ServiceNow Architect

Responsibilities:

• Major Contributor to the design and implementation of ITIL-based service management processes such as Incident, Problem, Change, Request, Request Management, CMDB and Knowledge Management.
• Lead ITIL Service Management service transitions from project delivery to steady-state operations, ensuring readiness and risk mitigation.
• Configure and customise ITSM platforms to support process requirements and enable automation and reporting.
• Establish governance frameworks and monitor Key Performance Indicators, compliance, and customer satisfaction.
• Drive continuous improvement initiatives based on performance data and stakeholder feedback.

Requirements:

• Bachelor's degree in information systems, Computer Science, or a related field.
• Minimum 8 years of experience in IT Service Management, with at least 3 years in a leadership role.
• Transition Service Management Experience, preferred
• Strong knowledge of ITIL (Intermediate certification preferred).
• Hands-on experience with ITSM tools, especially ServiceNow.
• Experienced in Project Management Methodologies.

Other Qualifications:

• Exceptional communication skills to engage effectively with stakeholders across technical and business teams.
• Strong leadership and team management abilities, with experience guiding cross-functional teams through change.
• Analytical approach with a focus on problem-solving and continuous improvement.
• High emotional intelligence and adaptability to manage service transitions and evolving priorities.
• Decision-making skills to align ITSM practices with organisational goals.

Skills

IT Service Management, ITIL, ITSM, ServiceNow