Servicenow Architect em Lisboa, Portugal

ServiceNow Architect
Company: Noviqnow
Location: Lisbon Metropolitan Area, Portugal
Work model: Hybrid, three days per week on site
Employment type: Full time
Salary range: €60,000 to €76,000 gross per year
About Noviqnow
Noviqnow is a ServiceNow focused company helping organisations assess, modernise and operate their platforms through strong architecture, effective governance, automation and applied Artificial Intelligence.
Our approach combines deep ServiceNow expertise with a clear focus on business value, platform sustainability and readiness for the next generation of intelligent enterprise services.
The Opportunity
We are looking for an experienced ServiceNow Architect with strong functional and technical expertise across ITSM, ITOM, CMDB, CSDM, HRSD, enterprise integrations and Now Assist.
This is a challenging and highly visible role with direct exposure to the Head of ServiceNow and other senior decision makers.
The successful candidate will help define platform strategy, architecture principles, governance models and the ServiceNow roadmap. The role requires someone capable of connecting business processes, service management frameworks, data models, integrations, automation and Artificial Intelligence into a coherent and sustainable platform architecture.
You will work closely with customer stakeholders, enterprise architects, process owners, technical teams and delivery partners to translate strategic objectives into practical ServiceNow solutions.
This position follows a hybrid working model and requires three days per week on site at customer premises within the Lisbon Metropolitan Area. The remaining two days may be worked remotely, subject to project requirements.
Key Responsibilities

• Define and maintain the overall ServiceNow solution and platform architecture.
• Design end to end solutions across ITSM, ITOM, CMDB, CSDM and HRSD.
• Lead architecture, discovery and process design workshops with business, technical and executive stakeholders.
• Translate business objectives into platform roadmaps, functional designs, technical requirements and implementation plans.
• Ensure alignment between ServiceNow capabilities, business processes, enterprise architecture and service management practices.

ITSM and Functional Architecture

• Design ITSM solutions covering Incident Management, Problem Management, Change Enablement, Request Management, Knowledge Management, Service Level Management and Service Catalogue.
• Define functional frameworks, process models, governance structures, ownership responsibilities and accountability models.
• Design service management operating models aligned with ITIL practices and organisational objectives.
• Facilitate workshops with process owners and translate functional requirements into sustainable ServiceNow solutions.
• Ensure that processes remain simple, practical, measurable and focused on business value.

ITOM, CMDB and CSDM

• Architect ITOM capabilities involving Discovery, Service Mapping, Event Management, operational visibility and service health.
• Define CMDB architecture, governance, data ownership, identification rules, reconciliation processes and data quality controls.
• Lead the adoption and evolution of the Common Service Data Model.
• Define relationships between business capabilities, business applications, application services, technical services, infrastructure and supporting configuration items.
• Establish controls and performance indicators for CMDB completeness, correctness, compliance and operational value.
• Ensure that Discovery, Service Mapping, integrations and manual data sources contribute to a trusted and governed CMDB.

HRSD

• Design HRSD solutions covering HR Case Management, Employee Centre, HR knowledge, employee journeys and lifecycle events.
• Define HR service structures, case types, assignment models, security requirements and employee experiences.
• Ensure appropriate protection, confidentiality and segregation of employee information.
• Align HRSD architecture with identity, organisational data and enterprise integration requirements.

Integrations

• Define integration architecture between ServiceNow and enterprise systems.
• Design integrations using IntegrationHub, REST APIs, SOAP services, MID Server, web services, spokes and event driven patterns.
• Define integration requirements covering authentication, authorisation, encryption, error handling, monitoring, retry mechanisms and data reconciliation.
• Support integrations with identity providers, monitoring platforms, human resources systems, cloud services, asset repositories and other enterprise applications.
• Ensure that integrations are secure, scalable, observable, maintainable and aligned with ServiceNow recommended practices.
• Evaluate existing integrations and recommend remediation, consolidation or modernisation strategies.

Now Assist and Artificial Intelligence

• Assess platform, process and data readiness for ServiceNow Now Assist.
• Identify practical use cases for Now Assist across ITSM, HRSD, knowledge management, case management and platform operations.
• Support the design and implementation of Now Assist capabilities, AI powered experiences and intelligent automation.
• Define governance principles for the responsible, secure and controlled adoption of Generative Artificial Intelligence.
• Evaluate data quality, knowledge quality, access controls, privacy requirements and security dependencies that may affect AI outcomes.
• Help define adoption roadmaps, success indicators and value measurement for Now Assist initiatives.
• Identify opportunities to combine Now Assist, Flow Designer, IntegrationHub, automation and AI agents.
• Ensure that Artificial Intelligence capabilities are aligned with business value, platform architecture and organisational governance.

