Solutions Architect - ITSM Tools

• Evaluate platform opportunities and provide recommendations for future enhancements based on business value, operational efficiency, technical debt, risk reduction, and platform maturity. 

• Develop business cases, solution options, and implementation recommendations for new platform capabilities and investments. 

• Provide recommendations regarding prioritization of strategic initiatives, operational needs, compliance requirements, and technical improvements within the platform backlog. 

ServiceNow Platform Leadership & Strategy 

• Serve as the senior technical authority and primary architect for the ServiceNow platform.  

• Lead solution reviews and approve architectural designs to ensure scalability, maintainability, and alignment with platform strategy.  

• Partner with the Product Owner to prioritize backlog items, technical debt remediation, platform investments, and continuous improvement opportunities.  

• Facilitate technical discovery, solution design workshops, backlog refinement, and architectural review sessions.  

• Mentor administrators, developers, analysts, and implementation partners on ServiceNow best practices.  

• Establish standards for configuration, customization, data integrity, performance, workflows, and scripting.  

• Provide recommendations, architectural guidance, and strategic input to support development and maintenance of a multi-year ServiceNow and ITSM roadmap. 

• Evaluate new capabilities and recommend adoption strategies.  

• Anticipate downstream impacts of proposed changes and ensure long-term operational sustainability. 

• Provide technical leadership and architectural guidance during platform delivery activities, including backlog refinement, sprint planning, standups, and solution reviews. 

Solution Architecture & Design 

• Lead end-to-end solution design for ITSM capabilities including Incident, Problem, Change, Request, Knowledge, CMDB, ITOM, and the full support experience layer (service desk tooling, call center/contact center, chat, and self-service portals)  

• Translate business requirements into scalable, supportable technical solutions  

• Define architecture patterns, data models, and integration approaches across platforms  

• Ensure alignment with enterprise architecture standards and governance  

Requirements & Process Design 

• Lead discovery sessions to translate business needs into detailed functional and technical requirements.  

• Challenge assumptions, identify risks, and recommend alternative approaches when appropriate.  

• Assess impacts across processes, integrations, data models, reporting, user experience, security, and supportability.  

• Drive process design and continuous improvement across ITSM and ITOM practices.  

• Ensure proposed solutions align with operational workflows, governance standards, and business objectives.  

• Identify opportunities for automation, simplification, and standardization. 

Ecosystem & Integration Ownership 

• Design and support integrations between ServiceNow and other platforms such as:  

• PagerDuty (or similar event/alerting tools)  

• Zendesk or other case management platforms  

• Telephony/contact center and support desk platforms (e.g., IVR, call routing, voicemail, omnichannel support)  

• Identity and access systems (e.g., SailPoint, Active Directory)  

• Infra and Security data sources (e.g. LanSweeper, CrowdStrike) 

• Ensure consistent data flow, ownership, and system interoperability across the ecosystem  

Governance & Standards 

• Establish and enforce platform governance standards and architectural principles.  

• Define and maintain architectural documentation, design standards, and decision frameworks.  

• Ensure auditability, compliance, data integrity, and proper change control.  

• Partner with support and operations teams to ensure solutions are usable, measurable, and supportable.  

• Support major platform initiatives, upgrades, and critical issue resolution activities.  

• Evaluate emerging technologies and capabilities for alignment with enterprise strategy. 

QUALIFICATIONS 

Required Qualifications 

• 8-10+ years of experience in ITSM solution design or architecture  

• ServiceNow Certified System Administrator (CSA)  

• Experience serving as a Product Owner, Platform Owner, or Architecture Lead for ServiceNow. 

• Demonstrated ability to influence platform strategy, governance, roadmap planning, and architectural standards.  

• Experience presenting architectural recommendations, platform roadmaps, and solution designs to leadership and business stakeholders 

• Experience leading backlog refinement, technical discovery, and solution design activities.  

• Proven ability to challenge requirements and recommend alternative approaches that improve scalability, maintainability, and business outcomes.  

• Deep, hands-on experience with ServiceNow including ITSM modules (Incident, Change, Problem, Request), Virtual Agent, Mobile, and ITOM capabilities (Discovery, CMDB, Service Mapping, Event Management)  

• Proven experience building, stabilizing, governing, and maturing CMDB and ITOM implementations, including Discovery, Service Mapping, data quality remediation, service ownership, and operational adoption. 

• Strong experience with CMDB design, data modeling, and service mapping concepts  

• Proven ability to design scalable, maintainable solutions in complex environments  

• Experience integrating ITSM/ITOM platforms with external systems and APIs  

• Strong understanding of ITIL-based service management practices  

• Ability to translate business needs into technical requirements and solution designs  

Preferred Qualifications 

• Certified Implementation Specialist (ITSM)  

• Certified Implementation Specialist (Discovery)  

• Certified Implementation Specialist (Service Mapping)  

• Certified Technical Architect (CTA) 

• Experience with PagerDuty, Zendesk, Salesforce, or similar tools  

• Advanced experience with ITOM capabilities such as Event Management, AIOps, or Observability platforms (beyond core Discovery/CMDB)  

• Familiarity with identity and access management integrations (e.g., SailPoint, Azure AD)  

• Experience in retail or multi-location support environments  

What Success Looks Like 

• The platform roadmap continuously evolves through proactive identification of improvement opportunities and strategic recommendations. 

• Solutions are designed correctly the first time… scalable, supportable, and aligned to business needs  

• Clear architectural standards and governance are established and followed  

• Platform capabilities are fully leveraged without unnecessary customization  

• Seamless integration across ITSM tools and supporting systems  

• Improved operational efficiency, visibility, and service delivery outcomes