ServiceNow Architect

The Role

Cognizant Singapore is seeking a ServiceNow Architect with strong Common Service Data Model (CSDM), platform architecture, subscription and AI capability expertise. You will shape scalable, data-led platform solutions, connect business outcomes to the right ServiceNow capabilities and entitlements, and govern delivery from discovery through go-live and hypercare.

This is a platform-wide architecture role. Deep expertise in one or more ServiceNow product areas is expected, together with the ability to design across CMDB, CSDM, integrations, data, security, automation, AI and user experience boundaries.

What You’ll Do

· Own end-to-end solution architecture across discovery, design, build, testing, deployment and hypercare, acting as the senior design authority for assigned engagements.

· Define CSDM-aligned service and application models, including business applications, application services, technical services, service offerings, ownership, lifecycle states and relationships.

· Assess CMDB and CSDM maturity; establish practical roadmaps for data quality, governance, service modelling, reconciliation, certification and adoption.

· Translate business outcomes and product roadmaps into coherent platform capabilities, avoiding unnecessary customisation and duplication across modules.

· Provide informed guidance on ServiceNow platform subscriptions, product packaging, entitlements, fulfiller and requester personas, consumption considerations and the architectural implications of licensing choices.

· Partner with sales, solution consulting, commercial and delivery teams to validate that proposed capabilities, scope and assumptions align with the intended subscription footprint.

· Design responsible AI-enabled solutions using relevant ServiceNow platform capabilities, including generative AI, conversational experiences, intelligent search, summarisation, automation and agentic workflows where appropriate.

· Evaluate AI use cases for business value, data readiness, security, privacy, human oversight, explainability, operational controls and measurable adoption.

· Define platform governance, architecture principles, integration patterns, development standards and technical guardrails for enterprise-scale implementations.

· Lead executive workshops and design sessions; communicate trade-offs clearly to business, C-suite, security, enterprise architecture and delivery stakeholders.

· Produce high-quality solution designs, architecture decisions, data models, integration designs, estimation inputs, roadmaps and governance artefacts.

· Mentor architects and developers, support pre-sales, and strengthen reusable assets and capability across the ServiceNow practice.

Core Platform & CSDM Expertise

· Strong practical command of CSDM principles, domains and service modelling patterns, with the ability to apply them pragmatically rather than as a documentation-only exercise.

· Deep understanding of CMDB architecture, CI class modelling, identification and reconciliation, data sources, relationship governance, health, completeness, correctness and compliance.

· Ability to connect CSDM and CMDB design to downstream value across ITSM, ITOM, ITAM, SPM, CSM, HRSD, SecOps, IRM and custom applications.

· Platform-level understanding of access controls, data segregation, integration architecture, IntegrationHub, MID Server, APIs, Flow Designer, App Engine and upgrade-safe development.

· Ability to assess platform debt, customisation risk, duplicated capability and data fragmentation, and to define a prioritised remediation roadmap.

AI, Automation & Subscription Acumen

· Working knowledge of ServiceNow AI capabilities and how AI experiences depend on trusted enterprise data, knowledge, process design, security and governance.

· Ability to distinguish where predictive, generative, conversational and agentic patterns are suitable, and where deterministic workflow or human approval should remain primary.

· Understanding of ServiceNow product and subscription constructs sufficient to identify entitlement gaps, overlapping functionality, adoption dependencies and solution-design risks.

· Ability to explain capability-to-subscription alignment to both technical and commercial stakeholders without overstating product functionality or entitlements.

· Experience developing value cases, adoption measures and architecture guardrails for AI and automation initiatives.

Module Specialisms

You will bring deep expertise in at least one area below. Strong cross-module experience is highly valued.

· ITSM / Enterprise Service Management

· ITAM / Software & Hardware Asset Management

· HRSD

· SPM / Application Portfolio Management

· ITOM / AIOps / Service Operations

· CMDB / CSDM / Service Modelling

· CSM / FSM

· App Engine / Custom Applications

· Now Assist / AI / Automation

· IntegrationHub / Platform Integrations

· Platform Governance / Architecture

What You Bring

· 6+ years of ServiceNow experience, including 3+ years in a solution architect, platform architect or senior technical lead role.

· Demonstrable CSDM and CMDB architecture experience in complex enterprise environments, including service modelling and governance.

· Minimum three end-to-end ServiceNow implementations with direct architecture responsibility.

· Strong hands-on platform skills across JavaScript, Business Rules, Script Includes, Client Scripts, Flow Designer and Glide APIs.

· Experience designing REST/SOAP integrations, IntegrationHub and MID Server solutions, including security, resilience and support considerations.

· Experience shaping platform roadmaps, subscription-aligned solution options, AI or automation use cases, and architecture governance.

· Excellent stakeholder communication, with the ability to engage confidently from engineering teams to C-suite leaders.

· Ability to balance product best practice, enterprise architecture, delivery pragmatism, commercial constraints and long-term platform health.

Certifications

· ServiceNow Certified System Administrator (CSA) - Required

· Relevant ServiceNow CIS certification in a primary specialism - Required

· Certified Application Developer (CAD) - Preferred

· CMDB, CSDM, ITOM, platform architecture or AI-related ServiceNow credentials - Strongly preferred

· ITIL Foundation v3/v4 - Preferred

· Certified Technical Architect (CTA) or Certified Master Architect (CMA) - Advantageous

Education

Degree in Computer Science, Information Technology, Engineering or equivalent. Relevant practical experience will be given equal consideration.