ServiceNow ITSM Architect: Lead Transformation & Roadmaps

XPT Software; Brisbane; On-site; AUD 140,000 - 190,000; Full time

Job summary

XPT Software in Brisbane seeks an experienced ServiceNow ITSM Architect to lead discovery, requirements gathering, and end-to-end ITSM implementations. You will engage with business and IT stakeholders to understand processes, identify transformation opportunities, and design scalable ServiceNow solutions aligned with business objectives.

The role includes defining solution architecture, creating architecture artifacts, and ensuring scalability, security, and governance across Change, Request,

Qualifications

• Experience leading discovery sessions, workshops, and stakeholder interviews.
• Ability to map current-state to future-state processes and gap analysis.
• Capture and document business, functional, and technical requirements.
• Define adoption roadmaps and provide consulting recommendations.

Responsibilities

• Lead customer discovery sessions to understand challenges and goals.
• Facilitate process-mapping workshops and current vs future-state analysis.
• Capture and document business, functional, and technical requirements.
• Present solution approaches, effort estimates, and implementation strategies to leadership.
• Design end-to-end ServiceNow ITSM solutions: Change, Request, Knowledge, Service Catalog, CMDB.
• Create architecture documents, designs, and integration diagrams; ensure governance and scalability.

Skills

ServiceNow ITSM

Stakeholder facilitation

Requirements gathering

Solution architecture

Workshop leadership

Education

ServiceNow CTA (Advantage)

Job description

XPT Software in Brisbane seeks an experienced ServiceNow ITSM Architect to lead discovery, requirements gathering, and end-to-end ITSM implementations. You will engage with business and IT stakeholders to understand processes, identify transformation opportunities, and design scalable ServiceNow solutions aligned with business objectives.

The role includes defining solution architecture, creating architecture artifacts, and ensuring scalability, security, and governance across Change, Request,