ITSM Solutions Architect - ServiceNow

ITSM Solution Architect – ServiceNow

• Department: Information Technology
• Location: Kondapur, Hyderabad, India
• Work Mode: Work from Office – 5 Days a Week
• Shift Timings: 5:30 PM – 2:30 AM IST
• Employment Type: Full-Time, Permanent
• Reports To: IT Operations Manager / Director of IT Infrastructure &

Operations

Position Summary

• We are seeking an experienced ITSM Solution Architect –
• ServiceNow with 8+ years of experience in IT Service Management,
• ServiceNow platform architecture, ITSM process design, service desk operations,
• enterprise integrations, workflow automation, and ITSM transformation.
• The ideal candidate will have strong hands-on expertise in ServiceNow
• ITSM with proven experience in designing, implementing, configuring, and
• optimizing enterprise-scale ServiceNow solutions. The candidate should have
• strong knowledge of Incident Management, Request Management, Change
• Management, Problem Management, Knowledge Management, Service Catalog, Service
• Level Management, CMDB, Asset Management, and Configuration Management.
• This role will serve as both technical and process
• architect, working closely with IT Operations, Service Desk,
• Infrastructure, Applications, Security, and business stakeholders to translate
• complex business requirements into scalable ServiceNow solutions aligned with
• organizational objectives, ITIL best practices, governance, compliance, and
• operational standards.
• The architect will be responsible for defining ServiceNow
• architecture, platform standards, integration strategies, automation
• frameworks, ITSM processes, CMDB governance, reporting, and continuous
• improvement initiatives.

Key Responsibilities

Design

and architect scalable ServiceNow ITSM solutions aligned with business and

IT objectives.

Lead

implementation and optimization of:

Incident

Request

Management

Change

Management

Problem

Management

Knowledge

Management

Management

& Configuration Management

Asset

Management

Define

ServiceNow platform architecture, standards, governance, and best

practices.

Architect

and implement workflow automation using Flow Designer and IntegrationHub.

Lead

CMDB governance, CSDM adoption, and data quality initiatives.

Design

and support enterprise integrations using REST, SOAP, APIs, MID Server,

Import Sets, and IntegrationHub.

Review

and guide development activities involving Business Rules, Client Scripts,

Script Includes, ACLs, Flows, and APIs.

Develop

executive dashboards, KPIs, Performance Analytics, and operational

reporting.

Lead

• platform upgrades, releases, architecture reviews, and continuous
• improvement initiatives.
• Conduct stakeholder workshops, requirements
• gathering sessions, and solution design reviews.

Requirements

8+

years of experience in ServiceNow, ITSM, Solution Architecture, or IT

Operations.

Strong

hands-on experience with ServiceNow ITSM suite.

Expertise

in ITIL processes and service management best practices.

Experience

with:

Flow

Designer

IntegrationHub

CMDB

& CSDM

Service

Catalog

SLA

Management

Performance

Analytics

REST/SOAP

MID

Server

Strong

knowledge of ServiceNow platform architecture, governance, and

upgrade-safe development.

Excellent

stakeholder management, consulting, and communication skills.

Experience

leading enterprise-scale ServiceNow implementations and transformations.

Certifications

Mandatory

ITIL

Foundation Certification

Preferred

CSA

CIS-ITSM

CIS-CMDB

CIS-Discovery

CAD

Advanced

ITIL Certifications

Preferred Qualifications

Experience

with ServiceNow ITSM Pro / Enterprise capabilities.

Experience

with ITOM, Discovery, Service Mapping, and Event Management.

Experience

with Employee Center, Virtual Agent, AI Search, and Now Assist.

Exposure

to regulated industries such as Healthcare, Finance, or Government.

Experience

driving ITSM transformation and platform governance initiatives.

Experience

with ServiceNow Integration Hub and MID Server.

Key Competencies

ServiceNow

Solution Architecture

& ITIL Process Design

Workflow

Automation

CMDB

& CSDM Governance

Enterprise

Integrations

Platform

Governance

Reporting

& Analytics

ITSM

Transformation

Stakeholder

Management

Leadership

& Consulting