ServiceNow ITSM Architect

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Job Title: ServiceNow ITSM Architect

Location: NJ & MI

We are seeking an experienced ServiceNow ITSM Architect to lead the design, development, and implementation of ServiceNow ITSM solutions. The ideal candidate will have deep expertise in ITSM best practices, hands-on ServiceNow configuration, and a strong ability to align platform capabilities with business needs.

Key Responsibilities:

• Lead the architecture and design of ServiceNow ITSM modules (Incident, Problem, Change, Request, CMDB, Knowledge, etc.)
• Define and implement platform governance, standards, and best practices.
• Collaborate with stakeholders to gather requirements and translate them into ServiceNow functionality.
• Provide strategic guidance for ServiceNow upgrades, enhancements, and integrations.
• Conduct assessments and provide recommendations for process improvements using ServiceNow capabilities.
• Work closely with developers and admins to ensure best practices in scripting, workflows, UI policies, and data models.
• Support the implementation of integrations between ServiceNow and other enterprise tools (e.g., monitoring, CMDB sync, etc.)
• Conduct design reviews and ensure solution alignment with enterprise architecture.
• Mentor and guide development teams in technical design and architecture decisions.

Required Skills and Experience:

• 8+ years of experience in IT Service Management (ITSM)
• 5+ years of hands-on experience with ServiceNow, especially ITSM modules
• Strong knowledge of ITIL processes and certifications (ITIL v3/v4) is preferred
• Experience with CMDB, Discovery, and Service Mapping
• Proficiency in ServiceNow scripting (Business Rules, Script Includes, UI Actions, Client Scripts)
• Familiarity with Flow Designer and Automation Engine
• Experience with integrations using REST/SOAP APIs
• ServiceNow Certified System Administrator (mandatory)
• ServiceNow Certified Implementation Specialist ITSM (preferred)
• Strong communication and stakeholder management skills

Preferred Qualifications:

• Experience with other ServiceNow modules like ITOM, HAM/SAM, CSM, or SecOps
• Experience in Agile/DevOps environments
• Knowledge of service portals and custom widget development
• Exposure to ServiceNow architecture in multi-instance, multi-departmental environments