ServiceNow ITSM Architect

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

Job summary

XPT Software in Brisbane is seeking an experienced ServiceNow ITSM Architect to lead customer discovery workshops, capture requirements and design scalable ITSM solutions.

You will define end-to-end ServiceNow ITSM architectures including Change, Request, Knowledge, Service Catalog, and CMDB, create architecture diagrams, roadmaps and integration strategies, and ensure security, performance and governance aligned with best practices.

Qualifications

• Experience leading discovery sessions and workshops with business and IT stakeholders.
• Strong ability to translate business needs into technical requirements and design options.
• Proven capability in end-to-end ServiceNow ITSM implementations.

Responsibilities

• Lead customer discovery sessions and stakeholder interviews to identify challenges and goals.
• Perform current-state vs future-state analysis and gap assessment.
• Capture and document business, functional, and technical requirements for ITSM.
• Provide recommendations and define ServiceNow adoption roadmaps.
• Present approaches, estimates, and implementation strategies to leadership teams.
• Design end-to-end ServiceNow ITSM solutions including Change, Request, Knowledge, Catalog, and CMDB.
• Create architecture documents, process flows, integration diagrams, and roadmaps.
• Ensure scalability, security, maintainability, and performance of proposed solutions.

Skills

Stakeholder engagement

Requirements gathering

Solution architecture

Education

ServiceNow Certified Technical Architect (CTA)

Tools

ServiceNow Platform

Job description

Position: ServiceNow ITSM Architect

Role Overview

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.
• Design end-to-end ServiceNow ITSM solutions covering:
  • Change Management
  • Request Management
  • Knowledge Management
  • Service Catalog
  • CMDB
• 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 Technical Architect (CTA) – Advantage