ServiceNow ITSM, CSM & FSM Integrations Architect

Experience - 10+ years

Location - Remote

Role Overview

We are seeking an experienced ITSM, CSM & FSM Integrations Architect to lead the architecture, design, and implementation of enterprise integration solutions across ServiceNow IT Service Management (ITSM), Customer Service Management (CSM), and Field Service Management (FSM). The ideal candidate will possess deep expertise in ServiceNow architecture, integration frameworks, and enterprise application connectivity, enabling seamless data exchange and business process automation across complex IT ecosystems. This role requires close collaboration with business stakeholders, enterprise architects, and delivery teams to design scalable, secure, and high-performing integration solutions.

Key Responsibilities

• Design end-to-end integration architecture for ServiceNow ITSM, CSM, and FSM implementations.
• Define integration strategies between ServiceNow and enterprise applications, including ERP, CRM, HR, identity management, cloud platforms, monitoring tools, and third-party systems.
• Architect scalable API-based integration solutions using REST, SOAP, IntegrationHub, MID Server, web services, and event-driven architectures.
• Lead integration design workshops and provide technical guidance to development teams throughout the project lifecycle.
• Establish integration standards, governance, security, and best practices aligned with enterprise architecture principles.
• Collaborate with business stakeholders to translate functional requirements into robust technical integration designs.
• Ensure high availability, scalability, performance, and reliability of enterprise integrations.
• Conduct architecture reviews, code reviews, and solution assessments to ensure adherence to quality standards.
• Support complex troubleshooting and resolution of integration-related issues.
• Stay current with ServiceNow platform capabilities, integration technologies, and industry best practices.

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
• 10+ years of experience in enterprise application architecture and systems integration.
• Extensive hands-on experience with ServiceNow ITSM, CSM, and FSM implementations.
• Strong expertise in ServiceNow IntegrationHub, Flow Designer, MID Server, REST APIs, SOAP APIs, web services, and API management.
• Experience integrating ServiceNow with enterprise platforms such as SAP, Salesforce, Microsoft Dynamics, Workday, Microsoft 365, monitoring tools, and identity providers.
• Strong understanding of authentication and security protocols, including OAuth, SAML, JWT, LDAP, and Single Sign-On (SSO).
• Experience with enterprise integration patterns, messaging technologies, and middleware platforms.
• Strong understanding of ITIL processes, service management, customer service operations, and field service workflows.
• Excellent stakeholder management, solution design, communication, and leadership skills.

Preferred Qualifications

• ServiceNow Certified System Administrator (CSA).
• ServiceNow Certified Application Developer (CAD).
• ServiceNow Certified Implementation Specialist (ITSM, CSM, or FSM).
• Experience with IntegrationHub Enterprise Pack and Service Graph Connector.
• Knowledge of cloud platforms such as Microsoft Azure, AWS, or Google Cloud Platform (GCP).
• Experience working in Agile and DevOps delivery environments.
• TOGAF, ITIL, or enterprise architecture certifications are an added advantage.

Ideal Candidate

The ideal candidate is a strategic integration architect with extensive experience designing enterprise-grade ServiceNow integration solutions. They possess strong technical leadership skills, a deep understanding of modern integration architectures, and the ability to collaborate with cross-functional teams to deliver secure, scalable, and business-driven solutions across ITSM, CSM, and FSM domains.