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Job Description & How to Apply Below
We are the leading provider of professional services to the middle market globally, our purpose is to instill confidence in a world of change, empowering our clients and people to realize their full potential. Our exceptional people are the key to our unrivaled, inclusive culture and talent experience and our ability to be compelling to our clients. You’ll find an environment that inspires and empowers you to thrive both personally and professionally.
There’s no one like you and that’s why there’s nowhere like RSM.
- Lead discovery workshops to understand client business capabilities, pain points, and strategic objectives, translating them into scalable Service Now solutions
- Define and communicate the overall Service Now platform vision, architecture, and roadmap aligned to client business goals and enterprise architecture standards
- Architect end-to-end solutions across Service Now modules (e.g., ITSM, ITOM, CSM, HRSD), ensuring alignment with best practices and platform capabilities
- Establish and govern platform architecture, including data model, integrations, security, and performance considerations
- Partner with stakeholders to prioritize initiatives, manage dependencies, and ensure alignment across multiple work streams and portfolios
- Provide architectural oversight across all phases of delivery, including design, development, testing, and deployment
- Guide Agile teams by refining epics and stories, ensuring solutions are technically sound, scalable, and maintainable
- Act as a trusted advisor to clients, driving adoption of Service Now best practices and out-of-the-box capabilities over customizations where appropriate
- Collaborate with developers, product owners, and business stakeholders to ensure clear translation of requirements into technical solutions
- Anticipate client needs by understanding business processes and proactively recommending platform improvements and innovations
- Lead design reviews, enforce governance standards, and ensure quality and consistency across implementations
- Facilitate stakeholder alignment and executive buy-in on architecture decisions, strategy, and roadmap
- 5–8+ years of hands‑on experience with the Service Now platform, including architecture and solution design
- Service Now Certified System Administrator (CSA) required; additional certifications such as Certified Implementation Specialist (CIS) or Certified Application Developer (CAD) strongly preferred
- Proven experience architecting and implementing Service Now solutions across multiple modules (e.g., ITSM, ITOM, CSM, HRSD)
- Strong understanding of Service Now platform architecture, including integrations (REST/SOAP APIs), CMDB, data modeling, and security
- 3–5+ years of experience in a client‑facing consulting role with demonstrated stakeholder management skills
- Experience leading cross‑functional teams in Agile environments (Scrum, SAFe)
- Deep experience with ITIL/ITSM frameworks and enterprise service management concepts
- Strong background in business and systems analysis, with the ability to translate business needs into technical solutions
- Proven ability to define solution architectures, identify risks, and drive technical decision‑making
- Experience with integration design, middleware, and enterprise system landscapes
- ITIL Foundation Certification (or higher)
- Service Now Certified Technical Architect (CTA) or on CTA path
- Experience with platform governance, CoE (Center of Excellence) models, and large‑scale Service Now implementations
- Familiarity with complementary frameworks and practices such as Dev Ops, Lean, COBIT, and cloud‑based architectures
- Experience with performance analytics, automation (Flow Designer), and AI/ML capabilities within Service Now
- Knowledge of project management and business analysis tools and methodologies
At RSM, we offer a competitive benefits and compensation package for all our people. We offer flexibility in your schedule, empowering you to balance life’s demands, while also maintaining your ability to serve clients. Learn more about our total rewards at
RSM does not tolerate discrimination and/or harassment based on race; colour; creed;…
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