ServiceNow ITSM Solution Architect

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

📋 Description

• Develop and design scalable ServiceNow ITSM solutions that align with both business and IT goals.

• Oversee the implementation and enhancement of Incident, Request, Change, Problem, Knowledge, Service Catalog, SLA, CMDB, Configuration, and Asset Management.

• Establish the architecture, standards, governance, and best practices for the ServiceNow platform.

• Design and implement workflow automation utilizing Flow Designer and Integration Hub.

• Direct CMDB governance, adoption of CSDM, and initiatives for data quality.

• Create and maintain enterprise integrations using REST, SOAP, APIs, MID Server, Import Sets, and Integration Hub.

• Evaluate and provide guidance on the development of Business Rules, Client Scripts, Script Includes, ACLs, Flows, and APIs.

• Generate executive dashboards, KPIs, Performance Analytics, and operational reports.

• Manage platform upgrades, releases, architecture reviews, and ongoing improvement efforts.

• Facilitate stakeholder workshops, gather requirements, and conduct solution design reviews.

• Implement ITSM process governance, establish operating standards, and enforce service management controls.

• Track platform performance, scalability, security, and overall health while ensuring that the architecture remains upgrade-safe and maintainable.

⛳️ Requirements

• Over 8 years of experience in ServiceNow, ITSM, Solution Architecture, or IT Operations.

• Significant hands-on experience with the ServiceNow ITSM suite.

• Proficient in ITIL processes and best practices in service management.

• Familiarity with Flow Designer.

• Experience with IntegrationHub.

• Knowledge of CMDB and CSDM.

• Background in Service Catalog.

• Expertise in SLA Management.

• Proficient in Performance Analytics.

• Experience with REST/SOAP integrations.

• Knowledge of MID Server.

• Strong understanding of ServiceNow platform architecture, governance, and development practices that ensure upgrade safety.

• Excellent skills in stakeholder management, consulting, and communication.

• Proven experience in leading large-scale ServiceNow implementations and transformations.

• ITIL Foundation Certification is mandatory.

• Experience with ServiceNow ITSM Pro / Enterprise capabilities is preferred.

• Background in ITOM, Discovery, Service Mapping, and Event Management is preferred.

• Familiarity with Employee Center, Virtual Agent, AI Search, and Now Assist is preferred.

• Exposure to regulated industries such as Healthcare, Finance, or Government.

• Experience in driving ITSM transformation and platform governance initiatives.

• Familiarity with ServiceNow Integration Hub and MID Server.

🏝️ Benefits

• Remote position.

• Full-time employment.

• ITIL Foundation Certification requirement.

• Preferred ServiceNow certifications: CSA, CIS-ITSM, CIS-CMDB, CIS-Discovery, CAD, Advanced ITIL Certifications.