Solution Architect ServiceNow

Role: Solution Architect ServiceNow

Contract Type: Full-time, Permanent

Location: Sunbury-upon-Thames, London, or Livingston (Kinly operate a hybrid working model, allowing for a mix of home and office working), but you will be expected to be on site at least 1 day per week in one of these locations

Salary: Excellent salary (dependent on experience), plus bonus and company benefits

**Please note we will not be engaging any recruitment agency for this hire**

Kinly is a unified global leader in collaboration, systems integration, and managed services. We focus on transforming workspaces, simplifying complexity, and empowering people. Our in-house expertise includes AI-powered room monitoring, 24/7 support, and a unique enterprise service layer, enabling us to operate with even greater agility, efficiency, and precision.

As we continue to grow and expand, we have a new opportunity for a proven ServiceNow Solution Architect, who will be responsible for focusing on process and system optimisation and on supporting and improving our consolidated current and new application landscape.

You’ll collaborate with a team of colleagues, designing, implementing, and maintaining the landscape. Your expertise will focus on the ServiceNow Customer Service Management application; including case management, advanced work assignment, virtual agent, chatbots, knowledge management, SLA & entitlements, CSM/FSM workspace, customer service portal & mobile app.

Moreover, you will be responsible for delivering customer integrations as well as supporting internal business integrations.

Other applications on the platform where experience is preferred are Field Service Management (FSM), IT Service Management (ITSM) and Strategic Portfolio Management (SPM).

You will work closely with key users to identify, specify, and implement system enhancements and with your analytical mindset and strong communication skills, you’ll drive meaningful change through well-founded and convincing solutions.

Key responsibilities:

• Support the adoption and expansion of ServiceNow CSM, FSM, ITSM & SPM across Kinly

• Continuously enhance the existing ServiceNow applications

• Develop automations and support system integrations

• Create innovative solutions to drive efficiencies for business stakeholders

• Manage and coordinate technical projects

Skills and experience:

Functional

• Strong expertise and an understanding of customer service business processes

• Skilled in requirements analysis, functional and technical design, testing, and agile methodologies

• Strong analytical and problem-solving abilities

• Knowledge of ITIL (preferred)

Technical

• Proven expertise as an ServiceNow Application Manager or Consultant

• Advanced knowledge of client and server-side scripting, workflows/flows, integration hub & Access control lists and policies

• NowAssist skill building

• Excellent understanding of JavaScript scripting within ServiceNow

• Understanding of JSON and XML

• Good experience with either UI Builder or mobile app development in ServiceNow

• Knowledge of the ServiceNow table API and creating scripted APIs.

• Willing to work outside regular hours, be on standby periodically, and travel internationally as needed

If you are selected for interview, and need any reasonable adjustments made for your interview, please let the Talent Acquisition team know, at the point of scheduling.

If you do require details of the vacancy or the application process in an alternative format, please email jobs@kinly.com outlining your requirements.

Equal Opportunities:

Kinly is committed to providing equal opportunities in employment, all qualified applicants will receive consideration for employment without regard to sex, age, gender identity, pregnancy, colour, race, national origin, sexual orientation, disability, religion or any other ‘protected characteristics. We welcome your application.