About the Role:

We are seeking an experienced ServiceNow ITSM Solutions Architect with 8+ years of experience in IT Service Management, ServiceNow platform architecture, ITSM process design, service desk operations, enterprise integrations, workflow automation, and ITSM transformation.

The ideal candidate will have strong hands-on expertise in ServiceNow ITSM with proven experience in designing, implementing, configuring, and optimizing enterprise-scale ServiceNow solutions.

Key Responsibilities:

- Design and architect scalable ServiceNow ITSM solutions aligned with business and IT objectives.

- Lead implementation and optimization of Incident Management, Request Management, Change Management, Problem Management, Knowledge Management, Service Catalog, SLA Management, CMDB & Configuration Management, and Asset Management.

- Define ServiceNow platform architecture, standards, governance, and best practices.

- Architect and implement workflow automation using Flow Designer and IntegrationHub.

- Lead CMDB governance, CSDM adoption, and data quality initiatives.

- Design and support enterprise integrations using REST, SOAP, APIs, MID Server, Import Sets, and IntegrationHub.

- Review and guide development activities involving Business Rules, Client Scripts, Script Includes, ACLs, Flows, and APIs.

- Develop executive dashboards, KPIs, Performance Analytics, and operational reporting.

- Lead platform upgrades, releases, architecture reviews, and continuous improvement initiatives.

- Conduct stakeholder workshops, requirements gathering sessions, and solution design reviews.

- Establish ITSM process governance, operating standards, and service management controls.

- Monitor ServiceNow platform performance, scalability, security, and overall health.

Requirements:

- 8+ years of experience in ServiceNow, ITSM, Solution Architecture, or IT Operations.

- Strong hands-on experience with ServiceNow ITSM suite.

- Expertise in ITIL processes and service management best practices.

- Experience with Flow Designer, IntegrationHub, CMDB & CSDM, Service Catalog, SLA Management, Performance Analytics, REST/SOAP Integrations, and MID Server.

- Strong knowledge of ServiceNow platform architecture, governance, and upgrade-safe development.

- Excellent stakeholder management, consulting, and communication skills.

Certifications:

- Mandatory: ITIL Foundation Certification.

- Preferred: ServiceNow CSA, CIS-ITSM, CIS-CMDB, CIS-Discovery, CAD, and Advanced ITIL Certifications.

Preferred Qualifications:

- Experience with ServiceNow ITSM Pro / Enterprise, ITOM, Discovery, Service Mapping, and Event Management.

- Experience with Employee Center, Virtual Agent, AI Search, and Now Assist.

- Exposure to regulated industries such as Healthcare, Finance, or Government.