ServiceNow Platform Architect

AstraZeneca operates in over 100 countries and its innovative medicines are used by millions of patients worldwide.

ServiceNow Platform Architect

Macclesfield, Luton (UK)

The right focus to drive the right outcomes!

About the Role

The core component will be to play the role of the Product Owner for the ServiceNow platform interfaces & integrations such as Virtual Agents, Portals, Mobile Apps. This role will also help define the integration strategy using Integration Hub!

In collaboration with the platform owner, enterprise architect, development teams & the federated teams, ServiceNow Platform Architect engagement is tailored to provide guidance in technical success focus areas determined to be crucial in helping AstraZeneca achieve desired outcomes.

The ServiceNow Platform Architect will create and maintain a view of the existing platform, showing deep technical abilities and expertise in consultative leadership, business strategy and governance. They will also drive the DevOps team to ensure standards are maintained, solutions are found to business outcomes which make use of the Out of the Box (OOTB) functionality. They will also keep on top of the day to day operations of the platform, such as advise on coding standards and upgrades.

Key Accountabilities

You will be responsible for leading the solution design and providing architectural guidance throughout our ServiceNow engagements. Your responsibilities will include:

  • Lead the definition, design and build of ServiceNow solutions that address the challenges and objectives

  • Work within larger enterprise transformation programmes to build ServiceNow solutions that complement AstraZeneca’s transformation agenda

  • The identification of key enablers to enhance the ServiceNow platform and ensure they are implemented

  • Supervise technical debt and ensure in the long term it is removed through the strong relationship with ServiceNow

  • Managing diverse teams within an inclusive team culture where people are recognised for their contribution

  • Embody standard process architecture and development principles and apply them to how we build ServiceNow solutions

  • Establish governance processes and policies for the ServiceNow platform, ensuring compliance with internal standards, security requirements, and industry best practices.

  • Define guidelines for platform usage, customization, and integration with other systems.

  • Define and maintain the architectural design and standards for the ServiceNow platform. Ensure scalability, performance, and reliability of the platform, considering the organization’s current and future needs.

  • Oversee the implementation of new features, modules, and enhancements within the ServiceNow platform. Plan and manage platform upgrades, ensuring minimal disruption to ongoing operations.

  • Collaborate with technical teams to integrate the ServiceNow platform with other systems and applications. Define integration strategies, data exchange mechanisms, and APIs to enable seamless information flow across systems.

  • Own the design and development of the CSDM framework within the ServiceNow platform. Define the structure, relationships, and attributes of common service data entities to ensure consistency and accuracy of data across IT processes.

  • Establish governance processes and policies for the CSDM framework. Define data standards, naming conventions, and data quality requirements. Ensure compliance with internal data management standards and industry best practices.

  • Engage with partners, including IT teams, process owners, and data owners, to understand their requirements and ensure the CSDM meets their needs. Collaborate with partners to identify data sources, data mappings, and data dependencies.

  • Define and implement data quality management processes to ensure the accuracy, completeness, and consistency of data within the CSDM framework. Supervise and address data quality issues, establish data governance controls, and stay in sync with data privacy and security regulations.

  • Will be responsible for security compliance & administration of the platform (including data archival strategy, data encryption etc.)

  • Own the development of innovative market solution offerings based on the ServiceNow platform

  • Define and maintain technical governance, principles, standards, and policies to support our delivery capability

Environment and platform health

  • Guides ServiceNow Platform design, including considerations for integration and performance

  • Assesses architecture and solution designs to support the objectives including alignment with ServiceNow implementation standard processes

  • Offers mentorship on prototyping and accelerating time from design to deployment

  • Provides technical mentorship

  •  in platform development and platform-wide solutions

  • Advises on configuration and coding standards

  • Supports remediation of configurations not aligned to ServiceNow standard methodologies

  • Assesses instance health (performance, manageability, usability, scalability, upgradability, and security) by conducting ServiceNow HealthScan

  • Will be responsible for running the Technical Design Authority Board

Suitable candidates should have the following experience:

  • Demonstrable experience in the delivery of large-scale technology transformation projects

  • Solid understanding and experience with the ServiceNow platform, particularly in data modeling and configuration. Certification in ServiceNow administration and related areas is highly desirable.

  • In-depth understanding of data management principles, data modeling techniques, and data governance practices. Familiarity with IT service management (ITSM) and ITIL processes.

  • Proficiency in data modeling concepts and relational databases.

  • Experience with ETL (Extract, Transform, Load) processes and data integration

  • Ability to analyze sophisticated data requirements and business processes, identify gaps, and propose effective solutions using the ServiceNow platform. Strong problem-solving and troubleshooting skills.

  • Demonstrable understanding of the wider IT infrastructure and how it works with ServiceNow

  • Solid understanding of the ServiceNow platform and how it all joins up, in particular a good grasp of the data model

  • Demonstrated ability to work in a fast paced, meaningful, and varied environment

  • Understanding of Scrum (Agile) development process

  • Understanding of Architectural frameworks e.g., TOGAF 9+, IT4IT

  • Certified ITIL v4 Foundation or higher certifications

  • ServiceNow Certified System Administrator

  • ServiceNow Certified Implementation Specialist (in relevant product(s))


Here our work has a direct impact on patients – transforming our ability to develop life-changing medicines. We empower the business to perform at its peak and lead a new way of working, combining innovative science with leading digital technology platforms and data. All with a passion to impact lives through data, analytics, AI, machine learning and more. Join us at a crucial stage of our journey in becoming a digital and data-led enterprise. Make the impossible possible by building partnerships and ecosystems, creating new ways of working and driving scale and speed to deliver exponential growth. Focused and committed, and backed with the investment to succeed, we’re driving cross-company change to disrupt the entire industry.


AstraZeneca is a global, innovation-driven BioPharmaceutical business that focuses on the discovery, development and commercialisation of prescription medicines for some of the world’s most serious disease. But we’re more than one of the world’s leading pharmaceutical companies.

At AstraZeneca, we 're dedicated to being a Great Place to Work. Where you are empowered to push the boundaries of science and unleash your entrepreneurial spirit. There’s no better place to make a difference to medicine, patients and society. An inclusive culture that champions diversity and collaboration. Always committed to lifelong learning, growth and development.


If reading the above has tickled your senses and you’re ready to join us, hit the apply button, and we look forward to reviewing your application soon.

Competitive salary & benefits offered

AstraZeneca embraces diversity and equality of opportunity. We are committed to building an inclusive and diverse team representing all backgrounds, with as wide a range of perspectives as possible, and harnessing industry-leading skills. We believe that the more inclusive we are, the better our work will be. We welcome and consider applications to join our team from all qualified candidates, regardless of their characteristics. We comply with all applicable laws and regulations on non-discrimination in employment (and recruitment), as well as work authorization and employment eligibility verification requirements.

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