ServiceNow Solution Architect

Job Description

Must have technical/functional skills for a Service Now Expert. We require experience in the following areas:

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

Service Now certification is highly preferred.

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

• Design Service Now ITOM and ITSM architecture in collaboration 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 to deliver timely responses to clients and 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 the customer landscape and advise on Service Now solution adoption roadmap.

$160,000 – $210,000 per year.