ServiceNow Architect - ITSM, ITOM

**Title :ServiceNow Architect – ITSM, ITOM & HRSD**

**Location :Melbourne FL (Remote)**

**Position Summary**

We are seeking an experienced ServiceNow Architect to lead the design, architecture, implementation, and optimization of enterprise ServiceNow solutions across IT Service Management (ITSM), IT Operations Management (ITOM), and Human Resources Service Delivery (HRSD). The ideal candidate will possess deep platform expertise, strong business process transformation experience, and the ability to define scalable architectures supporting complex enterprise and government-regulated environments.

The architect will work closely with business stakeholders, enterprise architects, program managers, and development teams to deliver secure, scalable, and compliant ServiceNow solutions.

**Key Responsibilities**

**Architecture & Strategy**

* Define end-to-end ServiceNow platform architecture and roadmap.
* Lead solution design workshops and translate business requirements into technical solutions.
* Establish platform governance, architecture standards, and best practices.
* Design scalable, secure, and maintainable ServiceNow solutions aligned with enterprise architecture standards.
* Provide technical leadership for multiple concurrent ServiceNow initiatives.

**ITSM Responsibilities**

* Architect and implement:
* Incident Management
* Problem Management
* Change Management
* Request Management
* Service Catalog
* Knowledge Management
* CMDB
* Service Level Management
* Drive ITIL-aligned process transformation and automation.

**ITOM Responsibilities**

* Architect and implement:
* Discovery
* Service Mapping
* Event Management
* Operational Intelligence
* AIOps
* Cloud Discovery
* Health Log Analytics
* Design enterprise CMDB governance and data management strategies.
* Integrate monitoring tools and observability platforms with ServiceNow.

**HRSD Responsibilities**

* Architect and implement:
* Employee Center
* HR Case Management
* Lifecycle Events
* Knowledge Management
* Document Management
* Employee Journeys
* Guided Self-Service
* Design AI-enabled employee service experiences leveraging ServiceNow capabilities.

**Integration & Automation**

* Design integrations using:
* REST APIs
* SOAP APIs
* Integration Hub
* MID Servers
* Event-driven architecture
* Architect integrations with:
* Active Directory
* Azure AD
* Workday
* Monitoring Tools
* Identity and Access Management platforms

**Governance & Compliance**

* Ensure ITAR, security, privacy, and regulatory compliance requirements are incorporated into solution designs.
* Establish platform security controls, role-based access models, and audit mechanisms.
* Participate in architecture review boards and technical governance processes.

**Required Qualifications**

**Experience**

* 12+ years of overall IT experience.
* 7+ years of ServiceNow implementation experience.
* 3+ years serving as ServiceNow Architect or Lead Architect.
* Experience leading large-scale enterprise ServiceNow implementations.

**Technical Expertise**

Strong expertise in:

* ServiceNow ITSM
* ServiceNow ITOM
* ServiceNow HRSD
* CMDB Architecture
* Discovery & Service Mapping
* Event Management
* Integration Hub
* Flow Designer
* Service Portal / Employee Center
* Platform Security
* Performance Analytics

**Development Knowledge**

Hands-on understanding of:

* JavaScript
* Glide APIs
* Business Rules
* Script Includes
* Flow Designer
* UI Policies
* Client Scripts
* ACLs
* Integration Frameworks

**Preferred Qualifications**

* ServiceNow Certified Technical Architect (CTA) – Preferred
* ServiceNow Certified Master Architect (CMA) – Preferred
* Certified System Administrator (CSA)
* Certified Implementation Specialist (CIS) – ITSM
* CIS – ITOM
* CIS – HRSD
* ITIL Foundation or ITIL Managing Professional
* Experience in Aerospace, Defense, Federal, Manufacturing, or ITAR-regulated environments

**Preferred Skills**

* Enterprise Architecture
* AI and Automation Strategy
* AIOps
* GenAI / ServiceNow Now Assist
* Program Leadership