Job Profile: ITSM Architect
Location: Gurgaon/ Bangalore/ Pune
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To excel in this role, you should possess the following:
Job Description:
- Lead the design and architecture of ServiceNow solutions, ensuring they align with customer business needs and technical environments.
Provide expert consulting on best practices for integrating ServiceNow with various infrastructure, network products, and core enterprise applications.
Engage with clients to gather requirements, analyze business needs, and translate them into detailed architectural blueprints.
Collaborate with Enterprise Architects to position ServiceNow as the digital transformation platform standard.
Establish and manage technical governance frameworks for successful ServiceNow implementation.
Work with the engagement team to maintain instance health, reduce technical debt, and ensure adherence to ServiceNow best practices.
Facilitate workshops and meetings with stakeholders to gather requirements, present solutions, and validate interpretations of client needs.
Provide insights and recommendations for ServiceNow solution design across key modules such as ITSM, CSM, HR, ITOM, and SecOps.
Drive process optimization, automation, and productivity improvements to enhance ServiceNow effectiveness.
Produce detailed functional design documentation to ensure solutions meet customer specifications.
Mentor and guide less experienced colleagues, sharing knowledge and best practices.
Qualifications:
- 8+ years of industry and project experience, specifically with ServiceNow (consultancy experience is a plus).
Strong knowledge of infrastructure, network products, and integration best practices for ServiceNow.
Proven expertise in IT Service Management (ITIL), Agile, and DevOps methodologies.
ServiceNow System Administrator and Implementation Specialist certifications (required).
Experience working with international teams, particularly in the Nordics.
Fluency in both Norwegian and English is essential.
Strong analytical, communication, and presentation skills.
Ability to effectively manage customer and stakeholder expectations.
Experience with ServiceNow solutions in key areas such as ITSM, CSM, HR, ITOM, and SecOps.
Ability to drive process optimization and efficiencies through automation.
Experience in designing and implementing ServiceNow workflows.
Strong problem-solving skills and the ability to translate complex business requirements into effective technical solutions.
Leadership and mentoring skills to support and develop less experienced colleagues.
Day in the Life of an ITSM Architect
A day in the life of a ServiceNow Architect revolves around high-level strategy, solution design, and ensuring the alignment of the platform with an organization’s long-term IT and business goals. The day typically starts with reviewing architectural roadmaps, platform performance, and upcoming project timelines. Early meetings often involve discussions with stakeholders to understand complex business needs and translate them into scalable
ServiceNow solutions, whether in ITSM, ITOM, HRSD, CSM, or custom application areas. The architect collaborates closely with developers, project managers, and other technical leads to guide the implementation, ensuring adherence to best practices, security standards, and platform governance.
A significant portion of the day is dedicated to designing workflows, integrations, and data models, along with evaluating new ServiceNow features or third-party tools that could enhance the platform. Architects also review code and technical documents, provide mentorship to teams, and proactively resolve architectural challenges. As a thought leader, the ServiceNow Architect plays a key role in driving digital transformation, platform scalability, and innovation, while maintaining system
stability and compliance.
