Senior ServiceNow Solution Architect – ITOM, CSDM

This is a fully remote position, open to applicants in India.

📋 Description

• Design, develop, and implement robust ServiceNow solutions for enterprise clients in the DACH region.

• Take ownership of ServiceNow workstreams, which include planning, prioritization, and delivering independently.

• Lead projects from inception through to go-live and handover, managing them end-to-end.

• Serve as the primary technical contact for assigned clients.

• Collaborate with developers, consultants, and client teams.

• Identify potential risks, suggest mitigation strategies, and escalate issues when necessary.

• Prepare and present architecture overviews, sprint reviews, and solution demonstrations.

• Convey complex technical concepts to both technical and non-technical audiences.

• Develop solution designs, architecture diagrams, implementation reports, and various other documentation.

• Assist in presales by providing technical input for proposals, RFP responses, and solution concepts.

• Conduct discovery calls and technical assessment sessions.

• Estimate effort, define project scope, and recommend solution approaches.

• Create reusable presales materials such as solution templates, demo environments, and capability presentations.

• Organize and facilitate process workshops.

• Lead CMDB scoping workshops that encompass CI classes, discovery scope, data ownership, and governance.

• Conduct CSDM alignment workshops to map business services, technical services, and application portfolios.

• Document outcomes from workshops as decision logs, process flows, and solution blueprints.

• Foster stakeholder alignment across IT, business, and management levels.

• Execute Discovery configurations and troubleshoot issues related to patterns, MID Server, credentials, probes, and sensors.

• Architect and maintain CMDB utilizing IRE, normalization, deduplication, and CMDB Health dashboards.

• Implement and manage CSDM 5.0 data models.

• Configure and enhance NowAssist, including Now Intelligence, Predictive Intelligence, and Virtual Agent flows.

• Develop platform customizations using Business Rules, Script Includes, Client Scripts, UI Policies, Flow Designer, and REST/SOAP integrations.

• Conduct code reviews and uphold ServiceNow development best practices.

• Document solution designs, architecture decisions, and implementation guides.

⛳️ Requirements

• Certified System Administrator (CSA) — mandatory.

• Certified Application Developer (CAD) — mandatory.

• CIS-ITSM — mandatory.

• CIS-Discovery — mandatory.

• CIS-DF (CMDB & CSDM) — scheduled/mandatory or demonstrable equivalent expertise.

• Additional certifications such as CIS-Service Mapping and ITIL are highly advantageous.

• Expert-level skills in scripting (JavaScript/GlideScript), Flow Designer, REST APIs, Integration Hub, and App Engine.

• Practical experience with Discovery, including patterns, schedules, MID Server, credentials, Service Mapping, Event Management, and Operational Intelligence.

• In-depth knowledge of CMDB architecture, IRE, CMDB Data Manager, Service Graph Connectors, deduplication strategies, and CMDB 360.

• Strong familiarity with the CSDM 5.0 framework, covering Business Applications, Technical Services, Application Services, Hosted On relationships, and lifecycle management.

• Practical experience in configuring NowAssist, Predictive Intelligence, or Virtual Agent.

• Background in REST/SOAP integrations, Integration Hub spokes, and third-party connectors.

• Knowledge of CMDB Health configuration, ATF, and instance performance best practices.

• Fluency in English, both written and spoken — required.

• Fluency in Hindi — required.

• Familiarity with Strategic Portfolio Management modules is a plus.

• Experience dealing with enterprise clients in the DACH region or German-speaking stakeholders is advantageous.

• Experience in a subcontracting or offshore delivery model is beneficial.

• Highly self-motivated and autonomous.

• Natural leader with the ability to run workshops and guide project meetings.

• Confident presenter capable of explaining technical solutions to both executives and IT teams.

• Strong analytical skills.

• Reliable communicator across different time zones.

• Culturally adaptable to European enterprise clients and the DACH business environment.

• Committed to continuous learning and staying current with ServiceNow releases.

🏝️ Benefits

• Fully remote position based in India with flexible working hours.

• Sponsored trip to Switzerland for an in-person workation with the core team — all expenses covered.

• Long-term engagement with a stable and growing company in the DACH region.

• Exposure to high-quality enterprise projects across Switzerland and Germany.

• Access to ServiceNow learning resources and certification support.

• Collaborative team culture.

• Competitive compensation aligned with expertise and contributions.