ServiceNow Architect – ITSM, Service Catalog & Integrations
Job Profile Summary
We are seeking an experienced ServiceNow Architect with 10+ years of overall IT experience and strong expertise in the ServiceNow platform, particularly ITSM, Service Catalog, integrations, and platform customization. The candidate will be responsible for designing scalable ServiceNow solutions, defining technical architecture, leading implementations, and ensuring alignment with enterprise architecture, security, governance, and business requirements.
Key Responsibilities
- Design and architect end-to-end ServiceNow solutions across ITSM and Service Catalog.
- Lead architecture, technical design, development, configuration, testing, deployment, and support activities.
- Provide strong expertise across Incident, Problem, Change, Request, Knowledge, and Service Catalog modules.
- Design and implement complex Catalog Items, Record Producers, Order Guides, Catalog Variables, Variable Sets, and Workflows/Flow Designer.
- Develop and maintain integrations between ServiceNow and enterprise applications using REST, SOAP, IntegrationHub, MID Server, APIs, and web services.
- Configure and develop UI Policies, UI Actions, Client Scripts, Business Rules, Script Includes, Data Policies, and ACLs.
- Define best practices for ServiceNow scripting, customization, configuration, performance, and maintainability.
- Design integration architecture and ensure secure and reliable data exchange between ServiceNow and external systems.
- Lead technical discussions with business stakeholders, solution architects, developers, and infrastructure teams.
- Review technical designs and code to ensure adherence to ServiceNow development standards.
- Support CMDB and CSDM-aligned architecture where applicable.
- Identify opportunities to reduce customizations and maximize the use of out-of-box ServiceNow capabilities.
- Troubleshoot complex platform, integration, performance, and production issues.
- Mentor ServiceNow developers and provide technical leadership to project teams.
- Participate in upgrades, releases, instance strategy, deployment, and platform governance.
Mandatory Technical Skills
- 10+ years of overall IT experience with significant hands-on ServiceNow experience.
- Strong expertise in ServiceNow ITSM modules.
- Strong experience with Service Catalog and Request Management.
- Hands-on expertise in:
- Client Scripts
- UI Policies
- UI Actions
- Business Rules
- Script Includes
- ACLs
- Data Policies
- Glide APIs
- Scheduled Jobs
- Strong knowledge of JavaScript and ServiceNow scripting.
- Experience with REST/SOAP integrations, IntegrationHub, MID Server, APIs, and web services.
- Strong understanding of Flow Designer and Workflow.
- Experience designing scalable and maintainable ServiceNow architecture.
- Knowledge of CMDB, CSDM, Discovery, and Service Mapping is preferred.
- Experience with ServiceNow upgrades, deployments, testing, and release management.
- Strong understanding of ServiceNow security, roles, ACLs, authentication, and data access.
Preferred Certifications
- ServiceNow Certified System Administrator (CSA)
- ServiceNow Certified Application Developer (CAD)
- ServiceNow Certified Implementation Specialist – ITSM
- ServiceNow Certified Technical Architect (CTA) or relevant architect-level certification is highly desirable.
Education
- Bachelor's or Master's degree in Computer Science, Information Technology, Engineering, or a related discipline.
Soft Skills
- Strong analytical and problem-solving skills.
- Excellent communication and stakeholder-management skills.
- Ability to translate business requirements into scalable technical solutions.
- Strong leadership, mentoring, and technical decision-making capabilities.
- Ability to work effectively in Agile and enterprise delivery environments.
Experience Level
Overall Experience: 10+ Years
Relevant ServiceNow Experience: 7+ Years preferred
Role Type: ServiceNow Architect / Technical Architect
Primary Focus: ITSM | Service Catalog | Integrations | ServiceNow Development & Architecture
