Service Architect

Job Title: Lead Service ArchitectLocation: RemotePerm or ContractJob purposeAs the Lead Service Architect, you will spearhead the creation of high-impact service models centered on frictionless Customer Experience (CX) and Employee Experience (EX). Operating at the highest tier of service design, you will leverage the ServiceNow platform to unite a complex corporate ecosystem-including Siebel, Oracle, and Microsoft business systems-into intuitive, modern digital workflows. You will own the design, build, and test validation phases for key service delivery initiatives, ensuring that operational reliability never comes at the expense of user experience.Key ResponsibilitiesExperience-Driven Service Design (CX/EX)Design Human-Centric Workflows: Architect end-to-end service journeys that prioritize usability, speed, and self-service for both external clients (CX) and internal staff (EX).Formulate Experience Indicators: Shift traditional metrics from basic SLAs to Experience Level Agreements (XLAs) that accurately measure user satisfaction and operational friction.Unified Service Blueprints: Produce comprehensive Service Design Packages (SDPs) mapping out user touchpoints, Back End data flows, and support tiers across Legacy and modern platforms.Service Build andamp; Ecosystem IntegrationLead ServiceNow Architecture: Drive the strategic design and structural layout of the ServiceNow ecosystem (including ITOM, ITSM, Customer Service Management, and HR Service Delivery).Orchestrate ..... full job details .....