Solution Designer (ServiceNow)

Job Summary:

We are seeking a highly skilled and experienced ServiceNow Solution Designer to join our digital transformation team. This role is responsible for designing scalable, sustainable, and high-performing solutions on the ServiceNow platform that align with business objectives and IT strategy. The ideal candidate has deep knowledge of ServiceNow architecture and modules, excellent problem-solving skills, and a strong ability to work with both business and technical stakeholders.

Key Responsibilities:

• Collaborate with business analysts, product owners, and stakeholders to gather requirements and translate them into ServiceNow solutions.
• Design end-to-end ServiceNow solutions across various modules including (but not limited to) ITSM, ITOM, CMDB, HRSD, SecOps, GRC, or CSM.
• Create and maintain solution architecture documentation using confluence, design specifications, and interface designs.
• Ensure ServiceNow solutions follow best practices, are scalable, and comply with enterprise architecture standards.
• Guide development teams during implementation to ensure alignment with approved designs.
• Conduct design reviews, support UAT, and manage design-related changes.
• Participate in platform governance and contribute to roadmap development.
• Evaluate new features in ServiceNow releases and identify opportunities to improve or expand current capabilities.
• Design and lead integrations between ServiceNow and third-party systems, including:
• Other ServiceNow instances (cross-tenant integrations).
• External ticketing systems such as Jira, BMC Remedy, Zendesk, or Freshservice.
• Internal systems such as CMDBs, monitoring tools, and ERP/HR systems.
• Use of IntegrationHub, REST/SOAP APIs, MID Servers, and Webhooks.

Required Qualifications:

• 10+ years of experience working with the ServiceNow platform.
• Proven experience in designing solutions for multiple ServiceNow modules.
• Strong understanding of ServiceNow architecture, data model, and platform capabilities.
• Hands-on experience in integrating ServiceNow with external platforms and APIs.
• Solid understanding of ITIL v4 framework and process design.
• Excellent documentation and communication skills.
• ServiceNow Certified System Administrator (CSA) required.
• One or more advanced certifications preferred (e.g., Certified Application Developer, Certified Implementation Specialist in ITSM/HRSD/SecOps, etc.).

Preferred Skills:

• Experience with Agile/Scrum development methodologies.
• Expertise in JavaScript, Flow Designer, Business Rules, and Script Includes.
• Familiarity with IntegrationHub Spokes, custom connectors, and secured APIs.
• Knowledge of authentication protocols (OAuth 2.0, Basic Auth, etc.) in integrations.
• Experience working with distributed teams and enterprise clients.
• Strong analytical thinking and problem-solving capabilities.