ServiceNow Technical Architect

ServiceNow Technical Architect - 6 months - London/hybrid - £545

Role Overview

We are seeking an experienced ServiceNow Technical Architect to lead the design and implementation of ServiceNow solutions across Telecommunications Service Management (TSM), Telecommunications Service Operations Management (TSOM), the Common Service Data Model (CSDM), and Customer Service Management (CSM). This role owns end-to-end platform architecture, chairs technical governance, and acts as the primary technical authority across the programme.

Required Skills & Experience

6+ years ServiceNow experience, including 3+ years in an architect-level role

Hands-on implementation experience across TSM and TSOM (event management, alarm correlation, service assurance workflows)

Strong working knowledge of CSDM (v2/v3) - service modelling, application/service relationships, and CMDB data governance

Proven CSM implementation experience - case management, customer workspace, SLA/entitlement configuration

ServiceNow Certified Technical Architect (CTA) or working towards certification; relevant CIS certifications (CIS-CSM, CIS-ITOM, or equivalent) preferred

Experience with TM Forum Open APIs, Kafka-based event streaming, and telecom network topology concepts is highly desirable

Strong stakeholder management skills - able to translate business requirements into scalable technical designs and defend architectural decisions to both technical and non-technical audiences

Key Responsibilities

Define and own the target ServiceNow architecture, including instance strategy, RBAC design, CSDM alignment, and integration architecture standards

Lead solution design for TSM (incident, problem, change, SLA/OLA) and TSOM (event ingestion, alarm correlation, service impact analysis) implementations

Architect CSM solutions covering case management, customer engagement, and regulatory SLA compliance

Design and govern the CSDM service model - mapping business services, technical services, and CIs into a coherent, scalable hierarchy

Chair the Design Authority and Architecture Review Board, reviewing and approving all High-Level and Low-Level Designs before build

Define integration architecture standards (REST/SOAP, event-driven patterns, MID Server strategy) and oversee northbound/southbound integration design

Establish CI/CD pipeline governance, update set promotion standards, and environment strategy across DEV/TEST/PROD

Act as technical escalation point for design conflicts, ensuring cross-module coherence between TSM, TSOM, CSM, and CMDB/CSDM

Desirable

Experience in telecom or fibre network operator environments

Familiarity with Integration Hub, Discovery, and Service Mapping

Track record chairing technical governance forums (Design Authority, ARB) on enterprise-scale programmes