Job Type: Permanent
Application Deadline: 31 July 2026
Job Description
Title Platform Architect Service Now
Department Service Now Platform Team
Location Gurgaon
Reports To Associate Director - Service Now
Level Grade 6
We’re proud to have been helping our clients build better financial futures for over 50 years. How have we achieved this? By working together - and supporting each other - all over the world. So, join our team and feel like you’re part of something bigger.
About your team
Service Now Platform Team is part of Enterprise Techhnology Services (ETS) works along with Enterprise Infrastructure Services (EIS) function. It is a growing team supporting a strategic platform that provides enterprise level solutions for managing and automating IT servies, operations and workflows across a number of departments within our organization. The Platform is widely used and embedded for IT Service Management, but it also growing rapidly to support broad range of other products like HRSD, Employee Centre, Security Operations and Vulnerabily Response Module, as well as business workflow capabilities.
About your role
As Platform Architect service now you will be responsible for defining and governing the overall architecture, strategy and scalability of the Service Now platform across the enterprise. The role ensures that all implementation, integrations and customizations align with long terms business objectives, architectural stanrdards and governance models. You will lead platform roadmap planning, upgrade strategy, security and compliance alignment, performance optimization and instance management while mentoring architects and developers.
You will be acting as a strategic advisor to IT leadership, the platform architect ensures the platform remains stable, secure, scalable and capable of supportin evolving business needs.
Key Responsibilities
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Platform Strategy & Vision
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Define and own strategic roadmap for Service now Platfrom
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Align platform capabilities with the business strategy
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Decide module adoption and how we scale up technically (ITSM, HR, IRM, Secops, CMDB etc)
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Act as a though leader and trusted advisor to HR, risk and compliance leadership on leveraging Service now for business transformation.
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Identify opportunities to enhance employeed and risk management journeys through automation, AI and analytics.
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Ensure platform scalability, compliance and alignment with Service Now best practices and governane frameworks.
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Architecture and Design governance
- Define Architectural Standards
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Ensure scalable and reusable design
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Review solution designs from architects and developers
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Approve integrations and customizations
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Control Technical Debt on the platform
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Platform Governance
- Instance Strategy (dev/test/prod architecture)
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Upgrade Planning and Impact Analysis
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Release Management Model
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Licensing optimizations
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Performance monitoring and capacity planning
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Integrations and Enterprise Alignment
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Owns integration with Azure, Monitoring tools and Security tools.
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Define API govrnance and integration patterns
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Risk, Security and Compliance
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Ensure Secure configurations
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Define access model
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Align wih IRM and Secops requirements
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Support audits and compliance
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Ensure platform data quality, process alignment and compliance with security standards.
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Process Optimization & Value Realization
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Drives process standardization and automation across HR case management, lifecycle events, policy management and risk workflows
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Measure and report on business value, adoption metrics and continuous improvement outcomes.
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Benchmark processes against industry best practices and Service now roadmap capabilities.
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Lead periordic platform reviews to ensure optimal utilization and ROI.
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Innovation and Improvement
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Evaluate new Service now capabilities (AI, Predictive intelligence, ESG, Employee experience)
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Lead HR enhnancemens and propose adoption roadmap.
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Drive data-driven decisions using performance analytics and reporting dashboard.
Experience and Qualifications Required
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Deep Service Now Architectural Knowledge. Should be Certified Technical Architect
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Strong understanding of Service Now architecture, scripting and integration methods (REST, SOAP, MID server)
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Strong Data Model understanding.
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Performance Optimization /CMDB Architecture
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Flow Designers and Atuomation knowledge.
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Strong stakeholder management and influencing skills at Sr leadership levels.
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Expertise in Agile methodologies and product lifecycle management tools Eg (JIRA etc)
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Excellent analytical, communication and problem solving skills.
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Experience integrating Service Now with HRIS (Workday) or ERM systems
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Exposure to organizational change management and adoption strategies.
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Ability to work effectively with cross-functional teams and communicate complex technical concepts to non-technical stakeholders.
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Certified System Administrator (Fundamental certification covering core Service Now platform concepts and adminstrations)
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Prior experience in managing platform roadmap, vendor engagement and COE governance.
Feel rewarded
For starters, we’ll offer you a comprehensive benefits package. We’ll value your wellbeing and support your development. And we’ll be as flexible as we can about where and when you work – finding a balance that works for all of us. It’s all part of our commitment to making you feel motivated by the work you do and happy to be part of our team. For more about our work, our approach to dynamic working and how you could build your future here, visit careers.fidelityinternational.com.
For more about our work, our approach to dynamic working and how you could build your future here, visit careers.fidelityinternational.com.
