Senior ServiceNow Architect – ITSM/ITOM & AI

Senior ServiceNow Architect – ITSM/ITOM & AI

Location: Grand Rapids, MI
Work Arrangement: Onsite
Duration: 6 months
Employment Type: Contract / Direct Hire

Job Summary

We are seeking a Senior / Lead ServiceNow Architect / SME with strong enterprise-level experience designing and implementing ServiceNow Now Platform solutions.

The ideal candidate will have deep expertise across ITSM, ITOM, CMDB, ServiceNow development, integrations, platform architecture, and ServiceNow AI/automation.

This role requires someone who can own enterprise-wide architecture, lead ITSM/ITOM modernization, establish CMDB governance, design complex integrations, and implement AI-driven Service Operations solutions.

Key Responsibilities

• Architect scalable, enterprise-wide ServiceNow Now Platform solutions and target-state architecture.

• Lead ITSM and ITOM modernization initiatives.

• Design and implement solutions across CMDB, Service Catalog, Integration Hub, Flow Designer, and Service Portal.

• Work with ServiceNow AI capabilities including Now Assist, Generative AI, Predictive Intelligence, NLU Virtual Agent, Agent Assist, and AIOps.

• Establish and maintain CMDB governance and platform architecture standards.

• Develop complex ServiceNow applications using JavaScript, GlideRecord, Script Includes, Business Rules, Client Scripts, UI Policies, and UI Actions.

• Design and manage integrations using REST/SOAP, Integration Hub, and MID Server.

• Implement ServiceNow security using OAuth, SSO, ACLs, and Domain Separation.

• Lead end-to-end ServiceNow platform deployments, upgrades, integrations, and modernization initiatives.

• Partner with business stakeholders, architects, developers, and technical teams to define scalable solutions.

• Provide architecture governance and technical guidance across ServiceNow implementations.

• Support Performance Analytics and Automated Test Framework (ATF) initiatives.

• Provide technical leadership within Agile/Scrum delivery teams.

Required Skills

• Senior-level ServiceNow Architecture / SME experience.

• Enterprise-wide ServiceNow / Now Platform architecture experience.

• Strong ITSM and ITOM experience.

• Hands-on experience with:

  • Discovery

  • Service Mapping

  • Event Management

  • CMDB

  • Service Catalog

  • Integration Hub

  • Flow Designer

  • Service Portal

• Strong ServiceNow development and scripting experience:

  • JavaScript

  • GlideRecord

  • Script Includes

  • Business Rules

  • Client Scripts

  • UI Policies / UI Actions

• Strong ServiceNow integration experience:

  • REST

  • SOAP

  • MID Server

  • OAuth

  • SSO

• ServiceNow security experience with ACLs and Domain Separation.

• Hands-on experience with ServiceNow AI and automation, including one or more of:

  • Now Assist

  • Generative AI

  • Predictive Intelligence

  • NLU Virtual Agent

  • Agent Assist

  • AIOps

• Experience with CMDB governance and enterprise platform standards.

• Experience leading complex, end-to-end ServiceNow implementations.

Preferred Skills

• Performance Analytics

• Automated Test Framework (ATF)

• Agile / Scrum leadership

• ServiceNow platform upgrades and modernization

• Enterprise integration architecture

Ideal Candidate

We are specifically looking for candidates with the combination of:

Enterprise ServiceNow Architecture + ITSM/ITOM Modernization + ServiceNow Development & Integrations + ServiceNow AI/Automation

Candidates with experience limited to ServiceNow Business Analysis, administration, or ITSM process management without hands-on architecture/development experience may not be suitable.

Qualified candidates, please submit an updated resume with detailed ServiceNow architecture, development, integration, ITOM, CMDB, and AI experience.