ServiceNow ITSM

Job Title: Application Architect - ServiceNow ITSM - B9 **India**

Duration: 15 Nov 2025 - 15 May 2026

No. of Positions: 5

**Must be onsite at any of the following office locations:

• Bengaluru

• Delhi/New Delhi

• Mumbai

• Chennai

• Pune

• Hyderabad

• Kolkata

• Coimbatore

• Noida

• Bhubaneshwar

• Ahmedabad

• Kochi

Job Requirements:

Years of experience: 15+

Position Overview:

- We are looking for an experienced and dynamic Application Architect specializing in ServiceNow IT Service Management (ITSM).

- The ideal candidate will have over 15+ years of experience in ServiceNow ITSM implementations and design, a strong background in pre-sales activities and solutioning, and hands-on experience in Agile project management.

- This role requires a candidate with expertise in creating scalable and innovative ServiceNow ITSM solutions while maintaining a deep understanding of the latest industry trends and best practices.

- The ideal candidate should also hold the ServiceNow Certified System Administrator (CSA), Certified Application Developer (CAD), and Certified Implementation Specialist - ITSM (CIS-ITSM) certifications.

- ServiceNow Certified Technical Architect (CTA) or Certified Master Architect (CMA) certifications are preferred.

Key Responsibilities:

• Lead the design, architecture, and implementation of ServiceNow ITSM solutions that meet client requirements and provide a seamless customer experience.

• Work closely with clients to understand business needs, mapping out processes, and providing custom ITSM solutions that improve customer service operations.

• Engage in pre-sales activities such as requirements gathering, solution design, estimation, and proposal creation, ensuring alignment with customer objectives.

• Act as a trusted advisor to clients, guiding them through complex ServiceNow ITSM implementations and helping them realize the full potential of the platform.

• Oversee the configuration and customization of ServiceNow ITSM modules, ensuring the delivery of high-quality, scalable solutions.

• Design and implement integrations between ServiceNow ITSM and third-party systems (e.g., CRM, ERP, Monitoring applications) to streamline customer service workflows.

• Collaborate with project management and technical teams to ensure timely and successful delivery of ITSM solutions, using Agile methodologies to manage sprints and backlogs.

• Lead workshops and training sessions to educate clients and internal teams on ServiceNow ITSM best practices and the platform’s capabilities.

• Troubleshoot and resolve complex issues related to ITSM implementations, providing effective solutions and continuous improvements.

• Stay current with ServiceNow’s latest releases, capabilities, and trends within the ITSM space, integrating new features as appropriate.

Required Qualifications:

• At least 15 years of experience working with the ServiceNow platform, with a focus on ITSM implementations and solution design.

• Hands-on experience with ServiceNow ITSM modules such as Incident Management, Problem Management, Change Management, Service Catalog, Knowledge Management, Service Portal, and Virtual Agent.

• Proven track record of leading ServiceNow ITSM implementations from inception to deployment, including requirement analysis, design, and customization.

• Strong pre-sales experience, including involvement in scoping, solutioning, estimation, and client presentations.

• CSA (Certified System Administrator) Certified Application Developer (CAD), and CIS-ITSM (Certified Implementation Specialist - ITSM) certification are required.

• ServiceNow Certified Technical Architect (CTA) or Certified Master Architect (CMA) certification preferred.

• Solid experience with Agile project management, including backlog management, sprint planning, and delivering projects in iterative cycles.

• Ability to work with cross-functional teams (e.g., business analysts, developers, and QA) to ensure solutions are delivered according to the client’s needs.

• Strong understanding of ITSM workflows, best practices, and the overall customer service lifecycle.

• Experience integrating ServiceNow ITSM with other systems

• Exceptional communication and presentation skills, with the ability to interact effectively with clients at all levels.

• Strong problem-solving skills and the ability to drive resolution on complex issues in a timely manner.

Desired Qualifications:

• Experience with ServiceNow Performance Analytics and reporting in the context of ITSM.

• Familiarity with advanced ServiceNow features such as AI-driven customer support, automation, and self-service options.

• Knowledge of ITIL and other frameworks, particularly those related to customer service operations.

• Experience in managing and mentoring junior team members and sharing knowledge to build a high-performing team.

• Experience in change management and supporting the adoption of new tools and technologies within customer service environments.