ServiceNow Architect - REMOTE

EU NATIONALS ONLY for clearance to work on this European Commission Institution client.

This is a *Remote* role with an excellent immediate start within a Global Consulting company working on * designing, implementing, and optimizing IT Service Management (ITSM) solutions within ServiceNow

Role Overview:

As a ServiceNow Architect, you will be an integral part of the architecture team within the project, playing a critical role in designing, implementing, and optimizing IT Service Management (ITSM) solutions within ServiceNow.

Your expertise will focus on Service Operation (Incident, Problem, Request, and Event Management) and Service Transition (Change & Configuration Management, CMDB) to ensure efficient and effective IT service delivery. You will work closely with Service Delivery, IT Operations, Change Management teams, and key stakeholders to develop scalable, automated, and compliant solutions tailored to DIGIT's operational needs.

This role involves translating business and operational requirements into technical solutions, ensuring ITIL best practices are applied, and enhancing the overall ServiceNow platform capabilities for improved efficiency, automation, and governance.

Key Responsibilities:

Architecture Development

• Design and implement ServiceNow ITSM solutions that address Service Operation and Transition needs, ensuring seamless integration with existing IT processes.
• Define CMDB governance policies, ensuring data accuracy, relationships, reconciliation, and compliance with ITIL best practices.
• Provide guidance on Change Management policies, ensuring controlled and risk-mitigated changes across the IT landscape.
• Ensure that ServiceNow solutions support SLA/KPI compliance and processes workflows.

Application & Integration Design

• Lead the development of automated workflows for Incident, Problem, Request, Change, and Configuration Management.
• Leverage ServiceNow Flow Designer, Workflow Editor, and Orchestration to streamline service processes.
• Ensure CMDB is effectively integrated with asset management and service discovery solutions.

Cost Awareness

• Optimize ServiceNow implementations to align with budgetary constraints while ensuring maximum operational value.
• Identify and implement cost-effective automation solutions to reduce manual efforts in IT service processes.

Technical Leadership

• Act as a subject matter expert for ServiceNow ITSM, providing technical leadership to internal teams and stakeholders.
• Offer guidance on best practices for ServiceNow implementation and ITIL process integration.
• Act as a technical escalation point for complex ServiceNow issues, assisting in troubleshooting and resolution.

Discovery & Solution Implementation

• Assess existing ITSM processes and recommend enhancements through ServiceNow adoption.
• Own the ServiceNow architecture and governance throughout the solution life cycle.
• Work closely with project and engineering teams to ensure the successful delivery of ServiceNow-based solutions.

Troubleshooting & Knowledge Sharing

• Act as a key escalation point for technical issues related to ServiceNow ITSM workflows.
• Stay updated on emerging trends in ITSM, ITIL best practices, and ServiceNow platform innovations.
• Share knowledge and expertise with engineering teams, fostering a culture of continuous improvement.

Qualifications and Experience:

Required Skills

• 5+ years of experience in ServiceNow architecture and ITSM implementations, with a strong focus on Service Operation & Transition.
• Extensive hands-on experience with ServiceNow ITSM modules, including Incident, Problem, Request, Change, and Configuration Management (CMDB).
• Expertise in ServiceNow Scripting (JavaScript, Glide API), REST/SOAP integrations, and UI customization.
• Strong ITIL knowledge and experience implementing ITIL-based workflows in ServiceNow. (ITIL certification is a plus.)
• Proven ability to design and implement ServiceNow CMDB governance models, ensuring data integrity and process automation.
• Experience in large-scale IT operations, preferably in public sector or enterprise IT environments.
• Strong analytical and problem-solving skills, with a focus on process optimization and automation.
• Excellent stakeholder management and communication skills, with the ability to translate business requirements into technical solutions.
• EU citizenship required (please note that EU passport or marriage to EU national is not enough)
• Language: Fluency in English (written and spoken) is required; proficiency in any other European language is a plus.

Desirable Skills

• ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist (CIS)
• ITSM/CMDB/Change Management.
• Experience working in Agile (SAFe, Scrum) environments.
• Knowledge of cloud technologies (AWS, Azure, GCP) and their integration with ServiceNow.
• Familiarity with DevSecOps practices and CI/CD automation.
• Understanding of enterprise ITSM governance and compliance frameworks.

Behavioural skills:

• Customer-focused, with a problem-solving approach.
• Ability to communicate complex technical concepts to both technical and non-technical stakeholders.
• Adapts communication style based on the audience and situation.
• Works effectively in cross-functional teams, fostering collaboration and knowledge sharing.
• Proactively identifies opportunities for continuous improvement and automation.
• Thrives in a fast-paced, evolving IT environment.

Please send your CV or call Yasin to discuss further.
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