Technical Architect – ITSM (ServiceNow + GenAI)

⭐ Job Title: Technical Architect – ITSM (ServiceNow + GenAI)

Company: CereBree

Type: Contract / Project-Based

Location: Remote

⭐ About the Role

CereBree is seeking a highly skilled Technical Architect with deep expertise in ServiceNow, ITSM, ITIL frameworks, and GenAI in IT operations.

This is not a project leadership role.

The primary responsibility is to design and deliver a complete technical architecture and blueprint for a lean ServiceNow ITSM model enhanced with GenAI-driven intelligence.

The architecture will serve two purposes:

1️⃣ Internal ITSM workflow for CereBree’s operations

2️⃣ Future commercial product based on this lean model

⭐ Key Deliverables (Main Responsibility)

• The Technical Architect will produce a comprehensive technical architecture document, including:

• High-level and low-level architecture diagrams

• Detailed design of a lean ITSM workflow based on ITIL

• ServiceNow module selection, configuration plan, and data model

• Recommended best-practice ITSM processes (Incident, Problem, Change, Request, CMDB, etc.)

• GenAI integration blueprint for IT operations

• Automated triage

• Recommendation engine

• Knowledge assistance

• Intelligent routing and summarization

• API and integration framework

• Security, compliance, and scalability guidelines

• Implementation roadmap (without leading it)

• Cost & licensing considerations (optional but preferred)

This role is 100% architectural and documentation-focused.

⭐ Responsibilities

• Analyze CereBree’s internal needs and map them to ITIL-aligned ITSM workflows

• Design a lean, efficient, modular ServiceNow ITSM architecture

• Define how GenAI capabilities can be embedded into the ITSM processes

• Prepare detailed technical specifications, diagrams, and blueprint documents

• Recommend best practices for future rollout and commercialization

• Work closely with CereBree’s leadership to validate requirements and adjust architecture as needed

• Deliver all documentation in a structured, implementation-ready format

⭐ Required Qualifications

• ITIL Certification (mandatory)

• Extensive hands-on experience with ServiceNow ITSM architecture

• Strong understanding of core ITSM processes and lean ITIL models

• Experience integrating GenAI into IT operations (even conceptually)

• Ability to translate requirements into clear, technical architecture documents

• Familiarity with IT Operations Management (ITOM), CMDB structure, and workflow automation

• Strong technical writing and diagramming skills (Visio, Lucidchart, Draw.io, etc.)

⭐ Preferred Qualifications

• ServiceNow certifications (CSA, CIS-ITSM, or equivalent)

• Experience designing systems intended for commercial productization

• Background in enterprise consulting, systems architecture, or IT process design

⭐ What Success Looks Like

• A complete, professional, implementation-ready architecture document

• A lean, clear, and scalable ServiceNow ITSM model

• Practical GenAI integration points outlined with clarity

• A blueprint that CereBree can use internally and later sell as a product

• No unnecessary complexity — only what is efficient, modern, and scalable

⭐ Why This Role Matters

This blueprint will become the foundation for CereBree’s internal operations and a future commercial ITSM offering.

We’re looking for someone who can think clearly, design intelligently, and deliver a document that accelerates our next phase.