Role Summary

We are seeking an experienced ServiceNow Architect to lead the architecture, design, governance, and implementation of large-scale ServiceNow transformation programs. The Architect will be responsible for defining and driving end-to-end solution architecture across multiple ServiceNow product suites, ensuring alignment with business objectives, platform best practices, scalability, security, and operational readiness.

The role requires close collaboration with business stakeholders, enterprise architects, implementation partners, product owners, and operational teams throughout the project lifecycle, from discovery and design through go-live and hypercare.

Key Responsibilities

• Own the overall ServiceNow platform architecture and solution strategy.
• Design scalable, secure, and maintainable ServiceNow solutions aligned with platform best practices.
• Lead architecture workshops, design reviews, and solution governance discussions.
• Define platform standards, development guidelines, and governance frameworks.
• Ensure consistency across multiple ServiceNow products and business processes.
• Provide architectural leadership across ITSM, CSM, FSM, SOM, Employee Center, Knowledge Management, Service Catalog, CMDB, Service Mapping, and Reporting & Analytics.
• Define enterprise integration strategy between ServiceNow and external applications.
• Architect integrations using REST APIs, SOAP services, Integration Hub, and middleware platforms.
• Drive data migration, cleansing, validation, and governance activities.
• Ensure platform scalability, reliability, security, and performance.
• Review technical designs, user stories, and implementation approaches.




• Lead architecture governance and design approval processes.
• Identify technical risks, dependencies, and mitigation strategies.
• Support release planning, deployment governance, cutover readiness, and hypercare activities.
• Act as the primary architectural advisor to business and technology teams.
• Present architecture recommendations, trade-offs, and roadmaps to leadership.
• Collaborate with customer stakeholders, delivery leads, product owners, support teams, and implementation partners.

Required Experience

• 12+ years of overall IT experience.
• Strong experience leading enterprise-scale ServiceNow implementations.
• Proven experience architecting and delivering large ServiceNow transformation programs.
• Experience working with global stakeholders and distributed delivery teams.
• Strong understanding of enterprise architecture principles and ServiceNow platform capabilities.
• Experience managing implementation partners and cross-functional teams.

Technical Skills

• ITSM
• CSM
• FSM
• SOM
• CMDB
• Service Mapping
• Service Catalog
• Employee Center
• Knowledge Management
• Flow Designer
• Integration Hub
• Reporting & Dashboards
• Data Migration & Validation
• Enterprise Architecture
• REST APIs
• SOAP Services




• Integration Patterns
• Event-Driven Architecture
• Identity & Access Management
• Security & Compliance Controls
• Agile / Scrum
• SDLC Governance
• Release Management
• Change Management
• Cutover Planning
• Hypercare Management

Preferred Certifications

• ServiceNow Certified Technical Architect (CTA) – Highly Preferred
• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Application Developer (CAD)
• CIS – ITSM
• CIS – Customer Service Management (CSM)
• CIS – Field Service Management (FSM)
• CIS – Service Operations Management (SOM)
• ITIL Foundation / ITIL Managing Professional
• TOGAF

Key Competencies

• ServiceNow Solution Architecture
• Platform Governance
• Stakeholder Management
• Enterprise Integration
• CMDB & Service Mapping
• Strategic Thinking
• Problem Solving
• Decision Making
• Risk & Dependency Management
• Leadership & Mentoring
• Business Process Transformation
• Executive Communication

Ideal Candidate

A seasoned ServiceNow Architect/CTA with experience leading enterprise-scale greenfield and transformation programs. The ideal candidate should possess deep expertise across ITSM, CSM, FSM, SOM, CMDB, Service Catalog, Employee Center, and Knowledge Management, along with robust architecture governance, stakeholder management, and integration capabilities. The candidate should be comfortable engaging with senior leadership, defining architectural vision, and ensuring successful adoption of ServiceNow solutions across global enterprise environments.

📌 ServiceNow Architect (India)
🏢 Zensar Technologies
📍 India