ServiceNow ITSM Architect

ITbility; Sydney; On-site; AUD 180,000 - 230,000; Part time

Job summary

ITbility in Australia seeks an experienced ServiceNow ITSM Architect for a 6+ month contract in Sydney. The role requires 10+ years of experience and strong expertise in leading discovery workshops, requirement gathering, and end-to-end ITSM implementations.

The candidate will engage with business and IT stakeholders to understand processes, identify transformation opportunities, and design scalable ServiceNow solutions aligned with business objectives.

Qualifications

• Experience leading customer discovery workshops and requirement gathering.
• Ability to design end-to-end ServiceNow ITSM solutions (incident, problem, change, request, knowledge, service catalog, CMDB, SLAs).
• Define solution architecture aligned with best practices and governance.
• Create architecture documents, process flows, and integration diagrams.
• Ensure scalability, security, and performance of ServiceNow solutions.

Responsibilities

• Lead customer discovery sessions and stakeholder interviews to understand challenges.
• Perform current-state vs future-state gap analysis.
• Capture and document business, functional, and technical requirements.
• Provide consulting recommendations and roadmaps for ServiceNow adoption.
• Present approaches, estimates, and deployment strategies to leadership teams.
• Design end-to-end ITSM solutions covering incident, problem, change, request, knowledge, catalog, CMDB, SLAs.

Skills

Stakeholder engagement

Workshop facilitation

Requirements gathering

Solution architecture

ITSM implementations

Education

ServiceNow CSA Certification

CIS-ITSM Certification

CAD Certification

CTA Certification

ITIL v4 Foundation

Tools

ServiceNow

CMDB

Job description

Our client in Australia is looking for ServiceNow ITSM Architect this is a contract for 6+ months.

Experience: 10+ Years

• ServiceNow ITSM Architect
• Sydney
• Contract 6+ Months

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.
• 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

All candidates should have full working rights in Australia.

Only shortlisted candidates will be contacted for this role.