A good ServiceNow architect possesses a combination of technical expertise, strategic thinking, and effective communication skills. Here are some key qualities and skills that contribute to making a good ServiceNow architect:

Technical Proficiency:

  • ServiceNow Platform Knowledge: A good architect should have in-depth knowledge of the ServiceNow platform, including its various modules, components, and functionalities.
  • Scripting and Development Skills: Proficiency in JavaScript, GlideScript, and other scripting languages used in ServiceNow is crucial for customizations and development.
  • Integration Skills: Experience in integrating ServiceNow with other systems using REST, SOAP, and other integration methods is essential.
  • Data Modelling and CMDB: Strong understanding of data modelling principles and configuration management database (CMDB) implementation.

ServiceNow Certifications:

  • Certifications: ServiceNow offers various certifications for different roles, including System Administrator, Implementation Specialist, and Application Developer. A good architect often holds relevant certifications to demonstrate their expertise.

ITIL Knowledge:

  • ITIL Framework: Understanding of ITIL (Information Technology Infrastructure Library) practices is important, as ServiceNow is often used to implement IT service management processes aligned with ITIL.

Problem-Solving Skills:

  • Analytical Thinking: The ability to analyse complex business requirements and translate them into effective ServiceNow solutions.
  • Troubleshooting: Proficiency in identifying and resolving issues in ServiceNow configurations and customizations.

Communication Skills:

  • Stakeholder Communication: A good architect must effectively communicate with technical and non-technical stakeholders, understanding their needs and translating them into technical solutions.
  • Documentation: Strong documentation skills to create clear and comprehensive documentation for configurations, customizations, and processes.

Project Management Skills:

  • Project Planning: Ability to plan and manage ServiceNow implementation projects, ensuring that they are completed on time and within budget.
  • Resource Management: Efficiently allocate resources, including development teams and infrastructure, to meet project goals.

Continuous Learning:

  • Stay Updated: ServiceNow regularly releases updates and new features. A good architect stays informed about the latest developments within the ecosystem and incorporates them into their knowledge base.

Leadership and Collaboration:

  • Team Collaboration: Collaborate effectively with development teams, administrators, and other stakeholders to ensure the successful implementation of ServiceNow solutions.
  • Leadership Skills: Provide leadership in guiding teams through the ServiceNow implementation process and making decisions that align with organizational goals.

Business Acumen:

  • Understanding Business Processes: The ability to understand and align ServiceNow solutions with the broader business objectives of the organization.


  • Adapt to Change: The IT landscape is constantly evolving. A good ServiceNow architect is adaptable and can adjust to changes in technology and business requirements.

Customer-Focused Mindset:

  • Customer Satisfaction: Prioritise customer satisfaction by ensuring that ServiceNow solutions meet the needs of end-users and stakeholders.

Overall, a successful ServiceNow architect combines technical expertise with effective communication, leadership, and problem-solving skills to deliver solutions that align with organizational objectives. Continuous learning and staying current with ServiceNow advancements are crucial for long-term success in this role.