ServiceNow Solution Architect; ITSM
Listed on 2026-04-20
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IT/Tech
IT Project Manager, Cloud Computing, IT Consultant, IT Support
Overview
The Service Now Solution Architect (IT Operations Platform) is accountable for the end-to-end architecture, governance, and evolution of the organization’s IT Operations platform, spanning ITSM, ITOM, CMDB/service model, observability integrations, and Now Assist (GenAI). This role ensures Service Now operates as the system of record and execution control plane for IT Operations, enabling service-aware operations, faster incident recovery, reduced outages, improved change success, and AI-assisted productivity, while maintaining platform scalability, security, compliance, and upgradeability.
This role requires strong customer-facing capabilities, including architecture defense, RFP solutioning, and leadership of onshore and offshore solution and delivery teams.
- Own end-to-end architecture, governance, and evolution of the IT Operations platform (ITSM, ITOM, CMDB/service model, observability integrations, and Now Assist GenAI).
- Ensure Service Now operates as the system of record and execution control plane for IT Operations, enabling service-aware operations and AI-assisted productivity.
- Drive faster incident recovery, reduced outages, and improved change success while ensuring platform scalability, security, and upgradeability.
- Demonstrate strong customer-facing capabilities, including architecture defense, RFP solutioning, and leadership of onshore and offshore solution and delivery teams.
- 15+ years in IT Operations / ITSM / platform or enterprise architecture
- 10+ years enterprise Service Now experience across ITSM, ITOM, and CMDB
- Strong understanding of major incidents, change risk, problem prevention, and service reliability
- Proven capability integrating observability platforms with Service Now workflows
- Executive communication skills with strong governance and design authority mindset
- Proven experience designing and rolling out Now Assist / GenAI-enabled workflows
- Strong working knowledge of:
- ITSM (Incident, Request, Knowledge, Major Incident)
- ITOM & CMDB (service/CI context, event impact awareness)
- Experience integrating conversational AI with automation and enterprise workflows
- Ability to communicate AI solution value clearly to operations and leadership
Required
Certifications:
(at least one of the below) Service Now CSA, CIS ITSM, CIS ITOM, ITIL v4; experience with AIOps and GenAI enablement.
Salary Range: $159,800-$188,000 a year
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