ITSM Solutions Architect - ServiceNow

InterScripts, Inc.

Kondapur

On-site

INR 4,200,000 - 7,000,000

Full time

3 days ago

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Job summary

InterScripts, Inc. is seeking an experienced ITSM Solution Architect – ServiceNow to design and deliver enterprise-scale ITSM solutions from Kondapur, Hyderabad, India. The role requires strong hands-on ServiceNow ITSM expertise and collaboration with IT Operations, Infrastructure, and Security teams.

You will define architecture, governance, and integration strategies, drive automation, and contribute to ITSM transformation initiatives aligned with ITIL principles.

Qualifications

8+ years of experience in ServiceNow, ITSM, Solution Architecture, or IT Operations.
Strong hands-on experience with ServiceNow ITSM suite.
Expertise in ITIL processes and service management best practices.
Experience with Flow Designer, IntegrationHub, CMDB & CSDM, Service Catalog, SLA Management, Performance Analytics, REST/SOAP Integrations, MID Server.

Responsibilities

Design and architect scalable ServiceNow ITSM solutions aligned with business and IT objectives.
Lead implementation and optimization of Incident, Request, Change, Problem, Knowledge, Service Catalog, SLA Management, CMDB & Asset Management.
Define platform architecture, standards, governance, and best practices.
Architect and implement workflow automation using Flow Designer and IntegrationHub.
Lead CMDB governance, data quality initiatives, and CSDM adoption.
Design and support enterprise integrations using REST, SOAP, APIs, MID Server, Import Sets, and IntegrationHub.
Review and guide development activities involving Business Rules, Client Scripts, Script Includes, ACLs, Flows, and APIs.
Develop executive dashboards, KPIs, and operational reporting.
Lead platform upgrades, releases, architecture reviews, and continuous improvement initiatives.
Conduct stakeholder workshops and solution design reviews.

Skills

ServiceNow ITSM

ITSM Solution Architecture

ITIL processes

Workflow automation

Enterprise integrations

CMDB governance

Stakeholder management

Leadership

Consulting

Tools

Flow Designer

IntegrationHub

CMDB

CSDM

Service Catalog

SLA Management

Performance Analytics

REST/SOAP Integrations

MID Server

Job description

Job Description:

ITSM Solution Architect – ServiceNow

Department:

Information Technology

Location:

Kondapur, Hyderabad, India

Work Mode:

Work from Office – 5 Days a Week

Shift Timings:

5:30 PM – 2:30 AM IST

Employment Type:

Full-Time, Permanent

Reports To:

IT Operations Manager / Director of IT Infrastructure & Operations

Position Summary

We are seeking an experienced ITSM Solution Architect – ServiceNow with 8+ years of experience in IT Service Management, ServiceNow platform architecture, ITSM process design, service desk operations, enterprise integrations, workflow automation, and ITSM transformation.

The ideal candidate will have strong hands‑on expertise in ServiceNow ITSM with proven experience in designing, implementing, configuring, and optimizing enterprise‑scale ServiceNow solutions. The candidate should have strong knowledge of Incident Management, Request Management, Change Management, Problem Management, Knowledge Management, Service Catalog, Service Level Management, CMDB, Asset Management, and Configuration Management.

This role will serve as both technical and process architect, working closely with IT Operations, Service Desk, Infrastructure, Applications, Security, and business stakeholders to translate complex business requirements into scalable ServiceNow solutions aligned with organizational objectives, ITIL best practices, governance, compliance, and operational standards.

The architect will be responsible for defining ServiceNow architecture, platform standards, integration strategies, automation frameworks, ITSM processes, CMDB governance, reporting, and continuous improvement initiatives.

Key Responsibilities

Design and architect scalable ServiceNow ITSM solutions aligned with business and IT objectives.
Lead implementation and optimization of:
- Incident Management
- Request Management
- Change Management
- Problem Management
- Knowledge Management
- Service Catalog
- SLA Management
- CMDB & Configuration Management
- Asset Management
Define ServiceNow platform architecture, standards, governance, and best practices.
Architect and implement workflow automation using Flow Designer and IntegrationHub.
Lead CMDB governance, CSDM adoption, and data quality initiatives.
Design and support enterprise integrations using REST, SOAP, APIs, MID Server, Import Sets, and IntegrationHub.
Review and guide development activities involving Business Rules, Client Scripts, Script Includes, ACLs, Flows, and APIs.
Develop executive dashboards, KPIs, Performance Analytics, and operational reporting.
Lead platform upgrades, releases, architecture reviews, and continuous improvement initiatives.
Conduct stakeholder workshops, requirements gathering sessions, and solution design reviews.

Requirements

8+ years of experience in ServiceNow, ITSM, Solution Architecture, or IT Operations.
Strong hands‑on experience with ServiceNow ITSM suite.
Expertise in ITIL processes and service management best practices.
Experience with:
- Flow Designer
- IntegrationHub
- CMDB & CSDM
- Service Catalog
- SLA Management
- Performance Analytics
- REST/SOAP Integrations
- MID Server
Strong knowledge of ServiceNow platform architecture, governance, and upgrade-safe development.
Excellent stakeholder management, consulting, and communication skills.
Experience leading enterprise-scale ServiceNow implementations and transformations.