We are seeking an experienced ServiceNow Technical Architect to lead the design, architecture, governance, and implementation of enterprise-wide ServiceNow solutions. The ideal candidate will possess deep expertise across multiple ServiceNow products, including HRSD, ITSM, CMDB, CSDM, ITOM, AIOps, SecOps, IRM, BCM, SPM, and Now Assist, with a strong background in platform architecture, integrations, automation, and digital transformation initiatives.
The candidate will work closely with business stakeholders, enterprise architects, development teams, and leadership to define scalable and secure solutions aligned with organizational objectives and ServiceNow best practices.
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Key Responsibilities
Architecture & Solution Design
Define and govern enterprise-wide ServiceNow architecture and platform strategy.
Design scalable, secure, and high-performing ServiceNow solutions aligned with business requirements.
Lead architecture workshops and discovery sessions with stakeholders.
Create technical architecture documents, solution blueprints, and design standards.
Drive platform standardization, optimization, and technical governance.
Platform Leadership
Act as the technical authority for all ServiceNow implementations and enhancements.
Review and approve technical designs developed by developers and consultants.
Ensure adherence to ServiceNow leading practices, upgrade readiness, and platform sustainability.
Establish reusable frameworks, coding standards, and governance processes.
Module Expertise
IT Service Management (ITSM)
Incident, Problem, Change, Release, Request Management.
Service Catalog, Knowledge Management, Asset Management.
Service Level Management and Virtual Agent integrations.
Human Resources Service Delivery (HRSD)
Employee Center and Employee Journey Management.
HR Case Management and HR Service Automation.
HR knowledge and lifecycle event implementations.
Configuration Management Database (CMDB) & CSDM
Design and maintain enterprise CMDB architecture.
Implement and govern Common Service Data Model (CSDM).
Improve data quality, reconciliation, normalization, and service mapping strategies.
IT Operations Management (ITOM)
Discovery, Service Mapping, Event Management.
Cloud Discovery and Infrastructure Visibility.
Operational Intelligence and Service Health.
AIOps
Event correlation and alert intelligence.
Predictive analytics and operational insights.
Automation of incident detection and remediation.
Security Operations (SecOps)
Vulnerability Response.
Security Incident Response.
Threat Intelligence integrations.
Security posture improvement initiatives.
Integrated Risk Management (IRM)
Policy and Compliance Management.
Risk Management.
Audit Management.
Third-Party Risk Management.
Business Continuity Management (BCM)
BCM implementation and governance.
Business impact assessment and continuity planning.
Disaster recovery process integration.
Strategic Portfolio Management (SPM)
Demand Management.
Project and Portfolio Management.
Agile Development and Resource Management.
Investment and strategic planning alignment.
Now Assist (GenAI)
Architect and implement Now Assist capabilities.
AI-powered virtual assistance and conversational experiences.
AI-assisted case summarization and resolution intelligence.
Governance and responsible AI implementation.
Integrations & Automation
Design integrations using REST, SOAP, Integration Hub, MID Server, and APIs.
Integrate ServiceNow with enterprise applications, cloud platforms, and security tools.
Build end-to-end workflow automation using Flow Designer and Integration Hub.
Guide migration from legacy systems to ServiceNow platform.
Stakeholder Management
Partner with business leaders and executives to align ServiceNow capabilities with business goals.
Present architecture solutions to technical and non-technical audiences.
Provide strategic recommendations and roadmap planning.
Delivery & Team Leadership
Lead technical teams across multiple ServiceNow programs.
Mentor developers, administrators, and technical consultants.
Drive Agile delivery practices and DevOps adoption.
Support major releases, upgrades, and platform transformations.
Required Qualifications
Education
Bachelor's degree in Computer Science, Information Technology, Engineering, or related field.
Master's degree preferred.
Experience
10+ years of overall IT experience.
7+ years of experience as a ServiceNow Architect or Lead Solution Architect.
Experience delivering multiple end-to-end ServiceNow enterprise implementations.
Proven experience leading global ServiceNow programs and transformation initiatives.
Technical Skills
Strong expertise in:
o HRSD
o ITSM
o CMDB
o CSDM
o ITOM
o AIOps
o SecOps
o IRM
o BCM
o SPM
o Now Assist
Strong understanding of Service Portal, Employee Center, Flow Designer, Integration Hub, and Virtual Agent.
Expertise in ServiceNow platform architecture and governance.
Strong knowledge of JavaScript, REST APIs, Web Services, and integrations.
Experience with cloud platforms such as Azure, AWS, and Google Cloud.
Strong understanding of ITIL, Agile, DevOps, and enterprise architecture frameworks.
Preferred Certifications
ServiceNow Certifications
Certified Technical Architect (CTA) Preferred
Certified Master Architect (CMA) Preferred
Certified System Administrator (CSA)
Certified Application Developer (CAD)
Certified Implementation Specialist (CIS) ITSM
CIS HRSD
CIS ITOM
CIS SPM
CIS IRM
CIS Security Operations
Other Certifications
ITIL v4 Managing Professional / Expert
TOGAF
PMP / SAFe Agilist
Azure/AWS Architect Certifications
