Job Description
ServiceNow Technical Architect
Location: Gulidford/London (Hybrid)
Day Rate: Market rate (Inside IR35)
Contract Duration: 6 months
Start Date: Immediate
Role Overview
We are seeking a ServiceNow Technical Architect specialising in Customer Service Management (CSM) or ITSM with strong integration experience. The role involves designing, implementing, and maintaining ServiceNow CSM/ITSM solutions to meet enterprise business needs.
The architect will create scalable and efficient architectures, ensure alignment with ServiceNow best practices, and provide technical leadership to development teams. You will work on projects for enterprise clients across diverse industries, leveraging cutting-edge ServiceNow capabilities and integrations with other enterprise systems.
Key Responsibilities
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Analyse business requirements and translate them into ServiceNow CSM technical solutions
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Develop architectural blueprints and functional designs for CSM implementations
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Design and implement integrations between ServiceNow and external systems (CRM, ERP, ITSM, etc.)
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Ensure solutions are scalable, reliable, and aligned with future business needs
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Oversee end-to-end implementation of ServiceNow CSM solutions, from concept to deployment
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Maintain and enhance existing ServiceNow CSM applications and modules
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Establish and enforce ServiceNow technical governance and standards
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Provide technical guidance and mentorship to development teams
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Act as a subject matter expert for resolving complex ServiceNow CSM issues
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Collaborate with clients, business stakeholders, and project managers to ensure solution alignment
Key Skills and Experience
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Proven experience as a ServiceNow Architect with specialisation in CSM module
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Expertise in ServiceNow CSM deployments, including case management, workflows, and portals
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Hands-on experience with integration solutions (REST, SOAP, APIs, MID Server, Integration Hub)
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Experience leading multiple ServiceNow implementation projects, including at least 3 full lifecycle implementations
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Knowledge of ServiceNow Orchestration, Flow Designer, and Integration Hub spokes
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Familiarity with third-party integrations (Salesforce, SAP, Oracle, Azure, AWS)
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Experience in instance consolidation, upgrades, migrations, and performance tuning
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Excellent communication and stakeholder management skills
Person Specification
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Client facing with strong interpersonal and negotiation skills
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Clear, assertive communicator with excellent presentation skills
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Capable of leading teams as well as collaborating effectively as a team member
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Supportive mentor and guide for development teams
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