ServiceNow ITSM Architect - Brisbane

Ayan Infotech Pty; Brisbane; On-site; AUD 120,000 - 170,000; Full time

Job summary

AYAN InfoTech is seeking a seasoned ServiceNow ITSM Architect to lead a Brisbane-based project. The role demands 7+ years of experience and expertise in ITSM architecture, workshops, and end-to-end deployments within a mature environment.

The contract spans 2 months with potential extensions. You will engage business and IT stakeholders, craft scalable ServiceNow solutions, and deliver architectural roadmaps aligned with best practices.

Qualifications

• Experience leading customer discovery sessions and workshops.
• Ability to gather requirements and design scalable ServiceNow ITSM solutions.
• Strong communication with business and IT stakeholders.

Responsibilities

• Lead customer discovery sessions, workshops, and stakeholder interviews.
• Map current-state and future-state processes and perform gap analysis.
• Capture and document business, functional, and technical requirements.
• Provide consulting recommendations and define adoption roadmaps.
• Present solution approaches, effort estimates, and implementation strategies.
• Design end-to-end ServiceNow ITSM solutions (Incidents, Problems, Changes, Requests, Knowledge, Service Catalog, CMDB, SLAs).
• Create architecture documents, designs, diagrams, and roadmaps.
• Ensure scalability, security, maintainability, and performance.

Skills

ServiceNow ITSM

Solution architecture

Stakeholder engagement

Discovery workshops

Job description

AYAN InfoTech is looking for ServiceNow ITSM Architect to join an exciting project based in Brisbane. The role offers you the opportunity to contribute towards an extremely well structured and mature environment, working on sophisticated enhancement projects.
Role: ServiceNow ITSM Architect
Location: Brisbane
Contract Duration: 2 Months with high possible extensions
Experience: 7+ Years

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.