Servicenow Architect

Job Title: ServiceNow Architect

Experience:

Skills & Expertise Required

• ServiceNow ITSM
  
• ServiceNow CSM (Customer Service Management)
  
• ServiceNow Architecture & Platform Design
  
• Integrations (REST/SOAP, MID Server, Integration Hub, 3rd-party systems)
  
• Now Assist, AI Agent, GenAI Capabilities
  
• App Engine Studio (AES) / Custom App Development
  
• Strong understanding of CMDB, Flow Designer, Data Modeling, Governance, and Best Practices
  

Key Responsibilities

Architecture & Solution Design

• Design end-to-end ServiceNow solutions with emphasis on CSM, ITSM, and enterprise workflows.
  
• Develop scalable, secure, and maintainable architectural blueprints aligned with business and IT strategies.
  
• Define data models, process flows, and integration patterns across ServiceNow modules.
  
• Establish platform governance, architectural standards, and best practices.
  

Implementation & Delivery

• Lead technical design sessions and translate business requirements into ServiceNow configurations/customizations.
  
• Oversee implementation of CSM capabilities (case management, portals, entitlements, SLAs, knowledge).
  
• Guide development using App Engine Studio and Flow Designer.
  
• Ensure high-quality development, code review, and adherence to ServiceNow standards.
  

AI, Automation & Next-Gen Capabilities

• Architect and implement Now Assist, AI Agent, predictive intelligence, and automation solutions.
  
• Enable GenAI use cases to enhance customer experience and service operations.
  
• Implement virtual agents, conversational workflows, and intelligent routing.
  

Integration & Platform Enablement

• Lead integration architecture using APIs, IntegrationHub, and enterprise systems.
  
• Ensure secure, optimized, and compliant data exchange with external applications.
  
• Define API strategies, authentication models, and integration best practices.
  

Stakeholder Management & Leadership

• Work closely with business leaders, product owners, and cross-functional teams to define roadmaps.
  
• Mentor ServiceNow developers, admins, and delivery teams.
  
• Conduct workshops, demos, and solution walkthroughs.
  

Operational Excellence

• Ensure platform stability, security, and performance.
  
• Conduct platform assessments, health checks, and optimization initiatives.
  
• Maintain architectural documentation, integration diagrams, and design decisions.