ServiceNow Architect- ITSM- CSM- UI Builder

Job Description

Location: Remote

Experience: 10+ years on the ServiceNow platform

Role Summary

We're hiring a ServiceNow Architect to own the design and technical direction of our ServiceNow solutions. You'll architect scalable implementations across ITSM, CSM, App Engine, Workspaces, Service Portal / UI Builder and enterprise integrations. You'll work with business stakeholders, lead developers, and make sure every solution follows ServiceNow best practices, performs well and stays upgrade-safe.

Key Responsibilities

Architecture and Solution Design

• Own end-to-end solution architecture for ServiceNow implementations, enhancements and platform roadmaps.
• Turn business requirements into technical designs, data models and integration architectures.
• Set platform standards, coding guidelines, governance models and design review processes.
• Keep customisation low by staying close to out-of-the-box capabilities, so upgrades stay smooth.

ServiceNow ITSM

• Design and optimise Incident, Problem, Change, Request, Knowledge and Service Catalog processes.
• Architect CMDB structure, CSDM alignment and service mapping strategies.
• Configure SLAs, notifications, assignment rules, workflows and Flow Designer automations.

Customer Service Management (CSM)

• Design CSM solutions covering Accounts, Contacts, Cases, Entitlements, Assets and Customer Service Portals.
• Set up omnichannel engagement (email, chat, portal, phone) and case routing.
• Integrate CSM with CRM platforms and customer-facing systems.

App Engine and Custom Applications

• Architect scoped custom applications with App Engine Studio, Flow Designer, IntegrationHub and Table API.
• Guide low-code and pro-code development teams, and oversee App Engine governance.

Workspaces, Portal and UI Builder

• Design and build Configurable Workspaces (Agent Workspace, CSM Workspace, custom workspaces).
• Build Service Portal and Employee Center experiences with custom widgets (AngularJS, HTML, CSS).
• Develop Next Experience UI pages with UI Builder, including components, data resources and client state.

Integrations

• Design and deliver integrations with REST/SOAP APIs, IntegrationHub spokes, MID Server, Scripted REST APIs and import sets.
• Integrate ServiceNow with third-party tools such as Salesforce, Jira, SAP, Microsoft Teams, Azure AD / Okta, and monitoring and discovery tools.
• Set up authentication methods (OAuth 2.0, SSO/SAML, Basic Auth) and error handling for integrations.

Leadership and Delivery

• Lead technical workshops, design sessions and stakeholder presentations.
• Mentor developers and administrators, run code reviews and make sure delivery quality is high.
• Work with project managers on estimates, sprint planning and delivery timelines.
• Plan upgrades, instance health checks and performance improvements.

Required Skills and Qualifications

• 10+ years of hands-on ServiceNow experience, including at least 3 years in an architect or technical lead role.
• Deep expertise in ServiceNow ITSM and CSM modules.
• Strong experience with App Engine, scoped applications, Flow Designer and IntegrationHub.
• Hands-on experience with Workspaces, Service Portal and UI Builder (Next Experience).
• Advanced scripting skills: JavaScript, Glide APIs, Business Rules, Script Includes, Client Scripts, UI Policies, UI Actions.
• Proven experience designing REST/SOAP integrations and working with MID Server.
• Solid understanding of CMDB, CSDM, ACLs, the security model and platform performance.
• Familiarity with ITIL v3/v4 frameworks.
• Excellent communication and stakeholder management skills.

Preferred Certifications

• ServiceNow Certified Technical Architect (CTA) or Certified Master Architect (CMA)
• Certified System Administrator (CSA)
• Certified Application Developer (CAD)
• Certified Implementation Specialist: ITSM
• Certified Implementation Specialist: CSM
• ITIL v4 Foundation

Nice to Have

• Experience with ITOM, HRSD, SecOps or GRC modules.
• Knowledge of Now Assist / generative AI capabilities and Predictive Intelligence.
• Experience with ATF (Automated Test Framework) and CI/CD pipelines for ServiceNow.
• Previous work in a consulting or ServiceNow partner environment.