Servicenow Architect

Job description

**Role Overview** We are seeking a highly experienced **ServiceNow Architect** to lead the transformation of the current ServiceNow implementation from **Run Mode (operational maintenance)** into **Transform Mode (innovation, automation, and business value realization)** across all ServiceNow modules. This role will drive **platform modernization, enterprise-wide process transformation, and adoption of ServiceNow AI/GenAI capabilities**, positioning ServiceNow as a strategic digital workflow platform. **Key Responsibilities** **1. Transformation Strategy & Leadership** - Define and execute the **ServiceNow transformation roadmap** aligned with enterprise digital strategy. - Transition the platform from: - Reactive operations Proactive & predictive services - Ticket-based workflows End-to-end digital workflows - Establish **platform vision, architecture principles, and governance models** - Build and lead **Center of Excellence (CoE)** for ServiceNow **2. Platform Architecture & Design** - Own end-to-end **ServiceNow architecture across modules**, including: - ITSM, ITOM, ITAM - CSM, HRSD - SecOps, GRC - App Engine / Custom Apps - Design **scalable, secure, and high-performance architecture** - Drive adoption of: - **CSDM (Common Service Data Model)** - Service mapping and CMDB maturity - Define **integration architecture** (API-led, event-driven, middleware-based) **3. Transition from Run Mode to Transform Mode** - Assess current implementation maturity (people, process, technology) - Identify inefficiencies: - Over-customization - Manual workflows - Data fragmentation - Lead initiatives such as: - Process re-engineering and standardization - Automation-first strategy - Workflow digitization - Introduce **product-based operating model vs ticket-based support** **4. AI & Automation Enablement (Core Focus)** - Drive adoption of **ServiceNow AI capabilities**, including: - Predictive Intelligence (classification, routing, recommendations) - Virtual Agent (chatbots and conversational AI) - Now Assist / GenAI (content generation, summarization, automation) - AIOps (event correlation, anomaly detection) - Define **AI governance, training data, and ethical AI usage** - Identify and implement **AI use cases**, such as: - Self-healing IT operations - Intelligent ticket routing - Automated knowledge generation - Conversational employee & customer support **5. Enterprise Integration & Data Strategy** - Architect integrations with enterprise systems: - ERP (SAP, Oracle) - CRM (Dynamics, Salesforce) - Cloud platforms (Azure, AWS) - Ensure **data consistency and integrity** - Improve **CMDB accuracy and service mapping maturity** - Enable **data-driven decision-making via dashboards & analytics** **6. Governance, Risk & Compliance** - Establish **platform governance frameworks** - Define: - Development standards - Release management processes - Security and access controls - Ensure compliance with: - ITIL practices - Security standards (ISO, GDPR, etc.) **7. Stakeholder Management & Business Alignment** - Engage with client as a single point of Contact from architectural stand of point. - Translate business needs into **digital workflows and platform capabilities** - Drive **organizational change management** - Provide **executive-level reporting and insights** **8. Continuous Improvement & Innovation** - Introduce **DevOps/Agile practices for ServiceNow delivery** - Identify opportunities for: - Low-code/no-code app development - Continuously track: - Platform performance - Business value realization (ROI, efficiency metrics) **Required Skills & Capabilities** **Technical Capabilities** - Deep expertise in: - ServiceNow platform architecture - Core modules: ITSM, ITOM, CSM, HRSD - Strong knowledge of: - CSDM and CMDB best practices - Integration patterns (REST, SOAP, MID Server) - ServiceNow App Engine and Flow Designer - Experience with: - Cloud ecosystems (Azure, AWS) - APIs and microservices - Proficiency in: - JavaScript, Glide API, ServiceNow scripting **AI & Automation Capabilities** - Hands-on experience with: - ServiceNow Predictive Intelligence - Virtual Agent / chatbots - GenAI (Now Assist or equivalent tools) - Understanding of: - Machine learning lifecycle (training, tuning, deployment) - NLP and conversational AI concepts - Ability to define and implement **AI-driven use cases** **Leadership & Soft Skills** - Strategic thinker with transformation mindset - Strong stakeholder engagement & communication skills - Ability to influence senior leadership - Experience in leading large, cross-functional teams - Change management expertise **Experience Requirements** - ServiceNow transformation programs - Enterprise-wide implementations - Certifications (preferred): - ServiceNow Certified System Administrator (CSA) - Certified Application Developer (CAD) - Certified Implementation Specialist (CIS) - ServiceNow Certified Technical Architect (CTA) Highly desirable **Nice-to-Have** - Experience with: - GenAI strategy in enterprise platforms - Digital transformation consulting - Knowledge of: - Industry frameworks - Multi-instance ServiceNow strategy