ServiceNow Architect

Position Summary

The ServiceNow Architect designs and workflow automation solutions on the ServiceNow platform. This role defines integrations via REST APIs, governs scoped application boundaries, and guides adoption of ServiceNow AI capabilities and CMDB/CSDM standards across the enterprise.

Key Responsibilities

• Own the end-to-end ServiceNow platform architecture, and strategic workflow automation modules.
• Design integrations connecting ServiceNow with external systems via REST APIs and Integration Hub.
• Define CMDB data model standards, CI hierarchy, and discovery/service mapping configurations to ensure configuration accuracy.
• Govern scoped application boundaries; establish development standards that isolate customizations and protect platform upgrade paths.
• Architect Flow Designer and Workflow Editor automations aligned with ITIL processes and enterprise service management standards.
• Guide adoption of ServiceNow AI capabilities, including Now Intelligence, Predictive Intelligence, and Virtual Agent.
• Lead architecture reviews for new ServiceNow modules, upgrades, and custom application development.
• Ensure non-functional requirements-performance, security, and availability are embedded in all ServiceNow designs.
• Collaborate with the Boomi iPaaS Architect to define integration contracts and data synchronization strategies.
• Produce and maintain ServiceNow architecture documentation including integration diagrams, CMDB design documents, and scoped app registries.

Qualifications & Experience

• 7+ years of ServiceNow platform experience, with at least 3 years in an architect or lead technical role.
• Deep expertise in ServiceNow ITSM (Incident, Problem, Change, Request) and ITOM (Discovery, Service Mapping, Event Management).
• Strong experience with ServiceNow Integration Hub, Flow Designer, and REST API design and Australia Release.
• Hands-on experience with CMDB design, CI Class Manager, and Service Graph Connectors.
• Experience governing scoped applications, update sets, and ALM processes within ServiceNow.
• Familiarity with Boomi or other iPaaS platforms for ServiceNow integration.
• Knowledge of ServiceNow Now Intelligence and AI/ML features is advantageous.
• ServiceNow Certified System Administrator (CSA) required; Certified Implementation Specialist (CIS) in ITSM or ITOM preferred.
• ITIL Foundation certification preferred.
• Experience in managed services, professional services, or large enterprise IT environments is a plus.

Core Skills & Technologies

ServiceNow

ITSM

ITOM

CMDB

Flow Designer

REST APIs

Integration Hub

Now Intelligence

Boomi

Scoped Applications

ITIL