ServiceNow ITSM Solution Architect

Zoho; United States; Remote; USD 140,000 - 180,000; Full time

Job summary

FindErnest is seeking an experienced ServiceNow ITSM Solutions Architect with 8+ years in ITSM and platform design. You will translate complex requirements into scalable ServiceNow solutions, working with IT Operations, Service Desk, and stakeholders to drive ITIL-aligned governance and continuous improvement.

You will define architecture, integrations, and automation strategies, delivering dashboards and governance across CMDB, ITSM processes, and reporting.

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, and Performance Analytics.
• Familiarity with REST/SOAP integrations and MID Server.
• Strong governance, stakeholder management and modern architecture principles.

Responsibilities

• Design and architect scalable ServiceNow ITSM solutions aligned with business and IT objectives.
• Lead implementation and optimization of: Request Management, Change Management, Knowledge Management, Service Catalog, SLA Management.
• Architect and implement workflow automation using Flow Designer and Integration Hub.
• Lead CMDB governance, CSDM adoption, and data quality initiatives.
• Design and support enterprise integrations using REST, SOAP, APIs, MID Server, Import Sets, and Integration Hub.
• Review 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, architecture reviews, and continuous improvement initiatives.

Skills

Incident Management

Request Management

Change Management

Problem Management

Knowledge Management

Service Catalog

SLA Management

CMDB

Asset Management

Configuration Management

ServiceNow ITSM

Education

ITIL Foundation Certification

ServiceNow CSA

CIS-ITSM

CIS-CMDB

CIS-Discovery

CAD

Advanced ITIL Certifications

Tools

ServiceNow ITSM

Flow Designer

Integration Hub

CMDB

MID Server

REST/SOAP Integrations

Job description

We are seeking an experienced ServiceNow ITSM Solutions Architect 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:
  
• Request Management
  
• Change 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 Integration Hub.
  
• Lead CMDB governance, CSDM adoption, and data quality initiatives.
  
• Design and support enterprise integrations using REST, SOAP, APIs, MID Server, Import Sets, and Integration Hub.
  
• 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.
  
• Establish ITSM process governance, operating standards, and service management controls to improve consistency, compliance, and operational efficiency across the organization.
  
• Monitor ServiceNow platform performance, scalability, security, and overall health, identifying improvement opportunities and ensuring solutions follow upgrade-safe and maintainable architecture principles.
  

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.
  

Certifications

Mandatory:

• ITIL Foundation Certification
  

Preferred:

• ServiceNow CSA
  
• CIS-ITSM
  
• CIS-CMDB
  
• CIS-Discovery
  
• CAD
  
• Advanced ITIL Certifications
  

Preferred Qualifications:

• Experience with ServiceNow ITSM Pro / Enterprise capabilities.
  
• Experience with ITOM, Discovery, Service Mapping, and Event Management.
  
• Experience with Employee Center, Virtual Agent, AI Search, and Now Assist.
  
• Exposure to regulated industries such as Healthcare, Finance, or Government.
  
• Experience driving ITSM transformation and platform governance initiatives.
  
• Experience with ServiceNow Integration Hub and MID Server.
  
• ServiceNow Solution Architecture
  
• ITSM & ITIL Process Design
  
• Workflow Automation
  
• CMDB & CSDM Governance
  
• Enterprise Integrations
  
• Platform Governance
  
• Reporting & Analytics
  
• ITSM Transformation
  
• Stakeholder Management
  
• Leadership & Consulting
  

FindErnest is an Equal Opportunity Employer and does not discriminate on the basis of race or ethnicity, religion, sex, national origin, age, veteran disability or genetic information or any other reason prohibited by law in employment.