ServiceNow Architect

About the role

The ServiceNow Architect – ITSM & ITOM (AI Control Tower inclusive) defines the technical architecture, governance and strategic direction of the ServiceNow platform, leading design, implementation and optimisation of core ITSM processes, CMDB/CSDM, Discovery, Service Mapping, Event Management and AI‑powered automation.

Key responsibilities

• Lead the architecture and technical direction for ServiceNow ITSM and ITOM solutions.
• Design and govern ITSM processes, including Incident, Problem, Change, Request Management, SLA/OLA and Major Incident Management.
• Define and maintain CMDB and CSDM architecture, class models, relationship rules and data‑quality governance.
• Architect and optimise ITOM capabilities such as Discovery, MID Server topology, Service Mapping and AI‑driven event correlation.
• Design and implement AI‑powered automation using AI Agent Studio, AI Agent Advisor, Now Assist and AI Control Tower.
• Establish AI governance, defining agent autonomy, approval workflows, consumption quotas and performance monitoring.
• Review and govern integrations via REST/SOAP APIs, Integration Hub and MID Servers.
• Produce solution architecture documents, technical standards and implementation roadmaps.
• Lead platform upgrades, release planning and adoption of best practices.
• Mentor ServiceNow developers, administrators and consultants, providing architectural guidance.

Required profile

• Minimum 10 years of hands‑on ServiceNow implementation experience, including at least 2 years as a ServiceNow Architect or Technical Lead.
• Proven success delivering multiple enterprise‑scale ServiceNow ITSM and ITOM implementations in regulated or mission‑critical environments.

Required skills

• ServiceNow ITSM and ITOM modules (Incident, Problem, Change, Request, Discovery, Service Mapping, Event Management).
• CMDB/CSDM architecture, data quality governance and reconciliation strategies.
• JavaScript, Glide API, Flow Designer, Business Rules and ACL development.
• AI Agent Studio, AI Agent Advisor, AI Control Tower and Now Assist.
• REST and SOAP integration, Integration Hub and MID Server architecture.
• AIOps platforms, enterprise monitoring and log aggregation solutions.