ServiceNow Architect
RemoteUnited States
United StatesRemoteFull TimeMedium
Full TimeMedium
Job Summary
Define and govern the overall ServiceNow platform architecture and roadmap, leading solution design workshops to translate business requirements into scalable ITSM and CSM implementations. Architect multi-tenant environments using Domain Separation, design CMDB strategy and Discovery approaches, and review technical designs for customizations and integrations. Establish platform governance, security, and upgrade strategies while mentoring developers and collaborating with enterprise architects and stakeholders. This mid-level role requires 14+ years of IT experience with 6+ years in ServiceNow architecture, design, and implementation, including expertise in domain separation, CMDB, and data migration. The position operates on a US shift (7:30 PM–3:30 AM IST during daylight saving time) within a remote-first culture that emphasizes outcomes, quality, and accountability.
Required Qualifications
- 14+ years overall IT experience
- 6+ years in ServiceNow architecture, design, and implementation
- Strong expertise in ITSM
- Strong expertise in CSM
- Proven track record of delivering enterprise-scale ServiceNow solutions
- Strong hands-on experience in implementing and architecting Incident Management
- Strong hands-on experience in implementing and architecting Problem Management
- Strong hands-on experience in implementing and architecting Change Management
- Strong hands-on experience in implementing and architecting Request Management
- Strong hands-on experience in implementing and architecting Knowledge Management
- Strong hands-on experience in implementing and architecting Service Catalog
- Strong hands-on experience in implementing and architecting SLA Management
- Strong hands-on experience in implementing and architecting Major Incident Management
- Strong hands-on experience in implementing and architecting CMDB
- Strong hands-on experience in implementing and architecting Asset Management
- Proven experience in designing and implementing Customer Service Management (CSM)
- Proven experience in designing and implementing Case Management
- Proven experience in designing and implementing Case Lifecycle Management
- Proven experience in designing and implementing Customer Portal/Employee Center
- Proven experience in designing and implementing Entitlements & Contracts
- Proven experience in designing and implementing Omnichannel Support
- Proven experience in designing and implementing Agent Workspace
- Proven experience in designing and implementing Knowledge Integration
- Strong understanding of Case-to-Incident workflows
- Strong understanding of Incident-to-Problem relationships
- Strong understanding of Escalation Models
- Strong understanding of Queue Management
- Strong understanding of Assignment Rules
- Strong understanding of SLA/OLA design
- Strong understanding of Service Operations processes
- Hands-on experience with Domain-Separated Architecture
- Hands-on experience with MSP and Multi-Business Unit implementations
- Hands-on experience with Domain Hierarchy Design
- Hands-on experience with Data Segregation Strategies
- Hands-on experience with Cross-Domain Reporting & Access Controls
- Hands-on experience with Domain-Aware Integrations
- Expertise in ServiceNow Discovery
- Expertise in MID Server deployment & management
- Expertise in CMDB Health
- Expertise in Identification & Reconciliation Engine (IRE)
- Expertise in Service Mapping
- Expertise in CI Class Models
- Expertise in Discovery Patterns
- Expertise in Cloud Discovery
- Expertise in Dependency Mapping
- Experience with Import Sets
- Experience with Transform Maps
- Experience with Data Sources
- Experience with Coalesce & Data Reconciliation
- Experience with Bulk Data Migration
- Experience with REST APIs
- Experience with SOAP APIs
- Experience with IntegrationHub
- Experience with Web Services
- Experience with ETL Design
- Strong knowledge of Flow Designer
- Strong knowledge of Workflow Editor
- Strong knowledge of Business Rules
- Strong knowledge of Script Includes
- Strong knowledge of Client Scripts
- Strong knowledge of UI Policies
- Strong knowledge of ACLs
- Strong knowledge of Service Portal
- Strong knowledge of Agent Workspace
- Strong knowledge of UI Builder
- Strong knowledge of Scoped Applications
- Strong knowledge of Update Sets
- Strong knowledge of Application Repository
- Strong knowledge of Performance Analytics
- Strong knowledge of Reporting
- Strong knowledge of Dashboards
- Strong background in large enterprise environments
- Experience with multi-instance and multi-domain ServiceNow deployments
- Proven experience leading global delivery teams and architecture governance boards
- Excellent stakeholder management, consulting, and communication skills
- Must be available for US Shift
- Standard Hours: 8:30 PM IST – 4:30 AM IST
- During US Daylight Saving Time (March–November): 7:30 PM IST – 3:30 AM IST
Desired Qualifications
- ServiceNow Certified System Administrator (CSA)
- ServiceNow Certified Application Developer (CAD)
- ServiceNow Certified Implementation Specialist – ITSM
- ServiceNow Certified Implementation Specialist – CSM
- ServiceNow Certified Technical Architect (CTA)
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