JD:
ServiceNow ITSM & ESM Architect is responsible for designing and governing enterprise-wide ServiceNow solutions across ITSM, HR, Legal, and Procurement functions. This role ensures scalable, compliant, and process-driven implementations aligned with ITIL best practices, enterprise service management (ESM) strategy, and business outcomes.
Key Responsibilities
Architecture & Solution Design
- Define end-to-end ServiceNow architecture across:
- ITSM (Incident, Problem, Change, Request, Knowledge, CMDB)
- HR Service Delivery (HR Case Management, Employee Service Center)
- Legal Service Delivery (Legal intake, matter management, compliance workflows)
- Procurement / Source-to-Pay (Procurement Service Management, vendor requests, approvals)
- Design scalable, reusable, and secure solutions following OOB-first and ESM best practices
- Establish architectural standards, design patterns, and governance frameworks across domains
Enterprise Service Management (ESM) Enablement
- Extend ITSM capabilities to non-IT functions (HR, Legal, Procurement) using a unified service model
- Enable standardized intake, case/request management, SLAs, approvals, and reporting across departments
- Drive self-service and automation via Service Portal, Employee Center, and Virtual Agent
HR, Legal & Procurement Process Leadership
- Architect and optimize:
- HR workflows (employee lifecycle events, HR cases, document management, e-signatures)
- Legal workflows (legal request intake, contract review, compliance tracking, approvals)
- Procurement workflows (purchase requests, vendor onboarding, sourcing approvals)
- Ensure role-based access, data privacy, and segregation for sensitive HR and Legal data
- Align solutions with enterprise policies, audit, and compliance requirements
Stakeholder & Business Engagement
- Partner with HR, Legal, Procurement, IT, and leadership stakeholders to translate business needs into scalable ServiceNow solutions
- Lead solution workshops, design reviews, and architecture governance forums
- Provide architectural input for proposals, estimations, and transformation roadmaps
Integrations & Data Architecture
- Design integrations with HRIS, ERP, Legal systems, and vendor platforms using REST/SOAP, IntegrationHub, and MID Server
- Govern CMDB and reference data usage where applicable across enterprise services
- Ensure data quality, reporting consistency, and cross-functional visibility
Governance, Security & Compliance
- Define and enforce security architecture using ACLs, roles, data separation, and scoped applications
- Ensure compliance with data privacy, audit, and regulatory requirements (especially for HR and Legal data)
- Guide upgrade strategy, release governance, and platform roadmap
Mentoring & Practice Enablement
- Mentor developers and consultants across ITSM, HRSD, Legal, and Procurement implementations
- Conduct design and code reviews to ensure adherence to architectural standards
- Build reusable accelerators, templates, and best-practice assets
Required Skills & Experience
Technical & Functional Skills
- 8+ years of overall IT experience with 5+ years on ServiceNow
- Strong hands-on experience with:
- ITSM core processes
- HR Service Delivery (HR Case Management, Employee Center)
- Legal or Procurement Service Management use cases
- Expertise in:
- Service Catalog, Case Management, Knowledge Management
- Flow Designer, Workflows, UI Policies
- Business Rules, Script Includes, Client Scripts
- REST/SOAP integrations and IntegrationHub
- Strong JavaScript and ServiceNow API knowledge
Process & Architecture
- Strong understanding of ITIL v3/v4 and Enterprise Service Management principles
- Experience designing cross-functional service architectures (IT + Business Functions)
- Ability to balance configuration vs customization with long-term scalability in mind
Soft Skills
- Excellent stakeholder communication and consulting skills
- Strong analytical, problem-solving, and decision-making abilities
- Leadership mindset with experience guiding multi-domain teams
Certifications (Preferred / Required)
- ServiceNow Certified System Administrator (CSA) – Required
- ServiceNow CIS – ITSM – Required
- ServiceNow CIS – HRSD – Preferred
- ServiceNow CTA / CMA – Preferred
ITIL v3/v4 Certification – Preferred
Never miss an opportunity! Create an alert based on the job you applied for.
