Role description
Position Overview The Middle-Office Solution Architect leads the modernization of service delivery, customer support, and operational support functions. This role focuses on ServiceNow and related platforms to enhance customer experience, streamline service operations, and enable business agility. Key Responsibility Areas Platform Strategy & Architecture: 1. Design comprehensive ServiceNow implementations spanning ITSM, ITOM, ITBM, Customer Service Management, and other modules 2. Architect workflows and processes for customer support, incident management, change management, and asset management 3. Define platform configurations, customizations, and integration patterns aligned with enterprise standards Business Transformation Leadership: 1. Lead middle-office function transformation initiatives, optimizing service delivery models and support processes 2. Develop target operating models for customer support, IT service delivery, and business support functions 3. Collaborate with operational leaders to identify efficiency gains and service quality improvements Technical Governance & Standards: 1. Establish ServiceNow governance, configuration standards, and best practices across the enterprise 2. Develop reference architectures for common middle-office scenarios; ensure scalability and performance 3. Implement security, compliance, and access control frameworks for service delivery platforms Integration & Ecosystem: 1. Define integration strategies between ServiceNow, Front-Office systems (Salesforce), and Back-Office systems (Oracle Fusion, HCM) 2. Architect data flows to ensure real-time visibility across customer service, operations, and finance 3. Coordinate with other Enterprise Architects to enable end-to-end process optimization Required Qualifications 1. 10+ years of enterprise solutions architecture or IT service management experience 2. 7+ years of hands-on experience designing and implementing ServiceNow solutions at enterprise scale 3. 5+ years of experience in customer service or IT operations transformation 4. Deep expertise in ITIL, ITSM best practices, and service-oriented architectures 5. Strong understanding of integration technologies, APIs, and middleware platforms 6. Proven ability to manage complex transformation programs with multiple stakeholder groups 7. Strong analytical and problem-solving skills with attention to process optimization Preferred Qualifications 1. ServiceNow Certified System Administrator or Certified Application Developer certifications 2. Experience with multiple ServiceNow modules (ITSM, CSM, ITOM, ITBM, etc.) 3. Background with Jira Service Management, BMC Remedy, or other ITSM platforms 4. Knowledge of customer service platforms and omnichannel support architectures 5. Experience with process mining, RPA, or workflow automation Success Metrics 1. Successful deployment of ServiceNow platform supporting 100%+ growth in service delivery volume 2. Improved customer satisfaction and first-contact resolution rates by 25%+ 3. Reduced average resolution times by 30%+ through process optimization and automation 4. Seamless integration enabling real-time visibility and automated escalations across Front, Middle, and Back-Office
Skills
ServiceNow, ITIL, Incident Management, Middleware, Change Management, Asset Management, Robotic Process Automation, Workflow Automation, REST, Salesforce, Customer Support
About UST
UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world’s best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients’ organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact—touching billions of lives in the process.
