ServiceNow ITSM Architect

     JD:

              ServiceNow ITSM Architect is responsible for designing, governing, and delivering scalable IT Service Management solutions on the ServiceNow platform. This role ensures alignment with ITIL best practices, enterprise architecture standards, and business objectives while providing technical leadership across ITSM implementations and enhancements.

Key Responsibilities

Architecture & Design

• Define end-to-end ServiceNow ITSM architecture covering Incident, Problem, Change, Request, Knowledge, CMDB, and Service Catalog
• Design scalable, secure, and reusable solutions aligned with ServiceNow best practices and OOB-first approach
• Establish architectural standards, design patterns, and governance models

Platform Leadership

• Act as the technical authority for ITSM implementations and upgrades
• Review and approve solution designs, customizations, and integrations
• Ensure platform performance, stability, and maintainability

Stakeholder & Client Engagement

• Partner with business stakeholders, IT leaders, and customers to translate requirements into architectural solutions
• Lead technical discussions, solution workshops, and design reviews
• Provide architectural inputs for proposals, estimations, and RFPs

ITSM Process Excellence

• Ensure solutions align with ITIL v3/v4 processes and enterprise service management goals
• Drive process optimization and automation using workflows, Flow Designer, and Virtual Agent
• Enable self-service and user experience improvements

Integrations & CMDB

• Architect integrations with third-party systems using REST, SOAP, MID Server, and IntegrationHub
• Design and govern CMDB architecture, discovery, service mapping, and data model integrity
• Ensure CMDB health, data quality, and compliance

Governance, Security & Quality

• Enforce ServiceNow security best practices (ACLs, roles, data segregation)
• Ensure compliance with audit, risk, and regulatory requirements
• Support release management, upgrade planning, and platform roadmap

Mentoring & Enablement

• Mentor developers and consultants on ServiceNow architecture and best practices
• Conduct code reviews and design walkthroughs
• Contribute to knowledge assets, accelerators, and reusable frameworks

Required Skills & Experience

Technical Skills

• 8+ years of overall IT experience with 5+ years on ServiceNow ITSM
• Deep expertise in:
• Incident, Problem, Change, Request Management
• CMDB, Discovery, Service Mapping
• Service Catalog, Knowledge Management
• Strong knowledge of:
• Business Rules, Script Includes, Client Scripts
• Flow Designer, Workflows, UI Policies
• REST/SOAP integrations and IntegrationHub
• Solid understanding of JavaScript and ServiceNow scripting APIs

Process & Architecture

• Strong ITIL process knowledge (ITIL v3/v4)
• Experience defining enterprise-scale ServiceNow architectures
• Ability to balance configuration vs customization decisions

Soft Skills

• Excellent communication and stakeholder management skills
• Strong analytical and problem-solving abilities
• Leadership mindset with mentoring and governance experience

Certifications (Preferred / Required)

• ServiceNow Certified System Administrator (CSA) – Required
• ServiceNow Certified Implementation Specialist – ITSM – Required
• ServiceNow Certified Technical Architect (CTA) or Certified Master Architect (CMA) – Preferred

ITIL v3/v4 Certification – Preferred