Solution Architect (ServiceNow & Integrations) - Fixed Term Contract (12 Months)

IFS is a billion-dollar revenue company with 7000+ employees on all continents. Our leading AI technology is the backbone of our award-winning enterprise software solutions, enabling our customers to be their best when it really matters–at the Moment of Service™. Our commitment to internal AI adoption has allowed us to stay at the forefront of technological advancements, ensuring our colleagues can unlock their creativity and productivity, and our solutions are always cutting-edge.

At IFS, we’re flexible, we’re innovative, and we’re focused not only on how we can engage with our customers but on how we can make a real change and have a worldwide impact. We help solve some of society’s greatest challenges, fostering a better future through our agility, collaboration, and trust. We celebrate diversity and understand our responsibility to reflect the diverse world we work in. We are committed to promoting an inclusive workforce that fully represents the many different cultures, backgrounds, and viewpoints of our customers, our partners, and our communities.

As a truly international company serving people from around the globe, we realize that our success is tantamount to the respect we have for those different points of view. By joining our team, you will have the opportunity to be part of a global, diverse environment; you will be joining a winning team with a commitment to sustainability; and a company where we get things done so that you can make a positive impact on the world.

We’re looking for innovative and original thinkers to work in an environment where you can #MakeYourMoment so that we can help others make theirs. With the power of our AI-driven solutions, we empower our team to change the status quo and make a real difference. If you want to change the status quo, we’ll help you make your moment. Join Team Purple. Join IFS.

The Solution Architecture team within IT Delivery defines, governs, and communicates end-to-end business and technical solution designs for IFS. We act as a bridge between business capability needs and technical implementation, ensuring solutions align with enterprise standards, security, and operational excellence.

This role is focused on ServiceNow as a strategic platform for service management and customer service workflows, and on the integrations that connect ServiceNow to the wider enterprise ecosystem (Salesforce Service Cloud, Azure DevOps, P2 Central, P2 Store, and the Qbyte knowledge base).

You will own architecture decisions and integration contracts, guide delivery teams through design and implementation, and ensure solutions are resilient, observable, and supportable in production. You will work closely with Service Operations, Security, Product Owners, and Engineering teams across geographies.

Our Senior Solution Architects lead the design of scalable ServiceNow solutions and integrations, balancing speed of delivery with long-term maintainability, governance, and a high-quality customer and employee experience.

Role summary

As a Senior Solution Architect (ServiceNow & Integrations) - Fixed Term Contract (12 Months), you will own end-to-end solution architecture for ServiceNow capabilities and their integrations across a multi-system service ecosystem. The role requires strong ServiceNow platform expertise plus deep integration experience spanning ServiceNow, Salesforce Service Cloud, Azure DevOps, and internal platforms including P2 Central, P2 Store, and the Qbyte Wiki/knowledge base.

You will lead architecture definition, integration design, and governance for service-related processes such as tenant provisioning triggers, case/work item synchronization, file/attachment handling, customer communications (email-to-case), and service feedback (SurveyVista). You will ensure solution quality, security, operability, and long-term maintainability—while enabling delivery teams with clear patterns, standards, and implementation guidance.

Key responsibilities

• Own solution architecture for ServiceNow-driven initiatives and related integrations across the service ecosystem.
• Translate business needs into high-quality solution designs (HLD/LLD), integration contracts, and delivery-ready specifications.
• Define target architecture, principles, and patterns (integration, data ownership, security, observability), and ensure consistent application across initiatives.
• Lead architecture governance: design authorities, peer reviews, risk/issue mitigation, and technical decision records.
• Architect ServiceNow solutions using platform best practices (data model, access controls, performance, maintainability).
• Design and guide implementation for workflows using Flow Designer, scripting where required, and automation patterns suitable for enterprise scale.
• Drive platform quality: upgrade readiness, non-functional requirements, monitoring/alerting, and operational runbooks.
• Design secure, resilient integrations using REST/SOAP APIs, event/webhook patterns, and integration best practices.
• Leverage ServiceNow Integration Hub (spokes, actions, subflows) and MID Server approaches where needed for secure connectivity.
• Define interface contracts, error models, data mapping, throughput expectations, and operational support model for each integration.
• Partner with engineering teams to implement and validate integrations end-to-end, including testing strategy and production cutover planning.
• Provide architectural guidance for coexistence and/or migration scenarios involving Salesforce Service Cloud and ServiceNow.
• Ensure correct handling of Email-to-Case patterns and behaviours, including attachment capture and visibility.
• Architect and govern integrations between ServiceNow and Azure DevOps for case/work item synchronization and delivery transparency.
• Own solution design for integrations involving P2 Central and P2 Store.
• Ensure architecture decisions, integration specs, and operational runbooks are captured and maintained in the agreed knowledge system.
• Work closely with Product Owners, Service Operations, Delivery, Security, and Platform teams to drive alignment and delivery outcomes.
• Mentor Solution Architects/BSAs/developers in platform and integration best practices.

Qualifications

Required experience

• 7+ years in solution architecture / technical leadership roles within enterprise environments.
• 3–5+ years hands-on ServiceNow experience (architecture, implementation, and/or platform engineering).
• Proven track record designing and delivering complex system integrations.
• Demonstrable experience working with or around Salesforce Service Cloud.
• Experience integrating with Azure DevOps and working in Agile/DevOps delivery models.

Must-have skills

• ServiceNow (core) Now Platform architecture fundamentals; security model and data modelling.
• Integrations (core) API design (REST/SOAP), authentication/authorization, and secure secret management.
• Salesforce (required working knowledge) Case lifecycle and service operations concepts.
• Azure DevOps (required) Work item concepts, APIs, and integration triggers/webhooks.
• Domain platforms (required for this role) P2 Central and P2 Store functional integration needs.

Preferred qualifications & certifications

• ServiceNow CSA (Certified System Administrator).
• ServiceNow CIS-ITSM (or module-specific CIS relevant to your scope).
• ServiceNow CAD (Certified Application Developer).
• Salesforce Admin / Platform App Builder / Platform Developer (nice to have).
• Azure Fundamentals (AZ-900) or equivalent cloud foundation knowledge.
• ITIL Foundation (useful in ITSM/CSM contexts).
• TOGAF (nice to have) or equivalent architecture framework experience.

Personal attributes

• Strong architectural reasoning and ability to simplify complexity into pragmatic, supportable solutions.
• High ownership, delivery focus, and comfort operating across ambiguity.
• Excellent communication and stakeholder management across business and technical audiences.
• Quality mindset (security, performance, operability) and “build it like you’ll run it” approach.

We embrace flexibility and hybrid work opportunities to support diverse needs and lifestyles, while also valuing inclusive workplace experiences. By fostering a sense of community, we drive innovation, strengthen connections, and nurture belonging. Our commitment ensures you can work in a way that suits you best, while also engaging with colleagues to share ideas and build meaningful relationships.