ServiceNow Solution Architect (ITSM)

Job description

The ServiceNow Solution Architect (IT Operations Platform) is accountable for the end-to-end architecture, governance, and evolution of the organization’s IT Operations platform, spanning ITSM, ITOM, CMDB/service model, observability integrations, and Now Assist (GenAI). This role ensures ServiceNow operates as the system of record and execution control plane for IT Operations, enabling service-aware operations, faster incident recovery, reduced outages, improved change success, and AI-assisted productivity, while maintaining platform scalability, security, compliance, and upgradeability.

This role requires strong customer-facing capabilities, including architecture defense, RFP solutioning, and leadership of onshore and offshore solution and delivery teams.

Qualifications

• 15+ years in IT Operations / ITSM / platform or enterprise architecture
• 10+ years enterprise ServiceNow experience across ITSM, ITOM, and CMDB
• Strong understanding of major incidents, change risk, problem prevention, and service reliability
• Proven capability integrating observability platforms with ServiceNow workflows
• Executive communication skills with strong governance and design authority mindset
• Proven experience designing and rolling out Now Assist / GenAI-enabled workflows
• Strong working knowledge of: o ITSM (Incident, Request, Knowledge, Major Incident) o ITOM & CMDB (service/CI context, event impact awareness)
• Experience integrating conversational AI with automation and enterprise workflows
• Ability to communicate AI solution value clearly to operations and leadership Required Certifications: (at least one of the below) ServiceNow CSA, CIS ITSM, CIS ITOM, ITIL v4; experience with AIOps and GenAI enablement.

Salary Range

$159,800-$188,000 a year #LI-AK1