A leading Australian organisation is looking for a ServiceNow Architect to play a key role in a major scams and fraud prevention program.

This is a hands-on ServiceNow architecture role focused on translating complex business processes into scalable ServiceNow solutions. The setting has a strong focus on CSM, workflow design, integrations, reporting, notifications, security and case lifecycle management.

The organisation is building more ServiceNow capability internally and needs someone who can act as a technical design authority, work closely with business/process owners, guide implementation teams, and make sensible decisions around out-of-the-box ServiceNow capability versus custom design.

This is not a pure governance or oversight role. You will need to be comfortable getting into the detail of how ServiceNow should be configured, integrated and implemented.

The role

You will work on a high-impact scams and fraud prevention program where ServiceNow will support complex complaint and case workflows.

The business problem involves multiple internal and external parties, different workflow states, SLAs, evidence requirements, notifications and reporting needs. Your role will be to understand the process, shape the ServiceNow design, and guide the delivery team through implementation.

The ideal person will have strong ServiceNow architecture experience and the ability to design complex workflows, case lifecycles and integrations within the platform.

Key responsibilities

- Act as the ServiceNow technical design authority across a major transformation program
- Work with process owners and business stakeholders to understand complex operational workflows
- Translate business requirements into scalable ServiceNow architecture and technical design
- Design workflows, states, SLAs, notifications, escalations, reporting and security models
- Support CSM and case lifecycle design,



including multi-party case workflows where required
- Assess when to use out-of-the-box ServiceNow capability versus custom configuration or development
- Define integration patterns using Integration Hub, REST/SOAP APIs and other enterprise integration methods
- Guide implementation teams across configuration, development, portals, workspaces and integrations
- Ensure ServiceNow solutions are secure, maintainable and aligned with platform best practice
- Reduce unnecessary customisation and improve long-term platform sustainability

Skills and experience

- Strong ServiceNow architecture, solution design or senior technical consulting experience
- Strong understanding of ServiceNow workflows, case lifecycles, SLAs, notifications, reporting and security
- Experience with ServiceNow CSM, Customer Service Management or complex case management
- Experience with ServiceNow integrations, including REST/SOAP APIs, Integration Hub or similar
- Strong platform knowledge across areas such as Flow Designer, Business Rules, Script Includes, ACLs, UI Policies, Service Portal, Workspace or UI Builder
- Ability to work with business stakeholders and process owners to shape requirements into practical technical designs
- Experience guiding implementation teams or acting as a technical design authority
- Strong communication skills and the ability to explain design decisions clearly

Why this role

This is a strong opportunity for a ServiceNow Architect who wants to own meaningful design work rather than sit in a purely advisory role.

You will be close to the business problem, working on a high-impact program with complex workflow, integration, reporting and platform design challenges.

The role would suit someone from a vendor, consultancy or large enterprise ServiceNow environment who wants to move into a permanent internal architecture role with real ownership.

Permanent, hybrid model - Circa $220,000 package. Sydney or Melbourne.

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📌 ServiceNow Architect (Melbourne)
🏢 Lanson Partners
📍 Melbourne