goal is to ensure veterans build meaningful and impactful careers with us.

What our people say:

“Atturra has a great working environment and management are very supportive of their staff. We celebrate success and have fun while working hard.”

How to apply

All applications must be submitted online via our Careers page. Late applications or those sent by email will not be prioritised. Please ensure your application is complete and that you have answered all required questions before submitting.

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Talent Pool
This recruitment process may also be used to create a talent pool for similar ongoing or temporary opportunities that may arise within the next 12 months.

Recruitment Agencies and Headhunters

Our Talent Acquisition team is managing this recruitment process and will reach out if additional support is required. Atturra only accepts referrals from agencies on our official supplier list via the Agency Portal. To participate, agencies must complete our procurement process, hold an approved fee agreement, and be formally invited by the Talent Acquisition team for a specific vacancy.

Submissions made outside of this process will not be considered. We also request that agencies do not contact Atturra employees outside the Talent Acquisition team regarding hiring matters.

Agencies interested in joining our official supplier list may send an expression of interest to *****************************. Please note, our supplier list is reviewed annually.

This document is intended to describe the general nature and level of work being performed by people assigned to this job. It is not intended to be a comprehensive list of all responsibilities, key accountabilities, and skills of persons so classified.  Management reserves the right to add or change the job and relevant percentage of accountabilities as required, in its sole discretion.