ServiceNow Solution Architect
Summary
Solution Architect leading end-to-end enterprise ServiceNow implementations with a focus on Customer Service Management (CSM) — designing case management, entitlements, SLAs, workflows and integrations (REST/SOAP, IntegrationHub, MID Server) while leading workshops and architecture governance at an IT services provider.
Your Role
We are seeking an experienced ServiceNow Solution Architect to lead the design and delivery of enterprise ServiceNow solutions, with a strong focus on Customer Service Management (CSM).
What You Will Do
Lead end-to-end solution architecture across ServiceNow transformation and implementation programs.
Design and implement ServiceNow CSM capabilities including Case Management, Entitlements, SLAs, Workspace, Routing, and Knowledge Management.
Translate business requirements into architecture blueprints, solution designs, and technical specifications.
Define platform architecture covering data models, security, ACLs, workflows, Flow Designer, and governance.
Design integrations using REST/SOAP APIs, IntegrationHub, and MID Server technologies.
Provide technical leadership through workshops, design reviews, architecture governance, and stakeholder engagement.
What We're Looking For
Proven experience leading multiple end-to-end ServiceNow implementations as a Solution or Technical Architect.
Deep expertise in ServiceNow Customer Service Management (CSM) and associated business processes.
Strong understanding of ServiceNow platform architecture, configuration, customization, security, and workflow design.
Experience designing scalable integration solutions across enterprise applications.
Ability to engage senior stakeholders and lead technical workshops from discovery through implementation.
Strong communication, consulting, and architecture documentation skills.
Preferred Qualifications
ServiceNow CSA.
ServiceNow CIS-CSM.
ServiceNow CAD.
CTA certification or equivalent architecture experience.
Large-scale enterprise transformation experience.
Exposure to AI-enabled ServiceNow capabilities.
Why Join Us
Lead high-impact transformation programs.
Influence strategic architecture decisions.
Work alongside experienced architects and consultants.
Gain exposure to AI and automation capabilities.
Deliver measurable business outcomes.
Continuous learning and career growth opportunities.