Solution Architect | ServiceNow

About the role

Datacom is driving a major move of its internal IT service management environment onto ServiceNow. This role calls for an experienced ServiceNow Solution Architect to shape the end-to-end migration, including the future-state architecture, integration design, data movement approach, and delivery of a platform that is secure, scalable, and aligned to business needs.

As the technical lead for the initiative, you will turn business objectives into a practical ServiceNow design, put strong governance and delivery standards in place, and work closely with teams across IT operations, security, HR, finance, and applications to ensure the transition is smooth and causes minimal disruption.

What you'll be responsible for

• Designing the target architecture for ServiceNow across ITSM, ITOM, ITBM, and any additional modules required, including the data model, CMDB structure, security controls, tenancy approach, and scalability.
• Leading the migration plan from discovery through mapping, ETL, testing, cutover, and rollback preparation.
• Planning and overseeing integrations such as REST and SOAP services, MID Server, LDAP/SSO, event feeds, and third-party systems, while recommending the best integration and middleware patterns.
• Providing direction on configuration and custom development, including scoped application strategy, JavaScript standards, update set handling, source control, CI/CD, and release processes.
• Setting up platform governance, development rules, coding conventions, and testing and quality assurance practices.
• Working with product owners, service teams, and senior stakeholders to refine priorities, run workshops, and convert requirements into workable solutions.
• Coaching delivery teams and contractors, reviewing technical solutions, and assessing architecture risk and performance impacts.
• Supporting the selection of external vendors or partners and managing technical relationships where outside delivery is involved.
• Making sure the solution remains aligned with security, compliance, and change-control expectations.

What we're looking for

• Hands-on experience as a ServiceNow Solution Architect, especially on enterprise migrations or large platform rollouts.
• Strong practical knowledge of ServiceNow modules such as ITSM, CMDB/Discovery, ITOM, and ITSM integrations.
• Experience with data migration work, including discovery tools, mapping, transformation, reconciliation, and validation.
• Solid integration architecture capability across REST, SOAP, MID Server, LDAP/SSO, webhooks, and messaging patterns.
• Relevant ServiceNow certifications such as CSA or above; CIS and CIS-ITOM are an advantage, along with strong ITIL and enterprise process understanding.
• Excellent communication, workshop facilitation, and stakeholder management skills, with the ability to influence senior leaders and technical audiences.
• Experience creating governance models, CI/CD practices, and source-control approaches for ServiceNow development.
• At least 7 years of experience in enterprise architecture or solution architecture roles, with demonstrated business outcomes from platform change.
• Nice-to-have exposure to ServiceNow Discovery, Orchestration, Event Management, or HR Service Delivery.
• Previous experience in a large systems integrator, managed service provider, or enterprise IT environment.
• Familiarity with cloud platforms such as AWS or Azure, plus security and compliance frameworks.

Why Datacom

Datacom is one of the largest information technology professional services providers across Australia and New Zealand. The company has kept the energy and flexibility of a smaller business, with a culture shaped by its people.

Team members are supported with a range of benefits, including social events, relaxed breakout spaces, remote working, flexible hours, and professional development courses. The workplace is designed to help people learn, grow their careers, collaborate, and bring their authentic selves to work in a respectful, flat-structured environment.

The business works at the leading edge of technology, supporting major enterprise organisations in Australia and New Zealand as they tackle complex problems and explore new opportunities. Datacom also emphasises inclusion, support, and a friendly workplace for everyone.

Additional information

This role sits within an agile environment, so priorities and responsibilities may evolve as business, technology, and stakeholder needs change.