ServiceNow Architect - CTH Role

ServiceNow Architect

The role involves leading architecture, solution design, integrations, and AI-enabled workflows using Now Assist and AI Agents. You will collaborate with stakeholders to define platform strategy, build scalable solutions, and guide technical teams through successful delivery.

Key Responsibilities

• Lead end-to-end

  architecture, solution design, and implementation

  for ServiceNow CSM.
• Define platform roadmap, standards, governance, and best practices across ServiceNow modules.
  
• Architect and oversee implementations of

  ServiceNow ITSM

  ,

  CSM

  ,

  App Engine Studio

  , and

  Now Assist

  capabilities.
• Design and manage complex

  integrations

  using REST/SOAP APIs, IntegrationHub, MID Servers, and external systems.
• Implement

  AI Agent

  and GenAI-driven features to enhance case resolution, user experience, and automation.
• Conduct platform assessments, impact analysis, and optimization for performance, scalability, and security.
  
• Guide development teams with

  technical leadership

  , code reviews, architecture patterns, and solution validation.
• Work with business leaders to convert requirements into scalable, modular, and reusable solutions.
  
• Ensure smooth upgrades, release planning, and governance across the ServiceNow ecosystem.
  
• Collaborate with cross-functional teams (ITSM, CSM, Integrations, Security, Cloud) to deliver unified solutions.
  

Required Skills

• 12+ years of experience with strong expertise in

  ServiceNow architecture and solution design

  .
• Advanced hands-on experience in

  ServiceNow CSM

  configuration and architecture.
• Deep knowledge of

  ServiceNow ITSM, Integrations, App Engine Studio

  , and platform capabilities.
• Experience implementing

  Now Assist

  features, AI Agent workflows, and GenAI-enhanced processes.
• Strong proficiency in

  JavaScript, Glide APIs, Flow Designer, Business Rules, UI Policies, ACLs

  , and platform automation.
• Solid understanding of

  data models, CMDB, security, performance tuning

  , and enterprise-scale deployments.
• Proven experience architecting integrations with external systems.
  
• Strong communication, stakeholder management, and solution consulting skills.