ServiceNow Lead Architect - HRSD (Techno-Functional)

We are looking for a senior ServiceNow Architect to lead enterprise HR and employee experience transformations for our Singapore clients across the public sector and large commercial enterprises. This is a techno-functional role — you own the end-to-end solution, from shaping the roadmap with C-level stakeholders to guiding hands-on configuration with your team. You are the single point of accountability for solution quality, delivery outcomes, and client confidence. This is not a back-office architect role. You lead from the front — in workshops, in steering committees, in design authorities, and on the platform itself. Responsibilities: • Articulate every HRSD capability — Case & Knowledge, Employee Document Management, Lifecycle Events, Enterprise Onboarding & Transitions, Journeys, Listening Posts, Manager Hub, HR Agent Workspace, HR Service Level Management, Performance Analytics for HR, Now Assist for HRSD — at the level of business value AND implementation detail. • Translate for the technical team. Take the same capability and break it down for developers and consultants — data model, security model, configuration path, integration touchpoints, and upgrade impact. • Own the HRSD roadmap conversation with the client — what to sequence first, what to defer, what to decommission, and why. Defend those choices in steering committees. • Own the solution architecture across multi-module, multi-phase ServiceNow transformations from discovery through hypercare. • Define the target-state platform strategy aligned to client business outcomes, ServiceNow best practice, and Singapore regulatory context (IM8, GovTech GCC where applicable). • Translate business processes in HR Service Delivery, Employee Experience, IT Service Management and beyond into clean, scalable ServiceNow designs. • Make build-vs-buy-vs-configure calls with full awareness of downstream cost, upgrade impact, and licensing implications. • Review and approve critical configuration — flows, Script Includes, integrations, security model, data model extensions. Experience: • 8+ years of hands-on ServiceNow platform experience, with at least 3 years in an architect or lead capacity. • Production implementation experience across a minimum of 5 ServiceNow products. HRSD and Employee Center Pro are mandatory (see HRSD Mastery above). • Full working knowledge of the complete HRSD product suite — not just the modules you have shipped, but the capabilities across the product that you can speak to with authority. • Ability to demo HRSD live, end-to-end, without preparation. • Demonstrable experience leading at least 2 large-scale ServiceNow transformations end-to-end — meaning 12+ month programs, multi-module, with board- or C-level visibility. • Deep fluency in Flow Designer, Integration Hub, Script Includes, Business Rules, UI Policies/Actions, GlideAjax, ACLs, and the platform data model. • Integration architecture across REST/SOAP, MID Server patterns, and common enterprise systems (Workday, SAP SuccessFactors, Microsoft 365, Entra ID, ServiceNow-to-ServiceNow). • ITIL-aligned service management thinking, and the ability to bridge HR and IT process worlds in a unified Employee Center. Required: • ServiceNow Certified System Administrator (CSA) • ServiceNow Certified Implementation Specialist – HR (CIS-HR) • At least 2 additional CIS certifications aligned to your product depth (e.g. CIS-ITSM, CIS-CSM, CIS-SAM, CIS-HAM, CIS-RC)