ServiceNow Technical Architect
ServiceNow Technical Architect - 6 months - London/hybrid - £545
Role Overview
We are seeking an experienced ServiceNow Technical Architect to lead the design and implementation of ServiceNow solutions across Telecommunications Service Management (TSM), Telecommunications Service Operations Management (TSOM), the Common Service Data Model (CSDM), and Customer Service Management (CSM). This role owns end-to-end platform architecture, chairs technical governance, and acts as the primary technical authority across the programme.
Required Skills & Experience
6+ years ServiceNow experience, including 3+ years in an architect-level role
Hands-on implementation experience across TSM and TSOM (event management, alarm correlation, service assurance workflows)
Strong working knowledge of CSDM (v2/v3) - service modelling, application/service relationships, and CMDB data governance
Proven CSM implementation experience - case management, customer workspace, SLA/entitlement configuration
ServiceNow Certified Technical Architect (CTA) or working towards certification; relevant CIS certifications (CIS-CSM, CIS-ITOM, or equivalent) preferred
Experience with TM Forum Open APIs, Kafka-based event streaming, and telecom network topology concepts is highly desirable
Strong stakeholder management skills - able to translate business requirements into scalable technical designs and defend architectural decisions to both technical and non-technical audiences
Key Responsibilities
Define and own the target ServiceNow architecture, including instance strategy, RBAC design, CSDM alignment, and integration architecture standards
Lead solution design for TSM (incident, problem, change, SLA/OLA) and TSOM (event ingestion, alarm correlation, service impact analysis) implementations
Architect CSM solutions covering case management, customer engagement, and regulatory SLA compliance
Design and govern the CSDM service model - mapping business services, technical services, and CIs into a coherent, scalable hierarchy
Chair the Design Authority and Architecture Review Board, reviewing and approving all High-Level and Low-Level Designs before build
Define integration architecture standards (REST/SOAP, event-driven patterns, MID Server strategy) and oversee northbound/southbound integration design
Establish CI/CD pipeline governance, update set promotion standards, and environment strategy across DEV/TEST/PROD
Act as technical escalation point for design conflicts, ensuring cross-module coherence between TSM, TSOM, CSM, and CMDB/CSDM
Desirable
Experience in telecom or fibre network operator environments
Familiarity with Integration Hub, Discovery, and Service Mapping
Track record chairing technical governance forums (Design Authority, ARB) on enterprise-scale programmes