Servicenow Architect

JD for ServiceNow Architect.

Experience: 10–15+ Years of IT Experience with 7+ years of ServiceNow architecture, design, and implementation experience.

Location: Flexible / Hybrid

Role Summary: We are seeking an experienced ServiceNow Architect to lead the design, transformation, and implementation of enterprise ServiceNow solutions across IT Service Management (ITSM), IT Operations Management (ITOM). The ideal candidate will define platform architecture, drive digital transformation initiatives, ensure scalable and secure solutions, and provide strategic guidance to business and technical stakeholders.

Key Responsibilities

Architecture & Solution Design

• Define and maintain the overall ServiceNow platform architecture and roadmap.
• Design scalable, resilient, and secure solutions aligned with enterprise architecture standards.
• Lead discovery workshops and gather business and technical requirements.
• Translate business requirements into end-to-end ServiceNow solution designs.
• Develop integration strategies with enterprise applications and cloud platforms.

ITSM Responsibilities

• Architect and implement ServiceNow ITSM modules
• Drive ITIL best practices and process optimization initiatives.
• Design self-service and automation capabilities to improve service delivery.

ITOM Responsibilities

• Architect and deploy ServiceNow ITOM solutions
• Design CMDB governance and data quality frameworks.
• Enable infrastructure visibility and service health monitoring across hybrid environments.
• Integrate monitoring tools such as SolarWinds, Dynatrace, AppDynamics, SCOM, Nagios, Splunk, etc.

Technical Leadership

• Provide architecture governance and technical oversight across projects.
• Lead development teams and conduct design/code reviews.
• Create solution architecture documents, HLDs, LLDs, and implementation plans.
• Establish platform standards, reusable components, and best practices.
• Mentor ServiceNow developers, administrators, and consultants.

Integration & Automation

• Design integrations using:
• REST APIs
• SOAP APIs
• Integration Hub
• MID Servers
• LDAP/AD
• Azure AD / Entra ID
• Workday
• SAP
• Microsoft 365
• Drive workflow automation and orchestration initiatives.

Required Skills & Qualifications

ServiceNow Expertise

• Deep expertise in ServiceNow architecture and platform capabilities.
• Strong hands-on experience with:
• ITSM
• ITOM
• CMDB
• Service Catalog
• Flow Designer
• Integration Hub
• Performance Analytics
• Employee Center
• Experience with ServiceNow platform upgrades and governance.

Technical Skills

• JavaScript, Glide API, Script Includes, Business Rules, UI Policies.
• Service Portal / Employee Center experience.
• Integration technologies (REST, SOAP, JSON, XML).
• Enterprise application integration experience.
• Understanding of cloud platforms:
• Microsoft Azure
• AWS
• Google Cloud
• Knowledge of CI/CD and DevOps practices.

Process Knowledge

• Strong understanding of:
• ITIL v4
• IT Service Management
• IT Operations
• Enterprise Service Management (ESM)

Soft Skills

• Strong stakeholder management and consulting skills.
• Excellent communication and presentation abilities.
• Ability to engage with executive leadership and business owners.
• Strong analytical and problem-solving capabilities.

Desired Experience

• Experience delivering large-scale ServiceNow transformation programs.
• Experience supporting global enterprises with multi-region deployments.
• Exposure to Enterprise Service Management and Digital Workplace programs.
• Experience integrating ServiceNow with Microsoft ecosystem (Microsoft 365, Azure, Power Platform).

Success Metrics

• Platform adoption and user satisfaction.
• Reduction in manual effort through automation.
• Improved CMDB accuracy and service visibility.
• Increased operational efficiency through ITOM and AIOps.
• Enhanced employee experience through HRSD capabilities.
• Delivery of secure, scalable, and high-performing ServiceNow solutions.