Job Title: ServiceNow Solution Architect 

Experience: 10+ Years (with minimum 3+ years as a ServiceNow Architect) 

 

Job Summary: 

We are seeking a highly experienced ServiceNow Solution Architect to lead the design, development, and implementation of ServiceNow solutions across ITSM, CMDB, Integrations, and Workspace experiences. The architect will work closely with clients, stakeholders, and internal teams to provide scalable and high-performing solutions that meet evolving business needs. Knowledge of Financial Services Operations (FSO) and Customer Service Management (CSM) is preferred and considered a valuable addition. 

 

Key Responsibilities: 

Architecture & Solution Design: 

Lead the design and implementation of scalable ServiceNow solutions across ITSM, CMDB, and custom applications. 

Architect seamless and efficient integrations between ServiceNow and external systems using REST, SOAP, MID Server, and IntegrationHub. 

Define and maintain architecture blueprints, data models, and design standards for long-term platform scalability. 

Drive the development of Next Experience Workspaces using UI Builder and Workspace architecture best practices. 

ITSM & CMDB Ownership: 

Provide architectural oversight on Incident, Change, Problem, Request, Knowledge, SLAs, and Service Catalog implementations. 

Lead the CMDB strategy, including class modeling, data ingestion, discovery patterns, reconciliation, and health dashboards. 

Ensure governance around CMDB data model, CI lifecycle, and integrations with asset and service models. 

Stakeholder Engagement & Governance: 

Collaborate with Product Owners, Business Analysts, and Technical Leads to gather requirements and translate them into scalable ServiceNow solutions. 

Act as a strategic advisor to clients on ServiceNow capabilities, product roadmap, and platform strategy. 

Ensure alignment with enterprise architecture guidelines, platform governance, and security policies. 

Development Oversight & Mentoring: 

Review technical deliverables for adherence to architecture, performance, and security standards. 

Guide and mentor development teams, providing technical leadership and best practices. 

Assist in story grooming, sprint planning, and backlog prioritization in Agile environments. 

Preferred/Secondary Scope (FSO & CSM): 

Provide guidance on implementing Financial Services Operations (FSO) workflows and data models, if applicable to client requirements. 

Support CSM-related processes such as case management, engagement channels, playbooks, and agent workspace customization. 

Advise on best practices in customer-centric design using ServiceNow CSM and FSO modules. 

 

Required Skills & Qualifications: 

10+ years of ServiceNow experience, including 3+ years as a Solution Architect or Lead Developer. 

Deep expertise in ITSM, CMDB, and ServiceNow Integrations (REST, SOAP, OAuth, MID Server, IntegrationHub). 

Strong experience designing Workspaces using UI Builder and the Now Experience framework. 

Excellent knowledge of platform architecture, data modeling, ACLs, Glide APIs, and script-based solutions. 

Hands-on experience in platform upgrade strategy, performance optimization, and platform security design. 

Solid understanding of ServiceNow data governance, lifecycle management, and licensing impacts. 

 

Preferred Qualifications: 

Working knowledge of FSO (Financial Services Operations) and its use cases in the financial domain. 

Experience in Customer Service Management (CSM) module implementation or optimization. 

Familiarity with ATF (Automated Test Framework) and DevOps integrations. 

Understanding of domain separation, Scoped Apps, and platform maintainability best practices. 

 

Certifications (Preferred): 

ServiceNow Certified System Administrator (CSA) – Required 

ServiceNow Certified Implementation Specialist – ITSM – Required 

ServiceNow Certified Application Developer (CAD) – Preferred 

ServiceNow CMDB/CSM/FSO Implementation Specialist – Highly Desirable 

ITIL v3/v4 Foundation or Practitioner – Preferred 

 

Soft Skills: 

Strong communication and client-facing skills. 

Strategic thinker with the ability to articulate technical designs in business language. 

Self-driven, organized, and detail-oriented. 

Team leader and mentor with a proactive mindset.