ServiceNow Implementation Architect

What you will do

• Be the customer's main technical contact. Run workshops, explain trade-offs, and say no when needed.
• Advise on process, not only technology: ITSM and core processes, ITOM, CMDB, source-to-pay, project and demand intake, legal service delivery, HR and finance service flows.
• Design the data model and CSDM approach. Design Discovery, Service Mapping and Event Management so the CMDB stays trustworthy.
• Design integration patterns with ERP, HR and finance systems such as Oracle, Workday and Dayforce: authentication, error handling, volumes, ownership of data, and monitoring.
• Set team standards: configuration before code, scoped applications, naming, security and ACL design, testing, and release path.
• Break each requirement into a design that the team can build within two to four weeks.
• Review designs and key code. Answer developer questions. Join debugging sessions when asked.
• Set the approach for AI on the platform, including Now Assist, AI agents and MCP, and where each is and is not a good fit.
• Check scope against what the customer's licenses cover.
• Write design documents, interface specifications and diagrams that the customer signs off on and the team builds from.

What you bring

• Experience on at least three ServiceNow process areas, including ITSM and either ITOM or CMDB.
• You understand all layers of an application end to end: data, logic, security, integration, user interface, reporting, testing, deployment and support.
• A development background. You can read and debug scripts, flows, ACLs and integration traces.
• Integration architecture experience with REST, SOAP, Integration Hub, MID Server, SSO and enterprise systems.
• Experience leading offshore developers day to day.
• Clear writing and calm, direct customer communication.

Certifications

• Must have: Certified System Administrator (CSA), Certified Implementation Specialist in ITSM, and one more Implementation Specialist certification such as Discovery, Event Management or Service Mapping.
• Good to have: Certified Application Developer (CAD), Certified Technical Architect (CTA) or progress toward one.

Helpful to have

• Oracle Fusion, Workday or Dayforce integration design experience.
• Managed service experience, where you run the platform for the customer.
• Experience with Claude, MCP or similar AI tools in development work.
• Consulting or systems integrator background.