ServiceNow ITSM Architect — Lead End-to-End Implementations

XPT Software Australia; Brisbane; On-site; AUD 180,000 - 260,000; Full time

Job summary

XPT Software Australia is seeking an experienced ServiceNow ITSM Architect to lead discovery workshops, gather requirements, design scalable ITSM solutions, and oversee end-to-end implementations. You will engage with business and IT stakeholders to map current processes and define transformation roadmaps.

The role focuses on architecture, best practices, and governance across Incident, Problem, Change, Request, Knowledge, Service Catalog, CMDB, and SLAs within ServiceNow, ensuring scalable,

Qualifications

• CSA certification
• CIS-ITSM certification
• CAD certification preferred
• CTA certification advantageous
• ITIL v4 Foundation/Managing Professional certification

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 incidents, problems, changes, requests, knowledge, service catalog, CMDB, and SLAs.

Skills

CSA

CIS-ITSM

CAD

CTA

ITIL v4

Job description

XPT Software Australia is seeking an experienced ServiceNow ITSM Architect to lead discovery workshops, gather requirements, design scalable ITSM solutions, and oversee end-to-end implementations. You will engage with business and IT stakeholders to map current processes and define transformation roadmaps.

The role focuses on architecture, best practices, and governance across Incident, Problem, Change, Request, Knowledge, Service Catalog, CMDB, and SLAs within ServiceNow, ensuring scalable,