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-secure.

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 Expe

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