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Role Summary

We are looking for a highly experienced ServiceNow Platform Architect to drive platform leadership across ITSM, Virtual Agent, newer AI capabilities and ITOM, with accountability for solution design oversight, go-live readiness, and transition to operational support teams.

The successful candidate will bring a blend of technical architecture expertise, platform leadership, and stakeholder management capability, with proven experience in ServiceNow implementations across multi-vendor and distributed delivery teams.

Key Responsibilities

- Provide architectural oversight for the design and implementation of Flow Designer workflows and IntegrationHub spokes at enterprise scale.
- Govern platform configuration across modules, ensuring alignment to architecture, quality, and compliance standards.
- Own go-live readiness activities, including delivery checkpoints, risk management, and transition to operational teams.
- Establish and run stakeholder review sessions.
- Manage a multi-vendor platform programme, ensuring alignment across delivery partners and internal teams.
- Facilitate executive and senior stakeholder workshops to drive alignment on platform direction and priorities.
- Produce and maintain Architecture Decision Records (ADRs) to support platform governance and design traceability.
- Guide integration design between ServiceNow and cloud/monitoring platforms such as Azure Monitor.
- Support operational excellence by aligning delivery outcomes with SRE principles and managed services runbook standards.

Must-Have Skills / Experience

- Active ServiceNow CSA and CIS certifications across ITSM, Virtual Agent, and ITOM.
- Strong hands-on experience architecting and delivering Flow Designer workflows and IntegrationHub spokes.
- Demonstrated accountability for module configuration oversight, go-live readiness, and handoff to operational teams.




- Strong delivery management capability, including governance, risk tracking, milestone management, and stakeholder reporting.
- Experience managing multi-vendor delivery models and complex programme structures.
- Strong communication and facilitation skills, with the ability to engage senior and executive stakeholders.
- Experience working in a FMCG workplace.

Positive-to-Have Skills / Experience

- Exposure to Azure cloud infrastructure and integration design patterns.
- Familiarity with Azure Monitor, DataDog, or similar observability platforms.
- Experience managing offshore delivery teams and coordinating distributed teams across multiple pods.
- Understanding of Site Reliability Engineering (SRE) principles.
- Experience working within a managed services environment.
- Familiarity with operational runbook standards and service transition practices.

Professional Attributes

- Strong leadership and decision-making capability.
- Excellent stakeholder management and communication skills.
- Ability to operate effectively in complex, fast-paced delivery environments.
- Strong governance mindset with attention to quality, risk, and operational sustainability.
- Collaborative approach to working across business, technical, and vendor teams.

Experience Level

- Extensive experience in ServiceNow platform delivery, architecture, and governance
- Experience in FMCG and managed services environments preferred

Benefits of working at Accenture:

· 18 weeks paid parental leave

· Long & short-term career break opportunities

· Structured career development program

· Local and international career opportunities.

· Certified as a Family Inclusive Workplace™

· Flexible Work Arrangements - centered around Accenture’s Truly Human ethos and our commitment to supporting the health and wellbeing of our people.

· We are proud to be in the top 3 of last year’s Diversity & Inclusion Index

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All our consulting professionals receive comprehensive training covering business acumen, technical and professional skills developmen

📌 ServiceNow Platform Architect: ITSM, ITOM (Melbourne)
🏢 Accenture
📍 Melbourne