ServiceNow ITSM Architect

Position: Service. Now ITSM Architect Role Overview We are seeking an experienced Service. Now ITSM Architect with strong expertise in leading customer discovery workshops, requirement gathering, solution architecture, and end-to-end Service. Now ITSM implementations. The ideal candidate will engage with business and IT stakeholders to understand current processes, identify transformation opportunities, and design scalable Service.

Now solutions aligned with business objectives.

Key Responsibilities

Discovery & Consulting

• Lead customer discovery sessions, workshops, and stakeholder interviews to understand business challenges, existing ITSM processes, and transformation goals.
• Facilitate process-mapping workshops and perform current-state vs. future-state gap analysis.
• Capture and document business, functional, and technical requirements.
• Provide consulting recommendations and define Service. Now adoption roadmaps.
• Present solution approaches, effort estimates, implementation strategies, and best practices to customer leadership teams. Architecture & Solution Design
• Design end-to-end Service. Now ITSM solutions covering: o Incident Management o Problem Management o Change Management o Request Management o Knowledge Management o Service Catalog o CMDB o Service Level Management
• Define solution architecture aligned with Service. Now best practices and platform governance.
• Create architecture documents, solution designs, process flows, integration diagrams, and implementation roadmaps.
• Ensure scalability, security, maintainability, and performance of proposed solutions.

Preferred Qualifications

• Service. Now Certified System Administrator (CSA)
• Service. Now Certified Implementation Specialist – ITSM (CIS-ITSM)
• Service. Now Certified Application Developer (CAD) – Preferred
• Service. Now Certified Technical Architect (CTA) – Advantage
• ITIL v4 Foundation / Managing Professional Certification