ServiceNow ITSM Architect — Lead Discovery & Implementation

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

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.