ITSM Solutions Architect - ServiceNow

ITSM Solution Architect - ServiceNow

Department: Information Technology

Location: Kondapur, Hyderabad, India

Work Mode: Work from Office - 5 Days a Week

Shift Timings: 5:30 PM - 2:30 AM IST

Employment Type: Full-Time, Permanent

Reports To: IT Operations Manager / Director of IT Infrastructure &

Operations

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 workshops, requirements

  gathering sessions, and solution design reviews.

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