Servicenow Architect

ServiceNow Architect Customer Service Management (CSM) & ITSM

Experience:

ServiceNow Architect

Key Responsibilities

• Lead end-to-end

  ServiceNow architecture

  for CSM and ITSM modules.
• Design and implement

  ServiceNow solutions

  , workflows, integrations, and custom applications.
• Provide architectural guidance for

  NowAssist, AI Agent, Virtual Agent, App Engine Studio

  , and platform automation.
• Define technical standards, best practices, and guardrails for enterprise ServiceNow usage.
  
• Work closely with business stakeholders, product owners, and development teams to translate requirements into scalable solutions.
  
• Oversee integration design using

  REST/SOAP APIs, MID Server, web services, and integration hubs

  .
• Conduct platform health checks, performance tuning, and optimization.
  
• Review development deliverables and ensure adherence to coding and architecture guidelines.
  
• Lead technical workshops, discovery sessions, and solution demonstrations.
  
• Provide mentorship and guidance to ServiceNow developers and admins.
  

Must-Have Skills

• 12+ years

  of total experience with

  8+ years in ServiceNow

  .
• Strong expertise in

  ServiceNow CSM

  (Customer Service Management).
• Hands-on experience with

  ITSM

  , CMDB, Incident, Problem, Change, SLA, Knowledge.
• Proven experience leading

  ServiceNow architecture and platform governance

  .
• Expertise in

  NowAssist / AI Agent / Virtual Agent

  .
• Experience with

  App Engine Studio

  , custom applications, Flow Designer.
• Strong understanding of

  ServiceNow Integrations

  (REST/SOAP, MID Server).
• Ability to create

  HLD/LLD

  , architecture diagrams, and technical solution documentation.

Good to Have

• ServiceNow

  CSA, CAD, CIS-CSM, CIS-ITSM, Architect certifications

  .
• Experience in

  GenAI features on ServiceNow

  .
• Experience working with complex enterprise environments.
  

Soft Skills

• Strong communication and stakeholder management.
  
• Ability to lead technical teams and drive solution decisions.
  
• Excellent problem-solving and analytical skills.