ServiceNow Solution Architect

Job Description Must Have Technical/Functional Skills

• ITOM:
  Experience in multiple End-to-End implementation of ITOM including CMDB processes (Event Management, Discovery, Service Mapping, CMDB/CSDM, Cloud Management, Orchestration)
• CMDB Management:
  Experience with CMDB design, architecture and implementations with a fair understanding of Service Now CMDB model and extensions.
• Hands‑on development to include creation, configuration and customization of patterns, Discovery schedules, probes, sensors and event rules
• ITSM:
  Experience in implementing ITIL processes (Incident, Problem, Change Management, etc.) in Service Now
• Integration:
  Hands‑on experience with integrating Service Now with other CMDB tools and enterprise monitoring systems
• Familiar with scripting technology such as JavaScript, Power Shell, Perl, WMI, SSH, Python, XPath, SNMP
• App Engine:
  Expertise in custom module implementations
• Working experience on Workflow administration, Service Now reporting, form/UI configurations, notifications, data imports, custom scripting
• Experience in identifying opportunities for process automation and optimization using advanced Service Now features

• Conduct workshops with business and IT stakeholders, gather requirements, translate them into functional features.
• Understand business needs and map them to Service Now capabilities, ensuring streamlined ITOM and ITSM processes and systems aligned to industry best practices and standards.

• Design Service Now ITOM and ITSM architecture collaborating with business teams and development teams.
• Define data models, integrations, workflows, and UI experiences across ITSM and ITOM modules.

• Lead and govern technical implementations across ITOM (Discovery, Service Mapping, Visibility) and ITSM (Incident, Problem, Change, Request, CMDB) and CSM (Case Management, Entitlements, Contracts).
• Ensure delivery aligns with defined architecture and standards.
• Provide oversight on Service Now configuration, customization, and integrations.
• Work effectively with geographically diverse teams (offshore) to deliver timely responses to clients and client account teams.

• Design custom and out‑of‑the‑box performance analytics, reports, and dashboards.

• Guide and mentor development teams, BA teams, and platform administrators.
• Create knowledge artifacts and reusable design templates.
• Stay updated with new Service Now releases and ensure roadmap alignment.

• Support the pre‑sales team with solutioning and effort estimation.
• Provide product demos and support proof of concepts as required.
• Identify opportunities in customer landscape and advise customers on Service Now solution adoption roadmap.

Salary range: $160,000–$210,000 a year