ServiceNow Technical Architect

• We are seeking an experienced ServiceNow Technical Architect to lead the design, architecture, governance, and implementation of enterprise-wide ServiceNow solutions. The ideal candidate will possess deep expertise across multiple ServiceNow products, including HRSD, ITSM, CMDB, CSDM, ITOM, AIOps, SecOps, IRM, BCM, SPM, and Now Assist, with a strong background in platform architecture, integrations, automation, and digital transformation initiatives.
• The candidate will work closely with business stakeholders, enterprise architects, development teams, and leadership to define scalable and secure solutions aligned with organizational objectives and ServiceNow best practices., * Architecture & Solution Design
• Define and govern enterprise-wide ServiceNow architecture and platform strategy.
• Design scalable, secure, and high-performing ServiceNow solutions aligned with business requirements.
• Lead architecture workshops and discovery sessions with stakeholders.
• Create technical architecture documents, solution blueprints, and design standards.
• Drive platform standardization, optimization, and technical governance.

Platform Leadership

• Act as the technical authority for all ServiceNow implementations and enhancements.
• Review and approve technical designs developed by developers and consultants.
• Ensure adherence to ServiceNow leading practices, upgrade readiness, and platform sustainability.
• Establish reusable frameworks, coding standards, and governance processes.

Module Expertise

IT Service Management (ITSM)

• Incident, Problem, Change, Release, Request Management.
• Service Catalog, Knowledge Management, Asset Management.
• Service Level Management and Virtual Agent integrations.

Human Resources Service Delivery (HRSD)

• Employee Center and Employee Journey Management.
• HR Case Management and HR Service Automation.
• HR knowledge and lifecycle event implementations.

Configuration Management Database (CMDB) & CSDM

• Design and maintain enterprise CMDB architecture.
• Implement and govern Common Service Data Model (CSDM).
• Improve data quality, reconciliation, normalization, and service mapping strategies.

IT Operations Management (ITOM)

• Discovery, Service Mapping, Event Management.
• Cloud Discovery and Infrastructure Visibility.
• Operational Intelligence and Service Health.

AIOps

• Event correlation and alert intelligence.
• Predictive analytics and operational insights.
• Automation of incident detection and remediation.

Security Operations (SecOps)

• Vulnerability Response.
• Security Incident Response.
• Threat Intelligence integrations.
• Security posture improvement initiatives.

Integrated Risk Management (IRM)

• Policy and Compliance Management.
• Risk Management.
• Audit Management.
• Third-Party Risk Management.

Business Continuity Management (BCM)

• BCM implementation and governance.
• Business impact assessment and continuity planning.
• Disaster recovery process integration.

Strategic Portfolio Management (SPM)

• Demand Management.
• Project and Portfolio Management.
• Agile Development and Resource Management.
• Investment and strategic planning alignment.

Now Assist (GenAI)

• Architect and implement Now Assist capabilities.
• AI-powered virtual assistance and conversational experiences.
• AI-assisted case summarization and resolution intelligence.
• Governance and responsible AI implementation.

Integrations & Automation

• Design integrations using REST, SOAP, Integration Hub, MID Server, and APIs.
• Integrate ServiceNow with enterprise applications, cloud platforms, and security tools.
• Build end-to-end workflow automation using Flow Designer and Integration Hub.
• Guide migration from legacy systems to ServiceNow platform.

Stakeholder Management

• Partner with business leaders and executives to align ServiceNow capabilities with business goals.
• Present architecture solutions to technical and non-technical audiences.
• Provide strategic recommendations and roadmap planning.

Delivery & Team Leadership

• Lead technical teams across multiple ServiceNow programs.
• Mentor developers, administrators, and technical consultants.
• Drive Agile delivery practices and DevOps adoption.
• Support major releases, upgrades, and platform transformations.

• 10+ years of overall IT experience.
• 7+ years of experience as a ServiceNow Architect or Lead Solution Architect.
• Experience delivering multiple end-to-end ServiceNow enterprise implementations.
• Proven experience leading global ServiceNow programs and transformation initiatives.

Technical Skills

• HRSD
• ITSM
• CMDB
• CSDM
• ITOM
• AIOps
• SecOps
• IRM
• BCM
• SPM

• Now Assist

• Strong understanding of Service Portal, Employee Center, Flow Designer, Integration Hub, and Virtual Agent.
• Expertise in ServiceNow platform architecture and governance.
• Strong knowledge of JavaScript, REST APIs, Web Services, and integrations.
• Experience with cloud platforms such as Azure, AWS, and Google Cloud.
• Strong understanding of ITIL, Agile, DevOps, and enterprise architecture frameworks.

Preferred Certifications

ServiceNow Certifications

• Certified Technical Architect (CTA) Preferred
• Certified Master Architect (CMA) Preferred
• Certified System Administrator (CSA)
• Certified Application Developer (CAD)
• Certified Implementation Specialist (CIS) ITSM
• CIS HRSD
• CIS ITOM
• CIS SPM
• CIS IRM
• CIS Security Operations

Other Certifications

• ITIL v4 Managing Professional / Expert
• TOGAF
• PMP / SAFe Agilist
• Azure/AWS Architect Certifications

Key Competencies

• Enterprise Architecture
• Solution Design & Governance
• Strategic Thinking
• Stakeholder Management
• Technical Leadership
• Presales & Solutioning
• Digital Transformation
• Risk Management
• Communication & Presentation Skills
• Team Mentoring and Leadership

Success Metrics

• Successful delivery of ServiceNow transformation programs.
• CMDB and CSDM maturity improvements.
• Increased platform adoption and automation.
• Reduction in operational and security risks.
• Improved service availability and customer experience.
• Adoption and value realization of AI-driven capabilities through Now Assist.