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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in designing enterprise-scale solutions within the ServiceNow platform, with a strong focus on ITSM processes, platform governance, and strategic technology decision-making. Capable of leading platform health initiatives and guiding teams towards AI-driven capabilities and automation.
Highest-signal resume keywords
ServiceNow Platform ExpertiseITSM Process KnowledgePlatform GovernanceTechnical Debt ReductionServiceNow CSA Certification
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Enterprise-Scale Solution DesignTechnical Direction TranslationArchitecture Roadmap DefinitionCost Estimation DevelopmentPlatform Quality Review
Soft Skills
Effective CommunicationLeadershipCollaboration
Tools & Technologies
ServiceNowAI-Driven CapabilitiesAutomation Tools
Certifications & Qualifications
ServiceNow CSA CertificationCIS-ITSM CertificationCMA CertificationCTA Certification
Industry Keywords
ITSM DomainService CatalogueEmployee CenterVirtual AgentKnowledge ManagementPredictive Intelligence
Tech Stack
Tools & technologiesITSMServiceNow
About the role
Key responsibilities & impact- Act as the technical design authority for the ITSM domain within the ServiceNow platform
- Translate validated business needs into clear technical direction
- Define the target architecture and architectural roadmap for the ITSM domain
- Make strategic technology decisions balancing capability, maintainability and cost
- Champion an out-of-the-box-first approach and challenge unnecessary customization
- Review designs, code and implementation approaches to safeguard platform quality
- Lead platform health, upgrade readiness and technical debt initiatives
- Guide engineers and implementation partners
- Prepare the platform for AI-driven capabilities, automation and autonomous operations
- Collaborate with internal developers and external development partners on platform configuration, maintenance, issue resolution and larger initiatives
Requirements
What you’ll need- Extensive experience designing enterprise-scale solutions within ServiceNow or a similar platform
- Strong knowledge of ITSM processes and related capabilities, including Service Catalogue, Employee Center, Virtual Agent, Knowledge Management and Predictive Intelligence
- Experience driving platform transformation and reducing technical debt
- Solid understanding of platform governance, quality controls and lifecycle management
- Ability to develop cost estimates and explain technical and commercial impacts
- Relevant academic background, or equivalent experience, in IT operations or service management
- Ability to communicate comfortably in English
- ServiceNow CSA and CIS-ITSM certifications are beneficial
- CMA or CTA certification, or a clear path towards CTA, is considered an advantage
- Resume and cover letter in English
- Willingness to complete personality and logical reasoning tests if invited
Benefits
Comp & perks- Inclusive culture committed to diversity
- Support for learning together and professional development
- Personality and logical reasoning assessment process to support objective recruitment