Technical Archiect - ServiceNow ITOM
Role Summary:
You will be responsible for leading the technical direction, architecture & design, integrations, and platform governance of ServiceNow implementations - ensuring solutions are scalable, maintainable, secure and aligned with business strategy and best practices.
Key Responsibilities
* Lead workshops & discovery sessions with stakeholders (business, operations, IT) to understand current-state processes, define future-state vision, uncover requirements, constraints, and opportunities.
* Design end-to-end ServiceNow solutions and technical architectures that align with organization’s strategic goals, considering scalability, performance, security, maintainability, integrations, data model, and user experience.
* Define roadmap(s) and solution intent / blueprints: translate business goals into architecture, technology decisions, module usage, platform configuration vs custom development.
* Ensure adherence to best practices, ServiceNow leading practices, coding standards, design patterns, security standards, data governance, and configuration over customization.
* Manage or oversee integrations between ServiceNow and other systems (via REST, SOAP, IntegrationHub, MID Servers, etc.), ensuring reliability, security, latency, error handling, monitoring.
* Establish / enforce architecture governance: review designs from development teams/partners, perform code review, ensure technical debt is tracked and managed, monitor instance health.
* Mentor and lead junior architects, developers, administrators; elevate team capabilities.
* Work with enterprise architects / platform owners to define platform strategy: instance strategy, environment strategy, upgrade/migration plans.
* Support presales / proposal efforts by scoping, estimating, and designing reference architectures.
* Participate in operational considerations: performance tuning, capacity planning, availability, disaster recovery, security compliance.
* Stay up to date with new ServiceNow features, modules, trends (e.g., AI/ML, data fabric, Now Assist), assess applicability, and recommend adoption where relevant
Required Qualifications & Skills
* Strong experience in IT, of which several years are hands-on with ServiceNow—both in configuration and architecture.
* Deep experience across multiple ServiceNow modules/workflows (for example, ITSM, ITOM, Discovery, ITAM, CSM, HRSD, SecOps, GRC, etc.).
* Strong integration experience: REST/SOAP APIs, IntegrationHub, MID Server, custom integrations.
* Understanding of data modeling, CMDB, metadata, core data, data governance, security.
* Experience in defining and implementing technical governance, architecture operating models, instance strategy.
* Good knowledge of IT best practices and frameworks: ITIL, Agile methodologies, DevOps, CI/CD practices.
* Strong problem-solving, analytical skills; ability to resolve technical trade-offs (e.g., custom vs. configuration, performance vs. maintainability).
* Excellent communication skills: ability to explain technical designs to business stakeholders, leadership, peers; also effective writing of architectural documentation