ITSM Solutions Architect - ServiceNow
Summary
Architects and administers enterprise ITSM on ServiceDesk Plus Enterprise from an on-site Hyderabad office (5:30 PM–2:30 AM IST shift): designing ITIL-aligned processes, workflows, automation, SLAs, CMDB, enterprise integrations and dashboards across the full platform lifecycle. Requires 8+ years in ITSM and ITIL Foundation certification.
ITSM Solution Architect – ServiceNow
Position Summary
We are seeking an experienced ITSM Solution Architect –
ServiceNow with 8+ years of experience in IT Service Management,
ServiceNow platform architecture, ITSM process design, service desk operations,
enterprise integrations, workflow automation, and ITSM transformation.
The ideal candidate will have strong hands-on expertise in ServiceNow
ITSM with proven experience in designing, implementing, configuring, and
optimizing enterprise-scale ServiceNow solutions. The candidate should have
strong knowledge of Incident Management, Request Management, Change
Management, Problem Management, Knowledge Management, Service Catalog, Service
Level Management, CMDB, Asset Management, and Configuration Management.
This role will serve as both technical and process
architect, working closely with IT Operations, Service Desk,
Infrastructure, Applications, Security, and business stakeholders to translate
complex business requirements into scalable ServiceNow solutions aligned with
organizational objectives, ITIL best practices, governance, compliance, and
operational standards.
The architect will be responsible for defining ServiceNow
architecture, platform standards, integration strategies, automation
frameworks, ITSM processes, CMDB governance, reporting, and continuous
improvement initiatives.
Key Responsibilities
- Design
and architect scalable ServiceNow ITSM solutions aligned with business and
IT objectives.
- Lead
implementation and optimization of:
- Incident
Management
- Request
Management
- Change
Management
- Problem
Management
- Knowledge
Management
- Service
Catalog
- SLA
Management
- CMDB
& Configuration Management
- Asset
Management
- Define
ServiceNow platform architecture, standards, governance, and best
practices.
- Architect
and implement workflow automation using Flow Designer and IntegrationHub.
- Lead
CMDB governance, CSDM adoption, and data quality initiatives.
- Design
and support enterprise integrations using REST, SOAP, APIs, MID Server,
Import Sets, and IntegrationHub.
- Review
and guide development activities involving Business Rules, Client Scripts,
Script Includes, ACLs, Flows, and APIs.
- Develop
executive dashboards, KPIs, Performance Analytics, and operational
reporting.
- Lead
platform upgrades, releases, architecture reviews, and continuous
improvement initiatives.
- Conduct stakeholder workshops, requirements
gathering sessions, and solution design reviews.
Requirements
- 8+
years of experience in ServiceNow, ITSM, Solution Architecture, or IT
Operations.
- Strong
hands-on experience with ServiceNow ITSM suite.
- Expertise
in ITIL processes and service management best practices.
- Experience
with:
- Flow
Designer
- IntegrationHub
- CMDB
& CSDM
- Service
Catalog
- SLA
Management
- Performance
Analytics
- REST/SOAP
Integrations
- MID
Server
- Strong
knowledge of ServiceNow platform architecture, governance, and
upgrade-safe development.
- Excellent
stakeholder management, consulting, and communication skills.
- Experience
leading enterprise-scale ServiceNow implementations and transformations.
Certifications
Mandatory:
- ITIL
Foundation Certification
Preferred:
- ServiceNow
CSA
- CIS-ITSM
- CIS-CMDB
- CIS-Discovery
- CAD
- Advanced
ITIL Certifications
Preferred Qualifications
- Experience
with ServiceNow ITSM Pro / Enterprise capabilities.
- Experience
with ITOM, Discovery, Service Mapping, and Event Management.
- Experience
with Employee Center, Virtual Agent, AI Search, and Now Assist.
- Exposure
to regulated industries such as Healthcare, Finance, or Government.
- Experience
driving ITSM transformation and platform governance initiatives.
- Experience
with ServiceNow Integration Hub and MID Server.
Key Competencies
- ServiceNow
Solution Architecture
- ITSM
& ITIL Process Design
- Workflow
Automation
- CMDB
& CSDM Governance
- Enterprise
Integrations
- Platform
Governance
- Reporting
& Analytics
- ITSM
Transformation
- Stakeholder
Management
- Leadership
& Consulting