What are the responsibilities and job description for the ServiceNow Principal Solutions Architect position at Intone Networks Inc.?
Location: Canton, MA 02021
Remote / Hybrid Schedule: Onsite from time to time or Remote
Hours | shift | On Call | Time zone: EST Hours Onsite
Start: June/July
with Extension
Job Description
The ServiceNow Principal Solutions Architect (Engagement Lead) is responsible for leading enterprise ITSM assessment and optimization engagements, serving as the primary client-facing advisor and delivery lead. This role oversees end-to-end engagement execution, including discovery, current-state evaluation, solution architecture, and development of a prioritized ServiceNow transformation roadmap focused on improving workflow efficiency, automation, and service performance.
Key Responsibilities
Act as overall engagement lead accountable for delivery quality, scope, and client outcomes
· Serve as the primary advisor to executive and technical stakeholders
· Lead governance forums, workshops, and executive readouts
· Lead discovery across IT, operations, and platform teams
· Evaluate:
o Request / RITM / Task workflows
o Service catalog structure (e.g., large-scale, high-volume catalogs)
o Assignment groups and routing models
o Automation and integration dependencies (IAM, provisioning, etc.)
· Establish baseline metrics (cycle time, touchpoints, routing accuracy)
· Define future-state workflow architecture and design standards
· Develop:
o Workflow optimization and automation strategies
o Service catalog rationalization frameworks
o Assignment group optimization models
· Provide architectural guidance across ITSM modules and integrations
· Conduct ITSM maturity and capability assessments
· Identify gaps across process, governance, automation, and reporting
· Develop a prioritized 12-month roadmap with clear sequencing and dependencies
· Lead cross-functional delivery teams (consultants, analysts, SMEs)
· Provide direction, quality oversight, and mentoring
Required Qualifications
Experience
· 10 years in ServiceNow and ITSM consulting or architecture
· Demonstrated experience leading assessment, optimization, or transformation engagements
· Experience delivering executive-level outputs (roadmaps, assessments, business cases)
· Deep knowledge of ServiceNow:
o ITSM (Incident, Request, Change, Problem)
o Service Catalog & workflow design
o CMDB fundamentals
· Experience with:
o Workflow optimization and automation
o Integration dependencies (e.g., IAM platforms such as SailPoint)
o KPI/SLA design and reporting frameworks
· Strong executive communication and stakeholder management
· Ability to translate technical complexity into clear business insights
· Experience leading workshops and cross-functional teams