ServiceNow ITSM Architect

About the role

An experienced ServiceNow ITSM Architect is sought to lead customer discovery workshops, gather requirements, design solution architecture and deliver end-to-end ServiceNow ITSM implementations. The architect engages business and IT stakeholders to understand current processes, identify transformation opportunities and design scalable ServiceNow solutions aligned with business objectives.

Key responsibilities

• Lead customer discovery sessions, workshops and stakeholder interviews to understand business challenges, existing ITSM processes and transformation goals.
• Facilitate process-mapping workshops and run current-state versus future-state gap analyses.
• Capture and document business, functional and technical requirements, and provide consulting recommendations and adoption roadmaps.
• Present solution approaches, effort estimates, implementation strategies and best practices to customer leadership teams.
• Design end-to-end ServiceNow ITSM solutions covering incident management, problem management, change management, request management, knowledge management, service catalog, CMDB and service level management.
• Define solution architecture aligned with ServiceNow best practices and platform governance, and create architecture documents, solution designs, process flows, integration diagrams and implementation roadmaps.
• Ensure scalability, security, maintainability and performance of proposed solutions.

Required profile

• Experience leading customer discovery and requirement-gathering workshops.
• Ability to work with business and IT stakeholders to design scalable ServiceNow solutions.

Required skills

• ServiceNow ITSM implementation and solution architecture.
• Preferred: ServiceNow Certified System Administrator (CSA).
• Advantageous: ServiceNow Certified Implementation Specialist - ITSM (CIS-ITSM), Certified Application Developer (CAD), Certified Technical Architect (CTA).
• ITIL v4 Foundation / Managing Professional certification.