Solutions Architect - ITSM Tools

Responsibilities

• Evaluate platform opportunities and provide recommendations for future enhancements based on business value, operational efficiency, technical debt, risk reduction, and platform maturity.
• Develop business cases, solution options, and implementation recommendations for new platform capabilities and investments.
• Provide recommendations regarding prioritization of strategic initiatives, operational needs, compliance requirements, and technical improvements within the platform backlog.
• Serve as the senior technical authority and primary architect for the ServiceNow platform.
• Lead solution reviews and approve architectural designs to ensure scalability, maintainability, and alignment with platform strategy.
• Partner with the Product Owner to prioritize backlog items, technical debt remediation, platform investments, and continuous improvement opportunities.
• Facilitate technical discovery, solution design workshops, backlog refinement, and architectural review sessions.
• Mentor administrators, developers, analysts, and implementation partners on ServiceNow best practices.
• Evaluate new capabilities and recommend adoption strategies.
• Anticipate downstream impacts of proposed changes and ensure long-term operational sustainability.
• Provide technical leadership and architectural guidance during platform delivery activities, including backlog refinement, sprint planning, standups, and solution reviews.
• Translate business requirements into scalable, supportable technical solutions.
• Define architecture patterns, data models, and integration approaches across platforms.
• Ensure alignment with enterprise architecture standards and governance.
• Lead discovery sessions to translate business needs into detailed functional and technical requirements.
• Challenge assumptions, identify risks, and recommend alternative approaches when appropriate.
• Drive process design and continuous improvement across ITSM and ITOM practices.
• Identify opportunities for automation, simplification, and standardization.

Requirements

• 8-10+ years of experience in ITSM solution design or architecture.
• ServiceNow Certified System Administrator (CSA).
• Experience serving as a Product Owner, Platform Owner, or Architecture Lead for ServiceNow.
• Demonstrated ability to influence platform strategy, governance, roadmap planning, and architectural standards.
• Proven ability to challenge requirements and recommend alternative approaches that improve scalability, maintainability, and business outcomes.
• Deep, hands-on experience with ServiceNow including ITSM modules (Incident, Change, Problem, Request), Virtual Agent, Mobile, and ITOM capabilities (Discovery, CMDB, Service Mapping, Event Management).
• Proven experience building, stabilizing, governing, and maturing CMDB and ITOM implementations, including Discovery, Service Mapping, data quality remediation, service ownership, and operational adoption.
• Strong experience with CMDB design, data modeling, and service mapping concepts.
• Proven ability to design scalable, maintainable solutions in complex environments.
• Experience integrating ITSM/ITOM platforms with external systems and APIs.
• Strong understanding of ITIL-based service management practices.
• Ability to translate business needs into technical requirements and solution designs.

Qualifications

• ServiceNow Certified System Administrator (CSA).
• Experience serving as a Product Owner, Platform Owner, or Architecture Lead for ServiceNow.
• Demonstrated ability to influence platform strategy, governance, roadmap planning, and architectural standards.
• Proven ability to challenge requirements and recommend alternative approaches that improve scalability, maintainability, and business outcomes.
• Proven experience building, stabilizing, governing, and maturing CMDB and ITOM implementations, including Discovery, Service Mapping, data quality remediation, service ownership, and operational adoption.
• Strong experience with CMDB design, data modeling, and service mapping concepts.
• Proven ability to design scalable, maintainable solutions in complex environments.
• Experience integrating ITSM/ITOM platforms with external systems and APIs.
• Strong understanding of ITIL-based service management practices.
• Ability to translate business needs into technical requirements and solution designs.