ServiceNow - Technical Architect

The Service Now Technical Architect combines deep technical expertise with strategic advisory capabilities. The role involves hands‑on configuration and development across major Service Now modules while contributing to pre‑sales activities, including proposal development and Statements of Work (SOWs). The Technical Architect serves as a trusted advisor to clients, helping maximize Service Now investments through strategic roadmaps, platform governance, process optimization, and scalable technical solutions.

• Lead client engagements to assess current Service Now capabilities and define future‑state process and platform strategies.
• Develop platform roadmaps aligned with business goals and technical priorities.
• Conduct business value assessments and recommend adoption strategies across ITSM, ITOM, ITAM, HRSD, Sec Ops, GRC, and CSM.
• Design and implement governance models, KPIs, and process improvement frameworks.
• Facilitate client workshops to gather requirements, align stakeholders, and drive consensus on solution design and implementation plans.
• Apply business process knowledge to map client needs to Service Now capabilities and identify opportunities for automation and optimization.
• Configure and customize Service Now modules including Incident, Problem, Change, Knowledge, CMDB, Discovery, HRSD, and other applicable modules.
• Perform health scans, technical debt analysis, and platform scalability assessments.
• Manage integrations with third‑party tools such as Qualys, Tenable, SCCM, and JAMF.
• Ensure Service Now platform implementations conform to best practices and licensing strategies.
• Collaborate with sales and delivery teams to develop proposals and Statements of Work for Service Now engagements.
• Estimate effort, define scope, and align deliverables with client expectations and budget requirements.
• Support pricing strategies and resource planning for advisory and implementation phases.

• 7+ years of hands‑on Service Now experience across multiple modules.
• 3+ years of experience in advisory consulting and technical delivery.
• 3+ years of experience with Service Now architecture, scripting, workflows, and integrations.
• 2+ years of experience with proposal writing, SOW creation, and client presentations.
• 2+ years of experience leading client workshops and translating business processes into technical solutions.
• Excellent communication and stakeholder engagement skills.
• Active Secret clearance is required.

• Senior:
  Service Now CSA and CIS certifications in two or more of the following: ITSM, ITOM, ITAM, HAM/SAM, HRSD, or Discovery.