ITSM Solutions Architect - ServiceNow

ITSM Solution Architect – ServiceNow

Position Summary

We are seeking an experienced ITSM Solution Architect – ServiceNow 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. The candidate should have strong knowledge of Incident Management, Request Management, Change Management, Problem Management, Knowledge Management, Service Catalog, Service Level Management, CMDB, Asset Management, and Configuration Management.

This role will serve as both technical and process architect, working closely with IT Operations, Service Desk, Infrastructure, Applications, Security, and business stakeholders to translate complex business requirements into scalable ServiceNow solutions aligned with organizational objectives, ITIL best practices, governance, compliance, and operational standards.

The architect will be responsible for defining ServiceNow architecture, platform standards, integration strategies, automation frameworks, ITSM processes, CMDB governance, reporting, and continuous improvement initiatives.

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
  
• 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 worksh​ops, requirements gathering sessions, and solution design reviews.
  

Requirements