Senior ServiceNow Solution Architect - ITOM & CSDM

Pragma Technologies is an innovative IT company specializing in consulting and technology services across the German-speaking region (DACH). With a team of around 50 dedicated professionals, we deliver modern digital solutions and help organizations transform their processes, platforms, and technology landscapes. We are headquartered in Hamburg, Germany and Lucerne, Switzerland.

We are looking for an experienced Service Now Solution Architect with a strong development background and deep expertise in ITOM, CMDB, CSDM, and Now Assist to join our growing offshore delivery team based in India.

As a Service Now Solution Architect, you will be a key technical driver in our offshore team. You will design, develop, and deliver robust Service Now solutions for enterprise clients across the DACH region — working independently and collaboratively with our onshore consultants in Germany and Switzerland. You will be responsible for both architectural decisions and hands-on development. Design and develop complex Service Now solutions with a focus on ITOM, CMDB, and CSDM 5.0 alignment.

Project Leadership & Autonomy

• Take full ownership of Service Now work streams - plan, prioritize, and drive delivery independently with minimal supervision
• Lead projects end-to-end: from initial scoping and solution design through to go-live and handover
• Act as the primary technical point of contact for assigned clients, managing expectations and communicating progress proactively
• Coordinate with developers, consultants, and client teams to ensure on-time, on-quality delivery
• Identify risks early, propose mitigation strategies, and elevate when necessary

Presentations & Client Communication

• Prepare and deliver structured presentations to senior client stakeholders — including architecture overviews, sprint reviews, and solution demonstrations
• Present complex technical concepts clearly to both technical and non-technical audiences
• Create high-quality documentation and deliverables: solution designs, architecture diagrams, and implementation reports
• Represent Pragma Technologies professionally in client--facing situations — written and spoken English required at all times

Presales Activities

• Support presales processes by contributing technical input to proposals, RFP responses, and solution concepts
• Conduct discovery calls and technical assessment sessions with prospective clients
• Estimate effort, define scope, and propose solution approaches for new opportunities
• Develop reusable presales assets such as solution templates, demo environments, and capability decks

Process Workshops

• Plan and facilitate process workshops with client stakeholders to capture requirements and define target architectures
• Lead CMDB scoping workshops: define CI classes, discovery scope, data ownership, and governance rules
• Run CSDM alignment workshops to map business services, technical services, and application portfolios
• Document workshop outcomes as structured decision logs, process flows, and solution blueprints
• Drive stakeholder alignment across IT, business, and management levels during workshops

Technical Delivery

• Design and develop complex Service Now solutions with a focus on ITOM, CMDB, and CSDM 5.0 alignment
• Lead and execute Discovery configurations and troubleshooting (patterns, MID Server, credentials, probes/sensors)
• Architect and maintain a healthy, well--structured CMDB including IRE, normalization, deduplication, and CMDB Health dashboards
• Implement and govern CSDM 5.0 data models — mapping Business Services, Technical Services, Application Services, and supporting CIs
• Configure and extend Now Assist (AI features) including Now Intelligence, Predictive Intelligence, and Virtual Agent flows
• Develop advanced platform customizations:
  Business Rules, Script Includes, Client Scripts, UI Policies, Flow Designer, and REST/SOAP integrations
• Perform code reviews and enforce Service Now development best practices — minimizing unnecessary customizations
• Document solution designs, architecture decisions, and implementation guides

Certifications

• Certified System Administrator (CSA) – mandatory
• Certified Application Developer (CAD) – mandatory
• CIS-ITSM – mandatory
• CI…