ServiceNow ITSM Architect

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

Job summary

XPT Software in Brisbane seeks an experienced ServiceNow ITSM Architect to lead discovery, requirements gathering, and end-to-end ITSM implementations. You will engage with business and IT stakeholders to understand processes, identify transformation opportunities, and design scalable ServiceNow solutions aligned with business objectives.

The role includes defining solution architecture, creating architecture artifacts, and ensuring scalability, security, and governance across Change, Request,

Qualifications

• Experience leading discovery sessions, workshops, and stakeholder interviews.
• Ability to map current-state to future-state processes and gap analysis.
• Capture and document business, functional, and technical requirements.
• Define adoption roadmaps and provide consulting recommendations.

Responsibilities

• Lead customer discovery sessions to understand challenges and goals.
• Facilitate process-mapping workshops and current vs future-state analysis.
• Capture and document business, functional, and technical requirements.
• Present solution approaches, effort estimates, and implementation strategies to leadership.
• Design end-to-end ServiceNow ITSM solutions: Change, Request, Knowledge, Service Catalog, CMDB.
• Create architecture documents, designs, and integration diagrams; ensure governance and scalability.

Skills

ServiceNow ITSM

Stakeholder facilitation

Requirements gathering

Solution architecture

Workshop leadership

Education

ServiceNow CTA (Advantage)

Job description

Position: ServiceNow ITSM Architect

Role Overview

We are seeking an experienced ServiceNow ITSM Architectwith 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