ServiceNow Technical Architect (Preferred CSM and ITSM)

Role Name: ServiceNow Technical Architect (Preferred CSM and ITSM)

Location: Remote/Bay Area-Onsite (Please submit locals for onsite role)

Type: Contract

Role Overview:

We are seeking an experienced ServiceNow Technical Architect support Clients strategic initiative of migrating multiple custom-built enterprise applications to the ServiceNow platform. The SME will be responsible for leading functional and architectural solutioning discussions, assessing feasibility of migration, aligning custom app capabilities to appropriate ServiceNow modules, and driving value-based solution proposals across domains such as WSD, CSM, FSM, Knowledge Management, Custom App Engine, HRSD, SPM/PPM, and others.

This role demands a blend of deep ServiceNow platform expertise, presales solutioning capability, and the ability to engage senior stakeholders to define a unified modernization roadmap on ServiceNow.

Key Responsibilities:

1. Technical Solutioning & Client Engagement

➢ Lead technical and discovery workshops with functional and technical stakeholders to understand business objectives and existing custom app functionalities.

➢ Identify ServiceNow platform modules and capabilities that best align with the client’s custom apps and business processes.

➢ Develop solution and technical blueprints, fit-gap analyses, and migration approaches to rationalize legacy/custom apps into ServiceNow.

➢ Present ServiceNow solution options, architecture, and value propositions to business and IT executives.

3. Platform Architecture & Integration Strategy

➢ Collaborate with architects to define high-level technical architecture, data models, and integration patterns with Client’s enterprise ecosystem (e.g., Identity, Cloud, and Analytics platforms).

➢ Define migration and modernization frameworks leveraging ServiceNow capabilities such as Flow Designer, IntegrationHub, App Engine Studio, and Automation Engine.

➢ Recommend strategies for reusability, scalability, and performance optimization.

4. Proposal Development & Estimation

➢ Support the creation of solution proposals, effort estimates, implementation roadmaps, and business cases for migrating multiple apps to ServiceNow.

➢ Collaborate with delivery and COE teams to define phased implementation plans and value realization models.

5. Thought Leadership & Governance

➢ Serve as the primary SME for the ServiceNow migration program, guiding both client and internal teams on platform best practices and governance.

➢ Contribute to ServiceNow solution accelerators, reference architectures, and reusable migration templates.

➢ Advise on licensing, instance strategy, and performance testing considerations.

Required Skills & Experience:

➢ 12+ years of overall experience in ServiceNow ecosystem, architecture, consulting roles.

➢ Proven experience in ServiceNow migration or modernization projects, especially from legacy or custom applications.

➢ Strong understanding of multiple ServiceNow product lines:

➢ Core Platform (CMDB, Flow Designer, IntegrationHub)

➢ CSM, FSM, WSD, SPM/PPM, Knowledge, and App Engine Studio.

➢ Ability to perform functional and technical mapping from existing apps to ServiceNow capabilities.

➢ Presales acumen — ability to design and articulate compelling solution narratives, ROI, and architecture decks.

➢ Excellent client-facing, presentation, and communication skills.

➢ Experience working in large-scale enterprise or hyperscaler environments is highly desirable.

Preferred Qualifications:

➢ ServiceNow Certified System Administrator (CSA) – mandatory.

➢ ServiceNow Certified Implementation Specialist (CIS) certifications in at least two modules (e.g., HRSD, CSM, SPM, App Engine).

➢ ServiceNow Certified Application Developer (CAD) preferred.

➢ Background in consulting or presales roles for large digital transformation programs.

Soft Skills:

➢ Strategic mindset with strong analytical and solution-oriented thinking.

➢ Excellent stakeholder engagement and executive communication skills.

➢ Ability to work independently onsite and coordinate across multiple workstreams.

➢ Comfortable with ambiguity and capable of shaping structured outcomes from open-ended discussions.