ServiceNow Architect

Key Responsibilities

• Own ServiceNow platform administration, security, availability, governance, and roadmap.

• Lead and enhance ITSM modules including Incident, Problem, Change, Request, Service Catalog, Knowledge, SLA, and Major Incident Management.

• Manage ITOM & CMDB, including CMDB governance, Discovery, Service Mapping, Event Management, CI lifecycle, and data quality.

• Manage ITAM & Software Asset Management, including licenses, entitlements, compliance, audits, and optimization.

• Configure workflows, forms, notifications, roles, ACLs, automation, and data structures.

• Design and maintain integrations using APIs, MID Server, Import Sets, IntegrationHub/Spokes.

• Integrate ServiceNow with identity, monitoring, procurement, financial, and endpoint systems.

• Manage upgrades, releases, testing, environments, SDLC controls, and platform changes.

• Establish ServiceNow governance, standards, and technical best practices aligned with ITIL and enterprise architecture.

• Develop dashboards, KPIs, reports, and monitor platform performance and health.

• Partner with business and IT stakeholders to translate requirements into scalable ServiceNow solutions.

• Drive automation, process improvement, adoption, documentation, and training.

Required Skills

• Strong hands-on ServiceNow architecture and platform administration experience.

• Expertise in ITSM, ITOM, CMDB, ITAM/SAM, Discovery, Service Mapping, and Event Management.

• Experience with ServiceNow integrations, APIs, MID Server, Import Sets, and IntegrationHub.

• Strong understanding of ServiceNow security, governance, workflows, automation, and release management.

• Experience working with enterprise stakeholders and driving platform strategy and continuous improvement.