ServiceNow Architect

Title: ServiceNow Architect

Work Type: Remote

Location: Aurora, IL

Job Type: Contract

Duration: Long-term

Job Description:

Responsibilities:

·       Lead the solution architecture and technical design for ServiceNow CSM implementations and transformation programs.

·       Translate business and customer service requirements into scalable ServiceNow CSM solutions.

·       Define the overall application architecture, technical approach, data model, integration architecture, and security model.

·       Design solutions across:

·       CSM Case Management

·       Customer & Consumer Management

·       Accounts & Contacts

·       Case Assignment and Routing

·       Entitlements and SLAs

·       Knowledge Management

·       Customer Service Portal

·       CSM Workspace

·       Customer Service Management Advanced

·       Omni-Channel / Advanced Work Assignment

·       Define configuration vs. customization strategy and ensure solutions remain upgrade-friendly.

·       Design integrations between ServiceNow CSM and external applications such as CRM, ERP, billing, identity, customer portals, and enterprise systems.

·       Define integration patterns using REST/SOAP, IntegrationHub, MID Server, APIs, Import Sets, and Transform Maps.

·       Establish technical standards for ServiceNow development, scripting, integrations, security, data management, and deployment.

·       Review technical designs, configurations, scripts, integrations, and custom applications developed by the technical team.

·       Provide technical leadership to Senior Developers, Developers, Business Analysts, and QA teams.

·       Conduct architecture and code reviews to ensure adherence to ServiceNow best practices.

·       Lead technical discussions with customers and stakeholders and present solution options, architecture decisions, and recommendations.

·       Identify platform limitations, technical risks, dependencies, and opportunities for process or platform optimization.

·       Develop High-Level Design (HLD), Low-Level Design (LLD), integration specifications, data models, and technical architecture documentation.

·       Define migration, deployment, upgrade, and release strategies.

·       Ensure solutions comply with ServiceNow security, performance, scalability, and maintainability standards.

·       Support estimation, planning, technical feasibility assessments, and proposal/RFP activities.

·       Participate in ServiceNow upgrades and assess the impact of customizations and platform changes.

·       Provide technical guidance during SIT, UAT, production deployment, and post-production stabilization.

·       Mentor and coach ServiceNow development teams and establish reusable technical patterns.

Required Tech Skills:

·       8–12+ years of ServiceNow experience, with significant experience in architecture and solution design.

·       Strong hands-on experience with ServiceNow CSM implementations.

·       Deep understanding of the ServiceNow CSM data model, architecture, and platform capabilities.

·       Strong experience designing enterprise ServiceNow solutions and translating business requirements into technical architecture.

Strong knowledge of:

·       CSM Case Management

·       Accounts & Contacts

·       Consumer Management

·       Customer Service Portal

·       CSM Workspace

·       Entitlements

·       SLAs

·       Knowledge Management

·       Case Assignment & Routing

·       Advanced Work Assignment

·       Omni-Channel

Strong ServiceNow platform knowledge including:

·       Business Rules

·       Script Includes

·       Client Scripts

·       UI Policies

·       ACLs

·       Flow Designer

·       IntegrationHub

·       UI Builder / Now Experience

·       Scoped Applications

·       Update Sets / Application Repository

·       Strong experience designing REST/SOAP/API-based integrations.

·       Experience with MID Server, IntegrationHub, Import Sets, Transform Maps, and data migration.

·       Strong understanding of ServiceNow security and access control architecture.

·       Knowledge of ServiceNow performance optimization and scalability considerations.

·       Experience with enterprise application architecture and integration patterns.

Architecture & Design Skills
The candidate should be capable of independently defining:
• Solution Architecture
• Application Architecture
• Integration Architecture
• Data Architecture
• Security Architecture
• Technical Design
• Customization Strategy
• Deployment & Release Strategy
• Data Migration Strategy
• Upgrade Strategy
• Non-functional Requirements
• Performance & Scalability Approach

Preferred Certifications
• ServiceNow Certified System Administrator (CSA)
• Certified Application Developer (CAD)
• Certified Implementation Specialist – Customer Service Management (CIS-CSM)
• ServiceNow Certified Technical Architect (CTA) – highly preferred