ServiceNow Platform Architect

ServiceNow Platform Architect

Location: Abu Dhabi (Onsite)
Employment Type: Permanent

About Kaptius

Kaptius is a rapidly growing ServiceNow Partner, delivering high-impact digital transformation initiatives across enterprise and public sector organisations. We specialise in helping customers maximise value from the ServiceNow platform through strong architecture, best-practice implementations, and long-term platform maturity.

As our footprint in the UAE continues to grow, we are looking for an experienced ServiceNow Platform Architect to lead architectural design, guide delivery teams, and act as a trusted advisor to our customers.

Role Summary

The ServiceNow Platform Architect is responsible for defining, owning, and governing end-to-end ServiceNow architecture across customer environments. This role provides architectural leadership across multiple ServiceNow modules, with a strong emphasis on IT Asset Management (ITAM) — particularly Hardware Asset Management (HAM) and Software Asset Management (SAM).

You will set architectural standards and guardrails, ensure solutions are scalable and secure, and work closely with delivery teams, customers, and partners to translate business needs into robust ServiceNow solutions. This is a senior, hands-on role suited to an architect on a CTA pathway who enjoys shaping platforms, mentoring others, and driving long-term value.

Key Responsibilities

• Own and lead ServiceNow platform architecture and roadmap, aligned to customer business and IT strategy, including ITAM (HAM & SAM), ITOM and core ITSM.
• Translate business and technical requirements into solution designs, data models, and integration patterns, prioritising out-of-the-box capability.
• Produce and maintain architecture designs, solution documents, and diagrams for both new and existing implementations.
• Act as design authority across engagements, reviewing configurations and customisations to ensure adherence to standards and best practice.
• Guide, mentor, and support developers and administrators through design reviews, code reviews, and delivery cycles.
• Own or contribute to CMDB and operations architecture, including discovery, service mapping, and operational visibility.
• Design and govern integrations between ServiceNow and enterprise systems such as inventory, monitoring, procurement, and finance platforms.
• Contribute to platform governance, including design forums, change control, and reuse of shared components.
• Partner with security and risk teams to ensure roles, access models, and integrations meet security and compliance requirements.
• Lead and facilitate customer workshops, roadmap sessions, and solution demos, clearly articulating options, trade-offs, and risks.
• Identify opportunities to expand platform usage, particularly ITAM adoption across business units, feeding these into backlogs and roadmaps.
• Support pre-sales activities, including solution shaping, estimation, and technical assurance where architectural input is required.

Experience Required

• Strong hands-on experience designing and delivering ServiceNow solutions in an Architect or Technical Lead capacity.
• Proven experience implementing and extending ITAM capabilities, with practical use of HAM and SAM for lifecycle management and compliance.
• Broad exposure to ServiceNow products beyond ITSM, such as ITOM, HRSD, CSM, or SecOps.
• Experience working in consulting or enterprise environments, collaborating with cross-functional teams and external partners.
• Track record of engaging directly with business stakeholders to shape requirements, processes, and operating models.
• Experience leading and mentoring ServiceNow developers and administrators.
• Familiarity with Agile delivery and ITIL-based service management practices.

Skills & Capabilities

• Deep understanding of ServiceNow platform architecture, configuration, and scripting.
• Strong knowledge of IT Asset Management processes, including lifecycle, contracts, entitlement, and compliance.
• Ability to design end-to-end workflows, data models, and integrations that are scalable and supportable.
• Solid understanding of CMDB concepts, discovery approaches, and operations/event management.
• Experience designing integrations using REST APIs and web services.
• Excellent communication and presentation skills, able to explain complex designs to both technical and non-technical audiences.
• Confident workshop facilitator, capable of presenting options with clear pros and cons.
• Collaborative mindset with a passion for mentoring and knowledge shari

Job Types: Full-time, Permanent