ServiceNow ITSM Solution Architect

FindErnest

. Design and architect scalable ServiceNow ITSM solutions aligned with business and IT objectives .

Posted 10/6/2026full-timeRemote • United StatesSeniorLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive expertise in designing and implementing scalable ServiceNow ITSM solutions, with a strong focus on ITIL processes, governance, and performance analytics. Proven ability to lead enterprise-scale transformations and ensure upgrade-safe architecture while optimizing service management practices.

Highest-signal resume keywords

ServiceNow ITSM SuiteITIL ProcessesFlow DesignerIntegration HubCMDB Governance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

ServiceNow ArchitectureIncident ManagementRequest ManagementChange ManagementProblem ManagementKnowledge ManagementService CatalogSLA ManagementPerformance AnalyticsREST/SOAP Integrations

Soft Skills

Stakeholder ManagementConsultingCommunication

Tools & Technologies

MID ServerIntegration HubFlow Designer

Certifications & Qualifications

ITIL Foundation Certification

Industry Keywords

HealthcareFinanceGovernment

Tech Stack

Tools & technologies

ITSMServiceNowSOAP

About the role

Key responsibilities & impact

Design and architect scalable ServiceNow ITSM solutions aligned with business and IT objectives
Lead implementation and optimization of Incident, Request, Change, Problem, Knowledge, Service Catalog, SLA, CMDB, Configuration, and Asset Management
Define ServiceNow platform architecture, standards, governance, and best practices
Architect and implement workflow automation using Flow Designer and Integration Hub
Lead CMDB governance, CSDM adoption, and data quality initiatives
Design and support enterprise integrations using REST, SOAP, APIs, MID Server, Import Sets, and Integration Hub
Review and guide development involving Business Rules, Client Scripts, Script Includes, ACLs, Flows, and APIs
Develop executive dashboards, KPIs, Performance Analytics, and operational reporting
Lead platform upgrades, releases, architecture reviews, and continuous improvement initiatives
Conduct stakeholder workshops, requirements gathering, and solution design reviews
Establish ITSM process governance, operating standards, and service management controls
Monitor platform performance, scalability, security, and overall health while ensuring upgrade-safe and maintainable architecture

Requirements

What you’ll need

8+ years of experience in ServiceNow, ITSM, Solution Architecture, or IT Operations
Strong hands-on experience with ServiceNow ITSM suite
Expertise in ITIL processes and service management best practices
Experience with Flow Designer
Experience with IntegrationHub
Experience with CMDB and CSDM
Experience with Service Catalog
Experience with SLA Management
Experience with Performance Analytics
Experience with REST/SOAP integrations
Experience with MID Server
Strong knowledge of ServiceNow platform architecture, governance, and upgrade-safe development
Excellent stakeholder management, consulting, and communication skills
Experience leading enterprise-scale ServiceNow implementations and transformations
Mandatory ITIL Foundation Certification
Preferred experience with ServiceNow ITSM Pro / Enterprise capabilities
Preferred experience with ITOM, Discovery, Service Mapping, and Event Management
Preferred experience with Employee Center, Virtual Agent, AI Search, and Now Assist
Exposure to regulated industries such as Healthcare, Finance, or Government
Experience driving ITSM transformation and platform governance initiatives
Experience with ServiceNow Integration Hub and MID Server

Benefits

Comp & perks

Remote position
Full-time employment
ITIL Foundation Certification requirement
Preferred ServiceNow certifications: CSA, CIS-ITSM, CIS-CMDB, CIS-Discovery, CAD, Advanced ITIL Certifications