ServiceNow ITSM and CSM Architect Professional

Job Overview

We are seeking an experienced ServiceNow ITSM and CSM Architect to join our team. As a key member of our organization, you will be responsible for designing and implementing scalable, secure, and high-performing architecture for ITSM and CSM implementations.

Your primary focus will be on translating business requirements into well-architected solutions aligned with ServiceNow best practices. You will work closely with business and IT stakeholders to gather requirements and align ServiceNow capabilities.

In this role, you will lead and govern technical implementations across ITSM (Incident, Problem, Change, Request, CMDB) and CSM (Case Management, Entitlements, Contracts). You will ensure delivery aligns with defined architecture and standards.

You will also define and enforce coding standards, platform security, and governance guidelines. Additionally, you will set up CI/CD pipelines, DevOps best practices, and upgrade strategies.

Key Responsibilities

• Design end-to-end scalable, secure, and high-performing architecture for ITSM and CSM implementations.
• Translate business requirements into well-architected solutions aligned with ServiceNow best practices.
• Lead and govern technical implementations across ITSM and CSM modules.
• Define and enforce coding standards, platform security, and governance guidelines.
• Set up CI/CD pipelines, DevOps best practices, and upgrade strategies.

Requirements

• Deep expertise in ServiceNow ITSM and CSM modules.
• • Strong understanding of platform architecture, ACLs, notifications, and form/UI policies.
• Familiarity with Performance Analytics, Now Experience UI Framework, and Agent Workspace.
• Integration Hub, REST/SOAP APIs, SSO, OAuth, and MID server expertise.