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Job Description

Job Description – ServiceNow ITSM  - Architect / Tech Lead

Role Overview    

We are seeking an experienced ServiceNow ITSM Specialist with strong functional and technical expertise across ITSM, HRSD, and SPM modules. The ideal candidate will have a proven track record of designing and implementing ServiceNow solutions, developing custom workflows, driving platform optimization, and integrating ServiceNow with third‑party systems such as Microsoft Intune, SAP and Jira. Additionally, the candidate should have strong communication skills to elicit requirements from business users and translate that into technical requirements.

Should have played the role of Architect / Tech Lead to guide the team of the ITSM and other modules. Handled the team of service now developers and set standards for key areas to deliver quality Service experience.

Key Responsibilities

1. Requirements Engineering & Business Analysis

• Conduct discovery workshops with stakeholders to elicit, analyze, and document business requirements.
• Translate high-level business needs into detailed User Stories and Acceptance Criteria.
• Perform gap analysis between current business processes and ServiceNow out-of-the-box (OOTB) functionality.
• Create process workflows and documentation (Process Maps, Wireframes, Functional Design Docs).

2. Solution Design & Configuration

• Design and configure solutions across ITSM, SPM, and HRSD modules, prioritizing OOTB configuration over custom development.
• Configure forms, fields, UI Policies, and Client Scripts to support business requirements.
• Manage Demand Management intake, including dashboard creation and reporting for executive stakeholders.
• Support the implementation of integrations (Intune, SAP, Jira) by defining integration requirements and mapping data fields.

3. Agile Delivery & Testing

• Act as the Product Owner proxy: prioritize the backlog and facilitate Sprint planning/grooming sessions.
• Lead User Acceptance Testing (UAT), including the creation of test plans, test cases, and coordination of sign-offs.
• Manage system documentation and training materials for end-users to ensure high adoption rates.

4. Platform Governance & Optimization

• Promote adherence to CSDM (Common Service Data Model) and ITIL best practices.
• Analyze platform usage metrics to identify opportunities for automation and performance improvement.
• Support the team during platform upgrades by assessing the impact of new features on existing configurations.

Skills & Competencies

• Strategic BA Skills: Expert in requirements gathering, process mapping, and stakeholder communication.
• Technical Proficiency: Strong understanding of ServiceNow architecture; comfortable with platform configuration (UI, Business Rules, Flow Designer).
• Methodology: Strong knowledge of Agile/Scrum delivery.
• Domain Expertise: Proven experience in ITSM, SPM, and HRSD modules.
• Problem-Solving: Ability to resolve complex business issues by leveraging ServiceNow capabilities.

Experience & Certifications

• Experience: 7–9 years as a Technical Lead or Architect in ServiceNow ecosystem.
• Certifications:
  • CTA ( Certified Technical Architect)
  • CSA (Certified System Administrator)
  • CIS (Certified Implementation Specialist) in at least one major module (e.g., ITSM, HRSD, or SPM)
  • ITIL 4 Foundation

Job Family

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