We are seeking a hands-on ServiceNow Architect to help a customer mature and improve their ServiceNow platform. The ideal candidate will be both strategic and technical, with strong experience designing and implementing ServiceNow solutions across Service Catalog, forms, workflows, approvals, integrations, identity lifecycle processes, and platform governance.

This role is not limited to advisory work. The customer needs a solid hands-on architect who can assess the current state, identify gaps, redesign inefficient processes, configure ServiceNow directly when needed, and guide internal teams toward a more scalable and mature ServiceNow operating model.

Key Responsibilities :

- Assess the current ServiceNow environment, including catalog items, request forms, approval flows, workflows, integrations, and platform configuration.

- Improve and redesign existing Service Catalog items to make them more user-friendly, standardized, supportable, and aligned with business processes.

- Build, modify, and optimize ServiceNow forms, variables, variable sets, catalog client scripts, UI policies, business rules, and workflows/flows.

- Review and improve approval processes, including manager approvals, application owner approvals, security approvals, and multi-step approval chains.

- Design scalable request fulfillment processes using ServiceNow best practices.

- Integrate ServiceNow with Microsoft Entra ID and Active Directory for identity-related use cases, such as onboarding, offboarding, group management, access requests, and user lifecycle workflows.

- Support integrations with enterprise systems using APIs, LDAP, MID Server, IntegrationHub, REST/SOAP, and other ServiceNow integration patterns.

- Identify platform maturity gaps and recommend practical improvements in governance, design standards, naming conventions, catalog structure, and operational ownership.

- Work with business stakeholders to gather requirements and convert them into clear technical designs and ServiceNow configurations.

- Partner with IAM, infrastructure, security, and application teams to improve access request processes and automation.

- Create technical documentation, solution designs, process flows, and operational handoff materials.

- Provide technical leadership to ServiceNow administrators, developers, and customer platform owners.

- Ensure solutions are scalable, maintainable, secure, and aligned with ServiceNow best practices.

Required Experience :

- Strong hands-on experience as a ServiceNow Architect, Technical Lead, or Senior ServiceNow Developer.

- Proven experience improving immature or underdeveloped ServiceNow environments.

- Deep experience with Service Catalog, catalog item design, variables, workflows, Flow Designer, approvals, and request management.

- Strong understanding of ServiceNow platform architecture, configuration, scripting, and integration capabilities.

- Hands-on experience with Microsoft Entra ID and Active Directory integrations.

- Experience building or improving identity and access request workflows in ServiceNow.

- Experience with REST APIs, LDAP, MID Server, IntegrationHub, and enterprise integration patterns.

- Ability to review existing ServiceNow configurations and recommend practical improvements.

- Strong communication skills with the ability to work directly with business users, technical teams, and leadership.

- Ability to operate independently in a customer environment with limited platform maturity.

Preferred Experience :

- ServiceNow Certified System Administrator.

- ServiceNow Certified Application Developer.

- ServiceNow Certified Implementation Specialist certifications.

- Experience with ITSM, ITOM, HRSD, GRC, SecOps, or CSM modules.

- Experience integrating ServiceNow with IAM tools, PAM platforms, HR systems, ticketing systems, or security platforms.

- Experience supporting identity lifecycle automation, access request automation, and approval governance.

- Experience helping customers establish ServiceNow platform governance and development standards.

Key Skills :

- ServiceNow Architecture

- Service Catalog Design

- Flow Designer and Workflow

- Forms, Variables, UI Policies, Client Scripts, and Business Rules

- Approval Workflow Design

- Entra ID Integration

- Active Directory Integration

- REST/SOAP APIs

- MID Server

- IntegrationHub

- IAM Process Automation

- Platform Governance

- Technical Documentation

- Stakeholder Requirements Gathering