ServiceNow Solutions Architect

Role: ServiceNow Solutions Architect 

Location: Dallas, TX (Preferred) | Hybrid / US Remote

Work Authorization: No Restrictions.

ServiceNow Solutions Architect to lead and execute a large‑scale ITSM, ITOM & AI transformation aligned to an enterprise roadmap.

Responsibilities

• Own end‑to‑end ServiceNow solution architecture across ITSM, CMDB/CSDM, ITOM, SecOps, Employee Center, and Virtual Agent
• Translate business outcomes into scalable, OOTB‑first platform designs
• Lead ITSM transformation with measurable ROI (MTTR, SLA compliance, automation, change success)
• Drive CMDB and service modeling to enable service‑aware operations
• Design and govern AI / Now Assist and automation adoption
• Be hands‑on in delivery: design reviews, build guidance, testing, and go‑live support

Qualifications

• 10+ years ITSM/ITOM/ITAM experience, 6+ years ServiceNow
• Strong expertise in Incident, Problem, Change, Request, and Major Incident Management
• Proven experience with CMDB, CSDM, and Service Mapping
• Experience with Virtual Agent, Employee Center, AI/automation
• Ability to balance strategy and execution

Nice to Have

• ServiceNow certifications (CTA, CMA)
• Experience with observability integrations and KCS practices