ServiceNow Architect

ServiceNow Architect Customer Service Management (CSM) & ITSM - Contract

Experience: 12+ Years

Location: Hyderabad

Job Type: Contract

Job Description

We are looking for a highly experienced ServiceNow Architect with strong expertise in Customer Service Management (CSM), ITSM, Integrations, and ServiceNow platform architecture . The ideal candidate will be responsible for designing scalable solutions, leading implementations, and ensuring best-practice platform governance across the enterprise.

Key Responsibilities

• Lead end-to-end ServiceNow architecture for CSM and ITSM modules.
• Design and implement ServiceNow solutions , workflows, integrations, and custom applications.
• Provide architectural guidance for NowAssist, AI Agent, Virtual Agent, App Engine Studio , and platform automation.
• Define technical standards, best practices, and guardrails for enterprise ServiceNow usage.
• Work closely with business stakeholders, product owners, and development teams to translate requirements into scalable solutions.
• Oversee integration design using REST/SOAP APIs, MID Server, web services, and integration hubs .
• Conduct platform health checks, performance tuning, and optimization.
• Review development deliverables and ensure adherence to coding and architecture guidelines.
• Lead technical workshops, discovery sessions, and solution demonstrations.
• Provide mentorship and guidance to ServiceNow developers and admins.

Must-Have Skills

• 12+ years of total experience with 8+ years in ServiceNow .
• Strong expertise in ServiceNow CSM (Customer Service Management).
• Hands-on experience with ITSM , CMDB, Incident, Problem, Change, SLA, Knowledge.
• Proven experience leading ServiceNow architecture and platform governance .
• Expertise in NowAssist / AI Agent / Virtual Agent .
• Experience with App Engine Studio , custom applications, Flow Designer.
• Strong understanding of ServiceNow Integrations (REST/SOAP, MID Server).
• Ability to create HLD/LLD , architecture diagrams, and technical solution documentation.

Good to Have

• ServiceNow CSA, CAD, CIS-CSM, CIS-ITSM, Architect certifications .
• Experience in GenAI features on ServiceNow .
• Experience working with complex enterprise environments.

Soft Skills

• Strong communication and stakeholder management.
• Ability to lead technical teams and drive solution decisions.
• Excellent problem-solving and analytical skills.