ServiceNow Technical Architect
Our client, a leading global supplier for IT services, requires ServiceNow Technical Architects (CSM/ITSM) to be based at their client's offices in London or Guildford, UK.
This is a hybrid role - you can work remotely in the UK and attend the London or Guildford office 1-2 days per week.
This is a 6+ month temporary contract to start ASAP.
Day rate: Competitive Market rate
Role Description
The client is looking for ServiceNow CSM (Customer Service Management) or ITSM Architect with strong integration experience who will design, implement, and maintain ServiceNow CSM/ITSM solutions to meet business needs.
ServiceNow CSM Architect role involves creating scalable and efficient architectures, ensuring alignment with best practices, and providing technical leadership to development teams. The Architect will work on projects for enterprise clients across diverse industries, leveraging cutting‑edge ServiceNow capabilities and integrations with other enterprise systems.
Key Responsibilities
ServiceNow ITSM Architect
* Understand Solution for the implementation or Maintenance of ServiceNow platform
* Work with Architect and customers for the technical requirements, document them, play back and baseline
* Develop a design aligned with the Architecture (if applicable) and technical requirements
* Lead a team of ServiceNow developers, web designers, integration SMEs and QA analysts to build and deploy the applications meeting the customer requirements
Perform Sprint activities (if agile) with the customer and the team:
* Develop User stories from the requirements
* Estimate effort, work with the product sponsor to prioritise the user stores
* Do sprint planning
* Assign sprint activities to the team
* Advise Best Practices and provide technical solutions and/or workaround for the issues/requirements
* Track and share the status of sprint/user stories with the Project Manager
* Identify and manage risks and challenges
* Ensure the quality deployment of the product as per the design
* Ensure the security, resilience of the components as per the design
ServiceNow CSM (Customer Service Management) Architect
* Analyse business requirements and translate them into ServiceNow CSM technical solutions
* Develop architectural blueprints and functional designs for CSM implementations
* Design and implement integrations between ServiceNow and external systems (CRM, ERP, ITSM, etc.)
* Ensure solutions are scalable, reliable, and aligned with future business needs
* Oversee end-to-end implementation of ServiceNow CSM solutions, from concept to deployment
* Maintain and enhance existing ServiceNow CSM applications and modules
* Establish and enforce ServiceNow technical governance and standards
* Provide technical guidance and mentorship to development teams
* Act as a subject matter expert for resolving complex ServiceNow CSM issues
* Collaborate with clients, business stakeholders, and project managers to ensure solution alignment
Key Requirements
ServiceNow ITSM Architect
* Experience as a Technical Architect in ServiceNow
* Experienced in ITIL Process Definition, Integration Solutions, understanding Architecture Solutions
* Understanding customer business requirements and converting them to functional requirements
* Responsible for reviewing requirements for accurate estimation
* Experienced in leading at least a couple of Implementation projects in ITSM area and one complete Implementation life cycle for ServiceNow
* Expertise ServiceNow deployments, ITSM migrations, consolidations, upgrades, integration with other third-party tools, Orchestration, operational activities, Project Management expertise
* Review, and do proactive analysis and resolve application issues as needed
* Mentor and share technical knowledge/guidance to team
* Very good ITIL process knowledge and ability to evaluate and bring out the correlations and impacts with respect to customer requirements and ITIL/industry standards
* Must be certified with ServiceNow Systems Administrator, ServiceNow Implementation Specialist and ITIL V3 foundation
* Should possess good knowledge in Agile/Scrum methodology
ServiceNow CSM (Customer Service Management) Architect
* Proven experience as a ServiceNow Architect with specialisation in CSM module
* Expertise in ServiceNow CSM deployments, including case management, workflows, and portals
* Hands‑on experience with integration solutions (REST, SOAP, APIs, MID Server, Integration Hub)
* Experience in leading multiple ServiceNow implementation projects, including at least 3 full life cycle implementations
* Knowledge of ServiceNow Orchestration, Flow Designer, and Integration Hub spokes
* Familiarity with third‑party integrations (Salesforce, SAP, Oracle, Azure, AWS)
* Experience in instance consolidation, upgrades, migrations, and performance tuning
* Excellent communication and stakeholder management skills
Due to the volume of applications received, unfortunately we cannot respond to everyone.
If you do not hear back from us within 7 days of sending your application, please assume that you have not been successful on this occasion.
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