ServiceNow ITSM Architect

XPT Software Australia Pty Ltd; Brisbane; On-site; AUD 140,000 - 190,000; Full time

Job summary

XPT Software Australia Pty Ltd is seeking a seasoned ServiceNow ITSM Architect in Brisbane. The role focuses on leading customer discovery, gathering requirements, and designing end-to-end ServiceNow ITSM solutions aligned with business goals.

The ideal candidate will drive architecture governance, define roadmaps, and present implementation strategies to stakeholders across business and IT. This contract role requires strong leadership and expertise in ITSM transformations.

Qualifications

• Experience leading discovery sessions and stakeholder interviews.
• Ability to capture business, functional, and technical requirements.
• Knowledge of ServiceNow ITSM modules and best practices.
• Experience creating solution designs and roadmaps.

Responsibilities

• Lead customer discovery sessions, workshops, and stakeholder interviews to understand business challenges and ITSM goals.
• Facilitate process-mapping and current-state vs future-state gap analysis.
• Define solution architecture aligned with ServiceNow best practices and governance.
• Create architecture documents, integration diagrams, and implementation roadmaps.
• Ensure scalability, security, and maintainability of proposed solutions.

Education

ServiceNow Certified Technical Architect (CTA)

Tools

ServiceNow

Job description

XPT Software Australia Pty Ltd | Contract

ServiceNow ITSM Architect

Brisbane, Australia | Posted on 10/28/2026

• XPT SoftwareAustralia PTY Ltd, incorporated in 2016, is a Software Services company
  
• XPT works with topclients across Australia in Banking, Insurance, Telecom,Retail, Energy, Mining and Manufacturingdomains.
  
• We have 120+technocrats in Australia working at our clientlocations.
  
• XPT SoftwareAustralia is part of group companies which has globalpresence across India & Europe.
  
• We have served100+ clients globally, fulfilling their onsite-offshoreneeds.
  

Job Description

Position: ServiceNow ITSM Architect

Role Overview

We are seeking an experienced ServiceNow ITSM Architectwithstrong expertise in leading customer discovery workshops, requirementgathering, solution architecture, and end-to-end ServiceNow ITSMimplementations. The ideal candidate will engage with business and ITstakeholders to understand current processes, identify transformationopportunities, and design scalable ServiceNow solutions aligned with businessobjectives.

Key Responsibilities

Discovery & Consulting

• Lead customer discoverysessions, workshops, and stakeholder interviews to understand businesschallenges, existing ITSM processes, and transformation goals.
• Facilitate process-mappingworkshops and perform current-state vs. future-state gap analysis.
• Capture and documentbusiness, functional, and technical requirements.
• Provide consultingrecommendations and define ServiceNow adoption roadmaps.
• Present solution approaches,effort estimates, implementation strategies, and best practices to customerleadership teams.
• Change Management
• Request Management
• Knowledge Management
• Service Catalog
• CMDB
• Define solution architecturealigned with ServiceNow best practices and platform governance.
• Create architecturedocuments, solution designs, process flows, integration diagrams, andimplementation roadmaps.
• Ensure scalability, security,maintainability, and performance of proposed solutions.

Preferred Qualifications

• ServiceNow CertifiedTechnical Architect (CTA) – Advantage