ServiceNow ITSM Architect

XPT Software Australia; Brisbane; On-site; AUD 180,000 - 260,000; Full time

Job summary

XPT Software Australia is seeking an experienced ServiceNow ITSM Architect to lead discovery workshops, gather requirements, design scalable ITSM solutions, and oversee end-to-end implementations. You will engage with business and IT stakeholders to map current processes and define transformation roadmaps.

The role focuses on architecture, best practices, and governance across Incident, Problem, Change, Request, Knowledge, Service Catalog, CMDB, and SLAs within ServiceNow, ensuring scalable,

Qualifications

• CSA certification
• CIS-ITSM certification
• CAD certification preferred
• CTA certification advantageous
• ITIL v4 Foundation/Managing Professional certification

Responsibilities

• Lead customer discovery sessions, workshops, and stakeholder interviews to understand business challenges, existing ITSM processes, and transformation goals.
• Facilitate process-mapping workshops and perform current-state vs. future-state gap analysis.
• Capture and document business, functional, and technical requirements.
• Provide consulting recommendations and define ServiceNow adoption roadmaps.
• Design end-to-end ServiceNow ITSM solutions covering incidents, problems, changes, requests, knowledge, service catalog, CMDB, and SLAs.

Skills

CSA

CIS-ITSM

CAD

CTA

ITIL v4

Job description

Position: ServiceNow ITSM Architect

Role Overview

We are seeking an experienced

We are seeking an experienced ServiceNow ITSM Architect with strong expertise in leading customer discovery workshops, requirement gathering, solution architecture, and end-to-end ServiceNow ITSM implementations. The ideal candidate will engage with business and IT stakeholders to understand current processes, identify transformation opportunities, and design scalable ServiceNow solutions aligned with business objectives.

Key Responsibilities

Discovery & Consulting

• Lead customer discovery sessions, workshops, and stakeholder interviews to understand business challenges, existing ITSM processes, and transformation goals.
• Facilitate process-mapping workshops and perform current-state vs. future-state gap analysis.
• Capture and document business, functional, and technical requirements.
• Provide consulting recommendations and define ServiceNow adoption roadmaps.
• Present solution approaches, effort estimates, implementation strategies, and best practices to customer leadership teams.

Architecture & Solution Design

• Design end-to-end ServiceNow ITSM solutions covering:
• Incident Management
• Problem Management
• Change Management
• Request Management
• Knowledge Management
• Service Catalog
• CMDB
• Service Level Management
• Define solution architecture aligned with ServiceNow best practices and platform governance.
• Create architecture documents, solution designs, process flows, integration diagrams, and implementation roadmaps.
• Ensure scalability, security, maintainability, and performance of proposed solutions.

Preferred Qualifications

• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Implementation Specialist – ITSM (CIS-ITSM)
• ServiceNow Certified Application Developer (CAD) – Preferred
• ServiceNow Certified Technical Architect (CTA) – Advantage
• ITIL v4 Foundation / Managing Professional Certification