Servicenow Architect

Job Name:

The ITSM/CSM Architect designs the strategic vision for our end-to-end customer support ecosystem. You will architect a unified platform that connects customer engagement with operational resolution, driving proactive service and operational efficiency.

Roles & Responsibilities:

Design the complete solution architecture for CSM, ITSM and its integration into the broader enterprise technology stack.

Define how customer data (accounts, assets, services) and employee data (Users, Groups, Access) is modeled and integrated between ServiceNow and the system of record (e.g., Salesforce, Okta, Microsoft AD).

Architect the flow of work from customer interaction to back-end resolution (e.g., Case -> Incident -> Problem -> Change).

Create a technology roadmap that incorporates advanced features like Predictive Intelligence, Virtual Agents, and Proactive Customer Service Operations.

Ensure the architecture is secure, scalable, and provides a 360-degree view of the customer.

Govern the technical design of the CSM & ITSM platform, setting standards for development and integration.

Experience

Certifications

ServiceNow Certified System Administrator (CSA) - Required.

Certified Implementation Specialist (CIS) in at least one of the core module areas (e.g., ITSM, ITOM, CMDB, ITAM, CSM, SecOps) - Required.

Certified Application Developer (CAD) - Highly Preferred.

Technical Skills:

Deep expertise in JavaScript, Glide APIs, REST/SOAP integrations, Flow Designer, and other ServiceNow Core Components.

Methodology: Proven experience working in Agile/Scrum development environments.

Soft Skills:

Excellent communication, problem-solving, leadership, and stakeholder management skills