ServiceNow Technical Architect ITSM ITOM ITAM

Job Summary:

We are seeking a highly experienced ServiceNow Technical Architect with deep expertise across IT Service Management (ITSM), IT Operations Management (ITOM), and IT Asset Management (ITAM). This strategic role is responsible for leading the technical architecture, solution design, and end-to-end delivery of complex ServiceNow implementations and integrations. The ideal candidate will have a strong background in enterprise IT architecture and a proven track record of successfully delivering scalable ServiceNow solutions aligned with ITIL best practices and business goals.

Key Responsibilities:

• Define and design ServiceNow architecture across ITSM, ITOM, and ITAM modules to meet enterprise requirements.

• Lead technical strategy, roadmap planning, and architectural decisions for ServiceNow platform deployments.

• Oversee solution design, configuration, customization, and integration activities.

• Provide technical governance and ensure adherence to ServiceNow development best practices, coding standards, and platform capabilities.

• Collaborate with business analysts, process consultants, and developers to translate functional requirements into robust technical solutions.

• Guide implementation teams through complex delivery scenarios including CMDB, Discovery, Event Management, Service Mapping, HAM/SAM, and more.

• Identify and mitigate technical risks and provide guidance on platform scalability, performance, and security.

• Design and manage integrations between ServiceNow and external systems (CMDB, monitoring tools, ERP, etc.) using APIs (REST/SOAP), MID servers, and data sources.

• Review and approve technical documentation, architecture diagrams, and deployment plans.

• Lead troubleshooting and root cause analysis for performance and platform issues.

• Stay abreast of ServiceNow product updates, releases, and industry trends, and proactively recommend improvements.

Required Skills & Qualifications:

• Bachelor's degree in computer science, Information Systems, Engineering, or a related field (master’s degree preferred).

• 8+ years of overall IT experience, including at least 5 years of hands-on ServiceNow architecture/design experience.

• Proven expertise in ServiceNow ITSM, ITOM (Discovery, Service Mapping, Event Management), and ITAM (HAM, SAM).

• Strong understanding of ITIL v3/v4 and how it maps to ServiceNow modules.

• Experience designing and implementing solutions involving CMDB, Discovery, Workflow, Orchestration, Integration Hub, and Scoped Applications.

• Deep knowledge of ServiceNow platform architecture and key capabilities including o Client/server-side scripting (JavaScript, Glide) o Custom applications and UI components o Flow Designer and Automation o Data modeling and CMDB structure o MID Server architecture and integrations • Familiarity with CI/CD, DevOps pipelines, and version control (e.g., Git).

• Experience with Agile methodologies and managing work via Jira or similar tools. Preferred Certifications:

• Mandatory: o ServiceNow Certified System Administrator (CSA) o ServiceNow Certified Implementation Specialist – ITSM

• Highly Preferred: o ServiceNow Certified Implementation Specialist – ITOM o ServiceNow Certified Implementation Specialist – ITAM o ServiceNow Certified Application Developer (CAD) o ServiceNow Certified Technical Architect (CTA) or ServiceNow Certified Master Architect (CMA) o ITIL v4 Foundation or higher

Soft Skills:

• Strong leadership and mentoring abilities.

• Excellent communication skills with both technical and non-technical stakeholders.

• Ability to manage multiple high-priority projects in a fast-paced environment.

• Analytical mindset with a strong problem-solving approach.

• Strong documentation and presentation skills.