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Role description

LTM is a global technology consulting and digital solutions company that enables enterprises across industries to reimagine business models, accelerate innovation, and maximize growth by harnessing digital technologies. As a digital transformation partner to more than 750 clients, LTM brings extensive domain and technology expertise to help drive superior competitive differentiation, customer experiences, and business outcomes in a converging world. Powered by nearly 90,000 talented and entrepreneurial professionals across more than 30 countries, LTM — a Larsen & Toubro Group company — combines the industry-acclaimed strengths of erstwhile Larsen and Toubro Infotech and Mindtree in solving the most complex business challenges and delivering transformation at scale. For more information, please visit .

LTM is a global technology consulting and digital solutions company that enables enterprises across industries to reimagine business models, accelerate innovation, and maximize growth by harnessing digital technologies. As a digital transformation partner to more than 750 clients, LTM brings extensive domain and technology expertise to help drive superior competitive differentiation, customer experiences, and business outcomes in a converging world. Powered by nearly 90,000 talented and entrepreneurial professionals across more than 30 countries, LTM — a Larsen & Toubro Group company — combines the industry-acclaimed strengths of erstwhile Larsen and Toubro Infotech and Mindtree in solving the most complex business challenges and delivering transformation at scale. For more information, please visit .

Senior ServiceNow Solution Architect

Senior ServiceNow Solution Architect

Stratford-upon-Avon UK

Stratford-upon-Avon UK

Full time

Full time

Job Summary

Job SummaryJob Summary

We are seeking a highly experienced ServiceNow professional to lead the design, implementation, and optimization of ServiceNow ITSM and Employee Experience solutions. The ideal candidate will possess strong expertise in ServiceNow ITSM Pro, Now Assist, Agentic AI, Virtual Agent, Platform Analytics, Service Portal, UI Builder, and enterprise integrations. The role involves working closely with business stakeholders, architects, and delivery teams to design scalable digital workflows, AI-driven automation, and user-centric service experiences.

We are seeking a highly experienced ServiceNow professional to lead the design, implementation, and optimization of ServiceNow ITSM and Employee Experience solutions. The ideal candidate will possess strong expertise in ServiceNow ITSM Pro, Now Assist, Agentic AI, Virtual Agent, Platform Analytics, Service Portal, UI Builder, and enterprise integrations. The role involves working closely with business stakeholders, architects, and delivery teams to design scalable digital workflows, AI-driven automation, and user-centric service experiences.

Key Responsibilities

Key ResponsibilitiesKey Responsibilities

ServiceNow Platform & ITSM

ServiceNow Platform & ITSMServiceNow Platform & ITSM

• Lead implementation and enhancement of ITSM processes including Incident, Problem, Change, Request, Knowledge, and Major Incident Management.

Lead implementation and enhancement of ITSM processes including Incident, Problem, Change, Request, Knowledge, and Major Incident Management.

• Configure and optimize ITSM Pro capabilities and best practices.

Configure and optimize ITSM Pro capabilities and best practices.

• Drive ServiceNow platform governance, performance, scalability, and upgrade planning.

Drive ServiceNow platform governance, performance, scalability, and upgrade planning.

Now Assist & Agentic AI

Now Assist & Agentic AINow Assist & Agentic AI

• Design and implement ServiceNow Now Assist capabilities across ITSM processes.

Design and implement ServiceNow Now Assist capabilities across ITSM processes.

• Define and configure AI Agents, Agentic Workflows, and AI-powered operational use cases.

Define and configure AI Agents, Agentic Workflows, and AI-powered operational use cases.

• Assess governance, risk, compliance, and security considerations associated with AI capabilities.

Assess governance, risk, compliance, and security considerations associated with AI capabilities.

• Collaborate with stakeholders to identify suitable automation opportunities leveraging Agentic AI.

Collaborate with stakeholders to identify suitable automation opportunities leveraging Agentic AI.

Virtual Agent & Conversational Experiences

Virtual Agent & Conversational ExperiencesVirtual Agent & Conversational Experiences

• Design and develop Virtual Agent topics and conversational workflows.

Design and develop Virtual Agent topics and conversational workflows.

• Integrate Virtual Agent with ITSM, Service Catalog, Knowledge Management, and external systems.

Integrate Virtual Agent with ITSM, Service Catalog, Knowledge Management, and external systems.

• Improve employee and support experiences through self-service and AI-assisted interactions.

Improve employee and support experiences through self-service and AI-assisted interactions.

Service Portal & UI Builder

Service Portal & UI BuilderService Portal & UI Builder

• Design modern employee experiences using Employee Center, Service Portal, and UI Builder.

Design modern employee experiences using Employee Center, Service Portal, and UI Builder.

• Develop reusable UI components, custom pages, and workspace experiences.

Develop reusable UI components, custom pages, and workspace experiences.

• Ensure high usability, accessibility, and responsive design standards.

Ensure high usability, accessibility, and responsive design standards.

Platform Analytics & Reporting

Platform Analytics & ReportingPlatform Analytics & Reporting

• Design dashboards, scorecards, KPIs, Performance Analytics indicators, and executive reports.

Design dashboards, scorecards, KPIs, Performance Analytics indicators, and executive reports.

• Provide operational insights and service performance measurements.

Provide operational insights and service performance measurements.

• Enable data-driven decision-making through analytics and visualization.

Enable data-driven decision-making through analytics and visualization.

Integrations & Automation

Integrations & AutomationIntegrations & Automation

• Lead integrations with enterprise applications using IntegrationHub, REST, SOAP, MID Server, and spokes.

Lead integrations with enterprise applications using IntegrationHub, REST, SOAP, MID Server, and spokes.

• Design integration patterns, orchestration workflows, and event-driven automation.

Design integration patterns, orchestration workflows, and event-driven automation.

• Work with external systems such as Azure DevOps, IAM, Monitoring Tools, Asset Management, and IT Operations platforms.

Work with external systems such as Azure DevOps, IAM, Monitoring Tools, Asset Management, and IT Operations platforms.

Architecture & Leadership

Architecture & LeadershipArchitecture & Leadership

• Provide solution architecture guidance and technical leadership.

Provide solution architecture guidance and technical leadership.

• Participate in discovery workshops, roadmap planning, and solution design sessions.

Participate in discovery workshops, roadmap planning, and solution design sessions.

• Mentor development and administration teams.

Mentor development and administration teams.

• Review technical designs and ensure alignment with ServiceNow best practices.

Review technical designs and ensure alignment with ServiceNow best practices.