Full-Time ServiceNow ITSM+CSM Architect

Core Responsibilities

1. Architecture & Solution Design
   Design end-to-end scalable, secure, and high-performing architecture for ITSM and CSM implementations.
   Translate business requirements into well-architected solutions aligned with ServiceNow best practices.
   Define data models, integrations, workflows, and UI experiences across ITSM and CSM modules.
2. Stakeholder Collaboration
   Work closely with business and IT stakeholders to gather requirements and align ServiceNow capabilities.
   Act as the primary point of contact for client architecture discussions and design approvals.
   Guide the pre-sales team with solutioning and effort estimation.
3. Implementation Oversight
   Lead and govern technical implementations across ITSM (Incident, Problem, Change, Request, CMDB) and CSM (Case Management, Entitlements, Contracts).
   Ensure delivery aligns with defined architecture and standards.
   Provide oversight on ServiceNow configuration, customization, and integrations.
4. Governance & Best Practices
   Define and enforce coding standards, platform security, and governance guidelines.
   Set up CI/CD pipelines, DevOps best practices, and upgrade strategies.
   Perform code reviews and architectural audits.
5. Integrations & Automation
   Architect integrations with external systems (CRM, ERP, Telephony, APM, etc.).
   Leverage Integration Hub, REST/SOAP APIs, and MID Servers effectively.
   Design automation flows for proactive support and ticket deflection using Virtual Agent, Predictive Intelligence, and Flow Designer.
6. Knowledge & Mentorship
   Guide and mentor development teams, BA teams, and platform administrators.
   Create knowledge artifacts and reusable design templates.
   Stay updated with new ServiceNow releases and ensure roadmap alignment.
7. Reporting & Dashboards
   Design custom and out-of-the-box performance analytics, reports, and dashboards for IT and customer service operations.

Technical Skills Required

• Deep expertise in ServiceNow ITSM and CSM modules
• Hands-on experience with Flow Designer, Virtual Agent, CSM Playbooks, ITIL processes, and CMDB
• Strong understanding of platform architecture, ACLs, notifications, and form/UI policies
• Familiarity with Performance Analytics, Now Experience UI Framework, and Agent Workspace
• Integration Hub, REST/SOAP APIs, SSO, OAuth, and MID server expertise

Certifications (Preferred)

• ServiceNow Certified System Administrator (CSA)
• Certified Implementation Specialist – ITSM
• Certified Implementation Specialist – CSM
• ServiceNow Certified Application Developer (CAD)
• TOGAF or similar enterprise architecture certification

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