Responsibilities
- Design and develop complex ServiceNow solutions with a focus on ITOM, CMDB, and CSDM 5.0 alignment.
- Take full ownership of ServiceNow workstreams - plan, prioritize, and drive delivery independently with minimal supervision
- Lead projects end-to-end: from initial scoping and solution design through to go-live and handover
- Act as the primary technical point of contact for assigned clients, managing expectations and communicating progress proactively
- Coordinate with developers, consultants, and client teams to ensure on-time, on-quality delivery
- Identify risks early, propose mitigation strategies, and escalate when necessary
- Prepare and deliver structured presentations to senior client stakeholders — including architecture overviews, sprint reviews, and solution demonstrations
- Present complex technical concepts clearly to both technical and non-technical audiences
- Create high-quality documentation and deliverables: solution designs, architecture diagrams, and implementation reports
- Support presales processes by contributing technical input to proposals, RFP responses, and solution concepts
- Conduct discovery calls and technical assessment sessions with prospective clients
- Estimate effort, define scope, and propose solution approaches for new opportunities
- Develop reusable presales assets such as solution templates, demo environments, and capability decks
- Plan and facilitate process workshops with client stakeholders to capture requirements and define target architectures
- Lead CMDB scoping workshops: define CI classes, discovery scope, data ownership, and governance rules
- Run CSDM alignment workshops to map business services, technical services, and application portfolios
- Document workshop outcomes as structured decision logs, process flows, and solution blueprints
- Drive stakeholder alignment across IT, business, and management levels during workshops
- Design and develop complex ServiceNow solutions with a focus on ITOM, CMDB, and CSDM 5.0 alignment
- Lead and execute Discovery configurations and troubleshooting (patterns, MID Server, credentials, probes/sensors)
- Architect and maintain a healthy, well-structured CMDB including IRE, normalization, deduplication, and CMDB Health dashboards
- Implement and govern CSDM 5.0 data models — mapping Business Services, Technical Services, Application Services, and supporting CIs
- Configure and extend NowAssist (AI features) including Now Intelligence, Predictive Intelligence, and Virtual Agent flows
- Develop advanced platform customizations: Business Rules, Script Includes, Client Scripts, UI Policies, Flow Designer, and REST/SOAP integrations
- Perform code reviews and enforce ServiceNow development best practices — minimizing unnecessary customizations
- Document solution designs, architecture decisions, and implementation guides
Requirements
- experienced ServiceNow Solution Architect
- strong development background
- deep expertise in ITOM, CMDB, CSDM, and NowAssist
Additional Information
- written and spoken English required at all times
