Service Technical Architect

Service Now Solutions Architect

Strong communication and stakeholder engagement skills - ability to present complex solutions clearly to executives and technical teams.

Proven hands-on experience with:

• ITIS – CMDB, Incident, Problem, Change, Knowledge, Request Management.
• ITOM – Discovery, Event Management, Service Mapping, CMDB integrations.
• HRSD – Case and Knowledge Management, Employee Center, Lifecycle Events.
• GRC – Policy and Compliance, Risk Management, Audit, and Vendor Risk modules.

Deep understanding of Service Now data models, scripting (Glide, JavaScript), Flow Designer, Integration Hub, and API integrations.

Familiarity with CSDM (Common Service Data Model) and its alignment with ITOM/CMDB design.

Experience integrating Service Now with enterprise tools such as Azure AD, Workday, Splunk, and monitoring.

Roles and responsibilities:

• Architect and design end-to-end Service Now solutions across ITIS, ITOM, HRSD, and GRC modules.
• Lead technical governance, ensuring adherence to best practices, platform security, and performance standards.
• Collaborate with business process owners, enterprise architects, and developers to design and implement integrated workflows.
• Guide and mentor development teams on customizations, integrations, and platform upgrades.
• Establish and enforce coding, configuration, and design standards within Service Now.
• Conduct design reviews and ensure technical alignment across all implementations.
• Participate in stakeholder discussions and effectively communicate architectural decisions to both technical and non-technical audiences.
• Stay current with Service Now releases and recommend adoption of new features to improve service delivery.