ServiceNow ITSM Architect
Description
Position: ServiceNow ITSM Architect
Role Overview
We are seeking an experienced ServiceNow ITSM Architect with
strong expertise in leading customer discovery workshops, requirement
gathering, solution architecture, and end-to-end ServiceNow ITSM
implementations. The ideal candidate will engage with business and IT
stakeholders to understand current processes, identify transformation
opportunities, and design scalable ServiceNow solutions aligned with business
objectives.
Key Responsibilities
Discovery & Consulting
• Lead customer discovery
sessions, workshops, and stakeholder interviews to understand business
challenges, existing ITSM processes, and transformation goals.
• Facilitate process-mapping
workshops and perform current-state vs. future-state gap analysis.
• Capture and document
business, functional, and technical requirements.
• Provide consulting
recommendations and define ServiceNow adoption roadmaps.
• Present solution approaches,
effort estimates, implementation strategies, and best practices to customer
leadership teams.
Architecture & Solution Design
• Design end-to-end ServiceNow
ITSM solutions covering:
o Incident Management
o Problem Management
o Change Management
o Request Management
o Knowledge Management
o Service Catalog
o CMDB
o Service Level Management
• Define solution architecture
aligned with ServiceNow best practices and platform governance.
• Create architecture
documents, solution designs, process flows, integration diagrams, and
implementation roadmaps.
• Ensure scalability, security,
maintainability, and performance of proposed solutions.
Preferred Qualifications
• ServiceNow Certified System
Administrator (CSA)
• ServiceNow Certified
Implementation Specialist – ITSM (CIS-ITSM)
• ServiceNow Certified
Application Developer (CAD) – Preferred
• ServiceNow Certified
Technical Architect (CTA) – Advantage
• ITIL v4 Foundation / Managing
Professional Certification