ServiceNow ITSM Solution Architect

This is a remote position.

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. 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 Integration Hub.
• Lead CMDB governance, CSDM adoption, and data quality initiatives.
• Design and support enterprise integrations using REST, SOAP, APIs, MID Server, Import Sets, and Integration Hub.
• 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 to improve consistency, compliance, and operational efficiency across the organization.
• Monitor ServiceNow platform performance, scalability, security, and overall health, identifying improvement opportunities and ensuring solutions follow upgrade-safe and maintainable architecture principles.

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
• MID Server

• Strong knowledge of ServiceNow platform architecture, governance, and upgrade-safe development.
• Excellent stakeholder management, consulting, and communication skills.
• Experience leading enterprise-scale ServiceNow implementations and transformations.

Certifications

Mandatory:

• ITIL Foundation Certification

Preferred:

• ServiceNow CSA
• CIS-ITSM
• CIS-CMDB
• CIS-Discovery
• CAD
• Advanced ITIL Certifications

Preferred Qualifications:

• Experience with ServiceNow ITSM Pro / Enterprise capabilities.
• Experience with 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.
• Experience driving ITSM transformation and platform governance initiatives.
• Experience with ServiceNow Integration Hub and MID Server.

Key Competencies:

• ServiceNow Solution Architecture
• ITSM & ITIL Process Design
• Workflow Automation
• CMDB & CSDM Governance
• Enterprise Integrations
• Platform Governance
• Reporting & Analytics
• ITSM Transformation
• Stakeholder Management
• Leadership & Consulting