ServiceNow Architect - ITSM/ITOM

Description:

Job Summary

We are seeking an experienced ServiceNow Architect with strong expertise in ITSM and Customer Service Management (CSM) to design and drive the strategic vision for an end-to-end customer support and service delivery ecosystem.

The architect will be responsible for building a unified, scalable, and secure ServiceNow platform that connects customer engagement with operational resolution, enabling proactive service management and operational efficiency across the enterprise.

Key Roles & Responsibilities

Solution Architecture & Platform Design

- Design and own the end-to-end solution architecture for ServiceNow ITSM and CSM, including integrations with the broader enterprise technology stack.

- Define and govern data models for customer data (accounts, assets, services) and employee data (users, groups, access).

- Architect integrations between ServiceNow and systems of record such as Salesforce, Okta, and Microsoft Active Directory.

- Design and optimize end-to-end workflows from customer interaction to back-end resolution (e.g., Case ? Incident ? Problem ? Change).

Advanced Capabilities & Roadmap

- Create and maintain a technology roadmap incorporating advanced ServiceNow capabilities such as:

- Predictive Intelligence

- Virtual Agents

- Proactive Customer Service Operations

- Ensure the platform delivers a 360-degree view of the customer while maintaining high performance and scalability.

Governance & Standards

- Govern the technical design and implementation of the ITSM and CSM platforms.

- Define and enforce development standards, integration patterns, and best practices.

- Ensure solutions meet security, compliance, and scalability requirements.

Collaboration & Leadership

- Work closely with business stakeholders, product owners, and development teams.

- Provide architectural guidance, technical leadership, and design reviews.

- Support Agile/Scrum delivery models and continuous improvement initiatives.

Required Experience & Qualifications

- 8+ years of hands-on experience working with the ServiceNow platform.

- Strong hands-on experience in ITSM and CSM architecture and implementations.

- Proven experience designing enterprise-scale ServiceNow solutions.

Certifications (Preferred)

- ServiceNow Certified System Administrator (CSA) Required

- Certified Implementation Specialist (CIS) in at least one core module (ITSM, ITOM, CMDB, ITAM, CSM, SecOps) Required

- Certified Application Developer (CAD) Highly Preferred

Technical Skills

- Strong expertise in JavaScript and ServiceNow Glide APIs

- Hands-on experience with REST/SOAP integrations

- Deep knowledge of Flow Designer and ServiceNow core components

- Experience integrating ServiceNow with enterprise platforms and identity systems

Methodology & Soft Skills

- Proven experience working in Agile / Scrum development environments

- Excellent communication, leadership, problem-solving, and stakeholder management skills

- Ability to translate business requirements into scalable technical solutions