ServiceNow Architect ITOM ITSM ITAM

Who We Are

At Kyndryl, we run and reimagine the mission-critical technology systems that drive advantage for the world's leading businesses. We are at the heart of progress with proven expertise and a continuous flow of AI-powered insight, enabling smarter decisions, faster innovation, and a lasting competitive edge. For our people-Kyndryls-that means doing purposeful work that powers human progress. Join us and experience a flexible, supportive environment where your well-being is prioritized and your potential can thrive.

The Role

As a ServiceNow Architect is responsible for designing, governing, and ensuring the successful implementation of ServiceNow solutions. Below is a clear breakdown of the key tasks and responsibilities, written in a professional and easy-to-understand way.

Core Tasks of a ServiceNow Architect

1. Solution & Platform Design

• Design end-to-end ServiceNow solutions aligned with business requirements

• Define platform architecture, data models, and integrations

• Ensure scalability, performance, and security best practices

2. Technical Leadership

• Provide technical direction to developers and implementation teams

• Review and approve design documents and technical solutions

• Guide complex customizations and advanced configurations

3. Governance & Best Practices

• Establish platform standards, design patterns, and coding guidelines

• Ensure adherence to ServiceNow out-of-the-box (OOB) capabilities

• Control technical debt and manage platform roadmap

4. Requirement Analysis & Stakeholder Engagement

• Work closely with business stakeholders to understand requirements

• Translate business needs into technical architecture and solutions

• Participate in workshops, design sessions, and solution reviews

5. Integration & Data Management

• Design and oversee integrations (REST, SOAP, MID Server, APIs)

• Ensure data integrity, CMDB health, and proper data flows

• Manage identity, access, and security models

6. Platform Modules Expertise

• Architect solutions across modules such as:

  • ITSM (Incident, Problem, Change)

  • ITOM (Discovery, Event Management)

  • ITAM / SAM / HAM

  • HRSD

  • CSM

  • SecOps

• Recommend appropriate modules and features

7. Performance, Security & Compliance

• Ensure platform performance and optimization

• Define security roles, ACLs, and compliance controls

• Support audits and risk assessments

8. Upgrade & Release Management

• Plan and oversee ServiceNow upgrades

• Manage impact analysis and regression strategies

• Guide release planning and deployment processes

9. Documentation & Knowledge Transfer

• Create architecture diagrams and technical documentation

• Support training and knowledge transfer to internal teams

• Mentor developers and admins

10. Continuous Improvement

• Stay current with ServiceNow releases and features

• Recommend enhancements and innovation opportunities

• Align platform evolution with business strategy

At Kyndryl, we value effective communication and collaboration skills. When you recognize opportunities for business change, you will have the ability to clearly and persuasively communicate complex technical and business concepts to both customers and team members. You'll be the go-to person for problem-solving of customers business and technical issues. You have a knack for effectively identifying and framing problems, leading the collection of elements of information, and integrating this information to produce timely and thoughtful decisions. Your aim throughout, is to improve the effectiveness, efficiency and delivery of services through the use of technology and technical methods and methodologies.

Your Future at Kyndryl
Every position at Kyndryl offers a way forward to grow your career. We have opportunities that you won't find anywhere else, including hands-on experience, learning opportunities, and the chance to certify in all four major platforms. Whether you want to broaden your knowledge base or narrow your scope and specialize in a specific sector, you can find your opportunity here.

Who You Are

• 15+ years of experience in Architect solutions across ServiceNow modules including:

• Required Skills and Experience

  • ITSM, ITOM (Discovery, Event Management)

  • ITAM / SAM / HAM

  • CSM, HRSD, SecOps

• Promote out-of-the-box (OOB) capabilities and minimize customizations

Integration & Data Management

• Design and oversee integrations using REST, SOAP, APIs, MID Server, and third-party tools

• Ensure CMDB design, data integrity, and health

• Define data models and integration strategies

Performance, Security & Compliance

• Ensure platform performance optimization and scalability

• Define security architecture including roles, ACLs, and data protection

• Support compliance, audit, and risk requirements

Upgrade & Release Management

• Lead platform upgrade strategy, impact analysis, and regression testing

• Oversee release planning and deployment processes.

.Skilled in one or more of the following areas: Application Development, Data Platform, Security, Application Integration, Data Engineering, Server Systems, Packaged Application Implementation, Business Analysis, Network Systems, or Storage Systems

Preferred Technical and Professional Experience:

.Bachelor's or Master's degree in Computer Science, Information Security, or a related field
.And/or Master Certified Technical Specialist

Being You

The Kyn in Kyndryl means kinship, which represents the strong bonds we have with each other, our customers and our communities. We focus on ensuring all Kyndryls feel included and we welcome people of all cultures, backgrounds, and experiences. Even if you don't meet every requirement, we encourage you to apply. We believe in growth, and we're excited to see what you can bring. At Kyndryl, employee feedback has told us that our number one driver of employee engagement is belonging. That sense of belonging - being a valued, respected, trusted member of the team - is fundamental to our culture and fueling great experiences for our customers. This dedication to welcoming everyone into our company means that Kyndryl gives you the ability to thrive and contribute to our culture of empathy and shared success. That's The Kyndryl Way.

What You Can Expect

Your career with us isn't just a job-it's an adventure with purpose. We offer a dynamic, hybrid-friendly culture that supports your well-being and empowers you to grow. Our Be Well programs are thoughtfully designed to support your financial, mental, physical, and social health-because we know that when you feel your best, you do your best.

From your very first day, you'll dive into impactful work that powers the systems our customers rely on every day. You won't just contribute-you'll make a difference, tackling meaningful projects that sharpen your skills and fuel your growth.

We're here to champion your journey. With powerful tools to chart your career path, personalized development goals aligned with your ambitions, and continuous feedback to keep you inspired and on track, you'll have everything you need to thrive and evolve. You'll develop in-demand skills to grow your career and achieve your ambitions with access to cutting-edge learning opportunities-from certifications with Microsoft, Google, and Amazon to coaching and hands-on experiences. And through it all, you'll be part of a culture that values empathy, restless learning, and a devotion to shared success.

We want you to thrive here-and we're committed to helping you do just that. Ready to make an impact Join us and help shape what's next.

Get Referred!

If you know someone that works at Kyndryl, when asked How Did You Hear About Us during the application process, select Employee Referral and enter your contact's Kyndryl email address.