ServiceNow ITSM Architect

EXPERIENCE REQUIRED

10+ Years (Minimum 6+ Years of ServiceNow Experience)

KEY RESPONSIBILITIES

• Lead the architecture, design, and implementation of ServiceNow ITSM solutions across Incident, Problem, Change, Request, Knowledge, and Service Catalog modules.
• Define end-to-end solution architecture and technical blueprints aligned with enterprise business objectives, ITIL best practices, and ServiceNow platform capabilities.
• Collaborate with business stakeholders, product owners, solution architects, and technical teams to gather requirements and translate them into scalable technical solutions.
• Provide architectural governance, design reviews, and technical leadership throughout the project lifecycle.
• Design and oversee integrations with enterprise applications using REST APIs, SOAP Web Services, Integration Hub, MID Server, and middleware platforms.
• Drive CMDB implementation, Common Service Data Model (CSDM) adoption, platform governance, and data quality initiatives.
• Ensure platform scalability, security, performance optimization, compliance, and upgrade readiness.
• Review and approve technical designs, customizations, workflows, integrations, and deployment strategies.
• Mentor development teams and establish coding standards, development best practices, and architectural guidelines.
• Conduct platform health assessments and recommend improvements to enhance performance, maintainability, and operational efficiency.
• Work closely with cross-functional teams to ensure successful project delivery and stakeholder satisfaction.
• Stay current with ServiceNow platform releases, new ITSM capabilities, and emerging technologies to continuously improve solution delivery.

REQUIRED SKILLS & EXPERIENCE

• 10+ years of overall IT experience with a minimum of 6+ years of hands-on ServiceNow experience.
• Strong expertise in ServiceNow ITSM implementation and solution architecture.
• Deep understanding of Incident Management, Problem Management, Change Management, Request Management, Knowledge Management, and Service Catalog.
• Strong hands-on experience with CMDB, Common Service Data Model (CSDM), Flow Designer, Integration Hub, and ServiceNow Platform Architecture.
• Experience designing and implementing enterprise integrations using REST APIs, SOAP Web Services, MID Server, and middleware technologies.
• Strong understanding of ITIL processes and Enterprise Service Management (ESM).
• Experience in platform governance, architecture reviews, solution design, and technical leadership.
• Strong stakeholder management, client-facing communication, and presentation skills.
• Experience working within Agile/Scrum delivery methodologies.
• Excellent analytical, problem-solving, and decision-making abilities.