Architecture Governance

• Produce architecture documentation, solution designs, data models, integration specifications and decision records.
• Review configurations, developments and integrations to ensure performance, security, scalability and upgradeability.
• Identify technical debt and recommend sustainable remediation strategies.
• Define architecture principles, development standards and platform guardrails.
• Provide architectural guidance and technical leadership to consultants, developers and customer teams.
• Support platform health assessments, architecture reviews and continuous improvement programmes.
• Contribute to proposals, solution presentations, demonstrations and presales activities when required.

Required Experience

• Strong professional experience designing and implementing ServiceNow solutions.
• Proven experience as a ServiceNow Architect, Solution Architect or Senior ServiceNow Consultant.
• Strong functional and technical expertise in ServiceNow ITSM.
• Practical architecture experience with ITOM, Discovery and Service Mapping.
• Deep understanding of CMDB architecture, governance and data quality.
• Strong knowledge of the Common Service Data Model and its practical implementation.
• Experience designing or implementing ServiceNow HRSD solutions.
• Strong experience designing integrations between ServiceNow and external enterprise systems.
• Practical knowledge of IntegrationHub, REST APIs, SOAP services and MID Server.
• Experience with integration security, including OAuth 2.0, certificates, SAML, LDAP and service accounts.
• Understanding of synchronous, asynchronous and event driven integration patterns.
• Experience with Now Assist, Generative Artificial Intelligence or intelligent ServiceNow automation.
• Strong knowledge of ITIL practices, functional process design and service management operating models.
• Ability to translate complex business requirements into clear, sustainable and practical platform solutions.
• Strong understanding of platform governance, security, data management and technical architecture.
• Experience working with enterprise and international customers.
• Strong communication, stakeholder management, workshop facilitation and presentation skills.
• Professional proficiency in English.
• Availability to work three days per week on site in the Lisbon Metropolitan Area.

Preferred Qualifications

• ServiceNow Certified System Administrator.
• ServiceNow Certified Application Developer.
• ServiceNow Certified Implementation Specialist certifications related to ITSM, ITOM, Discovery, Service Mapping or HRSD.
• ServiceNow Certified Technical Architect or Certified Master Architect.
• ServiceNow training or accreditation related to Now Assist and Artificial Intelligence.
• ITIL 4 certification or equivalent service management knowledge.
• Knowledge of enterprise architecture frameworks, cloud platforms and integration technologies.
• Experience conducting ServiceNow platform health assessments, architecture reviews and AI readiness assessments.

What We Offer

• A challenging and highly visible architecture role with direct exposure to the Head of ServiceNow and other senior decision makers.
• The opportunity to influence platform strategy, architecture, governance and the ServiceNow roadmap.
• Active participation in complex transformation initiatives with real business and operational impact.
• A gross annual salary between €60,000 and €76,000, depending on experience, certifications and technical expertise.
• A hybrid working model, with three days per week on site and two days working remotely, subject to project requirements.
• Meal allowance and an additional benefits package.
• Health insurance.
• Support for ServiceNow training and professional certifications.
• Participation in strategic ServiceNow programmes for national and international customers.
• Collaboration with experienced ServiceNow architects, consultants and customer leadership teams.
• Exposure to Now Assist, Artificial Intelligence, automation and emerging ServiceNow capabilities.
• A growing environment where expertise, initiative, responsibility and continuous learning are genuinely valued.

Our Ideal Candidate
You combine strong ServiceNow technical knowledge with functional process expertise and a holistic architectural perspective.
You understand that ITSM, ITOM, HRSD, CMDB, CSDM, integrations and Artificial Intelligence cannot be designed in isolation. You consider processes, people, data, technology, security, governance and user experience as part of a single connected ecosystem.
You are comfortable engaging with senior stakeholders, leading architecture discussions and guiding delivery teams from discovery and design through implementation and continuous improvement.
You can challenge existing decisions constructively, communicate complex topics clearly and maintain a balance between strategic direction and practical delivery.
Join Us
If you are passionate about ServiceNow architecture and want to help organisations build reliable, integrated, governed and AI ready platforms, we would like to hear from you.
Please submit your CV in English, including your ServiceNow experience, relevant certifications and availability.