ServiceNow ITSM Architect

CareCone Group; Sydney; On-site; AUD 150,000 - 210,000; Full time

Job summary

CareCone Group in Sydney seeks a ServiceNow ITSM Architect to lead design and delivery of ITSM transformations. You will map current processes, define future-state roadmaps, and supervise integration efforts across incidents, problems, changes, requests, and CMDB.

You will present architecture designs, ensure governance and security, and work with stakeholders to deliver scalable, maintainable ServiceNow solutions that align with ITIL best practices.

Qualifications

• Must have ServiceNow CSA certification and CIS-ITSM.
• CAD preferred; CTA advantageous.
• ITIL v4 Foundation/Managing Professional Certification is desirable.

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 Incident, Problem, Change, Request, Knowledge, Service Catalog, CMDB, and Service Level Management.
• Define solution architecture aligned with ServiceNow best practices; create architecture documents, process flows, integration diagrams, and implementation roadmaps.
• Ensure scalability, security, maintainability, and performance of proposed solutions.

Education

ServiceNow CSA

ServiceNow CIS-ITSM

ServiceNow CAD

ServiceNow CTA

ITIL v4 Foundation / Managing Professional Certification

Job description

Role: ServiceNow ITSM Architect

Location: Sydney

Job Description:'

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