ServiceNow Solution Architect

Summary

Job Title: ServiceNow Solution ArchitectLocation: India (Remote with flexibility)Type: Full-time (40+ hours/week)Experience: 10+ Years (minimum 3+ years as a ServiceNow Architect)Work Hours: 12:30 PM – 9:30 PM IST (client calls), otherwise flexible

Job Summary

We are looking for a highly experienced ServiceNow Solution Architect to lead the design, development, and implementation of enterprise-grade ServiceNow solutions. The role will focus on ITSM, CMDB, integrations, and workspace experiences, with additional exposure to Financial Services Operations (FSO) and Customer Service Management (CSM) considered an advantage. This is a hands-on architecture role requiring strategic vision, technical expertise, and client-facing leadership.Key ResponsibilitiesArchitecture & Solution DesignLead the design and delivery of scalable ServiceNow solutions across ITSM, CMDB, and custom applications.Architect robust integrations with external systems using REST, SOAP, MID Server, and IntegrationHub.Define and maintain architecture blueprints, data models, and design standards.Develop Next Experience Workspaces using UI Builder and Workspace architecture best practices.ITSM & CMDB OwnershipProvide architectural oversight for Incident, Change, Problem, Request, Knowledge, SLAs, and Service Catalog modules.Lead CMDB strategy, including class modeling, data ingestion, discovery patterns, reconciliation, and health dashboards.Ensure governance around CMDB data models, CI lifecycle, and integrations with asset and service models.Stakeholder Engagement & GovernanceCollaborate with Product Owners, BAs, and Technical Leads to translate business needs into scalable solutions.Advise clients on ServiceNow capabilities, roadmap, and platform strategy.Ensure alignment with enterprise architecture, governance, and security policies.Development Oversight & MentoringReview deliverables for performance, security, and best practices compliance.Mentor development teams and guide them on platform capabilities.Support Agile delivery through story grooming, sprint planning, and backlog management.

Preferred/Secondary Scope (FSO & CSM)

Provide architectural guidance for FSO workflows and data models.Support CSM processes, including case management, playbooks, and agent workspace enhancements.Recommend best practices in customer-centric design for FSO/CSM modules.

Required Skills & Qualifications

10+ years in ServiceNow, including 3+ years as a Solution Architect or Lead Developer.Expert in ITSM, CMDB, and ServiceNow integrations (REST, SOAP, OAuth, MID Server, IntegrationHub).Strong experience with UI Builder and the Now Experience framework.Proficient in platform architecture, data modeling, ACLs, Glide APIs, and scripted solutions.Skilled in platform upgrades, performance optimization, and security design.Deep understanding of data governance, lifecycle management, and licensing implications.

Preferred Qualifications

Working knowledge of Financial Services Operations (FSO).Experience implementing or optimizing Customer Service Management (CSM).Familiarity with ATF, DevOps integrations, and domain separation.Exposure to Scoped Apps and maintainability best practices.

Certifications (Preferred)

ServiceNow Certified System Administrator (CSA) – RequiredServiceNow Certified Implementation Specialist – ITSM – Required

ServiceNow Certified Application Developer (CAD) – Preferred

ServiceNow CMDB/CSM/FSO Implementation Specialist – Highly Desirable

ITIL V3/v4 Foundation Or Practitioner – Preferred

Soft SkillsExcellent communication and client-facing skills.Strategic thinker with the ability to present technical concepts in business terms.Organized, proactive, and detail-oriented.Strong leadership and mentoring abilities.