ServiceNow ITSM Architect

XPT Software; Sydney; On-site; AUD 180,000 - 240,000; Full time

Job summary

XPT Software Australia PTY Ltd, Sydney-based software services company, is seeking an experienced ServiceNow ITSM Architect to lead discovery workshops, gather requirements, design scalable ITSM solutions, and drive end-to-end implementations.

The role focuses on engaging with business and IT stakeholders, defining roadmaps, architecture, and governance to ensure secure, scalable ServiceNow deployments aligned with client objectives.

Qualifications

• Experience leading discovery sessions, workshops, and stakeholder interviews to understand business challenges and ITSM goals.
• Ability to document business, functional, and technical requirements for ITSM implementations.
• Strong consultative skills to define adoption roadmaps and best practices for ServiceNow deployments.

Responsibilities

• Lead customer discovery sessions and stakeholder interviews to understand ITSM challenges and transformation goals.
• Facilitate process-mapping workshops and gap analyses (current vs future state).
• Capture and document business, functional, and technical requirements; present recommendations and roadmaps.

Skills

ServiceNow ITSM

Stakeholder engagement

Solution architecture

Workshop facilitation

Job description

• 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.
  

Position:ServiceNow ITSM ArchitectRole 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