ServiceNow Technical Architect

The Role

The ServiceNow Technical Architect is responsible for designing, developing, and overseeing the implementation of scalable, secure, and high-performing solutions on the ServiceNow platform. This role bridges business needs with technical execution, ensuring alignment with enterprise architecture and strategic goals. The architect will also provide technical leadership, governance, and best practice guidance to both internal teams and customers.

Your responsibilities:

• Define and design high-level architecture for ServiceNow solutions across modules such as ITSM, ITOM(Discovery & Service Mapping) and ITAM.
• Working knowledge of Gen AI and Agentic AI is essential. Implementation experience is an added advantage.
• Develop architectural blueprints, standards, and best practices.
• Align ServiceNow architecture with enterprise IT strategy and digital transformation goals.
• Be responsible for the design and architecture for new implementations, maintenance, and enhancement of existing ServiceNow applications.
• Consider security and audit compliance as per agreed standards and customer policy.
• Provide guidance and mentorship to developers and implementation teams.
• Ensure adherence to architectural standards and coding best practices.
• Lead technical design sessions and code reviews.
• Mentor and share technical knowledge/guidance with the team.
• Lead complex integrations using REST/SOAP APIs, OAuth, SAML, and Middleware platforms.
• Ensure solutions are scalable, reliable, and secure.
• Lead ServiceNow deployments, integrations with third-party tools, orchestration, operational activities, project management, and merging multiple instances.
• Experience in ServiceNow custom application design and development.
• Experience on ITSM migration/consolidations.

Your Profile

Essential skills/knowledge/experience:

• Bachelor's or Master's degree in Computer Science, Information Technology, or related field.
• 10+ years of experience in IT, with at least 3+ years in a ServiceNow architect role.
• Deep knowledge of ServiceNow platform architecture and modules.
• Strong experience with JavaScript, Glide, Flow Designer, and Integration Hub.
• Gen AI and Agentic AI in ServiceNow
• Experience in rolling back customisations to out of the box version.
• Restructuring Knowledge management for use with AI
• Experience in redefining catalog taxonomy and rationalizing thousands of catalog items to few hundreds.
• Implementation experience in CMDB enrichment in alignment with CSDM.

Desirable skills/knowledge/experience:

• Experience as an architect, especially in ITIL process definition, integration solutions, and architecture-level configurations.
• Experience leading implementation projects in ITXM and non-ITXM areas.
• Strong work experience in support, maintenance, migration, upgrades, integrations,
• and implementations.
• Ability to design technical solutions based on customer requirements and convert
• them to functional requirements.
• Very good ITIL process knowledge and ability to evaluate and bring out correlations
• and impacts with respect to customer requirements and industry standards.
• Evaluate tool stability and performance, providing recommendations.
• Participate and provide feedback during planning meetings.
• Proactively analyze and resolve application issues.
• Define and document best practices and strategies for application deployment and
• infrastructure maintenance.
• Knowledge of Gen AI and Agentic AI. Implementation experience is an added advantage.
• TOGAF or equivalent certification preferred