ServiceNow Platform Architect

About Marlink

Wherever our customers are in the world, we help them digitalise and optimise their remote business processes using advanced hybrid network solutions and digital technologies. Our teams operate globally across Connectivity, Network, Cloud & IT, and Cyber Security services, supporting complex, mission-critical operations. As part of our transformation into a leading Managed Service Provider (MSP), ServiceNow is becoming the core platform enabling end-to-end service lifecycle management.

Today, we employ 1500 people in over 30 countries, with customers in the maritime, energy, and humanitarian sectors. We believe in creating a culture where you can develop and thrive. Our commitment to excellence drives our success.

Your Mission

As a ServiceNow Platform Architect, you will act as the ultimate technical authority for the ServiceNow platform, combining deep expertise in architecture, CMDB, and service modelling with solid transformation leadership. You will be responsible for designing and building the platform from the ground up, defining the data model, governance, and architecture aligned with CSDM. You will lead the initial platform setup, ensuring that foundations such as instance design, environments, CMDB structure, discovery strategy, integrations, and service modelling are correctly established from day one.

You will work closely with the Head of ITSM & Service Assurance (Platform Owner), Product Owner, Project Manager, ITSM Stream Lead, ServiceNow Engineers and ServiceNow partner, acting as the key technical authority for ServiceNow. You will also drive the adoption of ServiceNow’s AI capabilities (including Generative AI, Predictive Intelligence, and AIOps), identifying and implementing high-value automation and intelligence use cases to enhance service delivery, operational efficiency, and user experience





Main Tasks and Responsibilities

- Platform Setup, Strategy & Architecture

- Lead the end-to-end setup of the ServiceNow platform from a greenfield state.

- Define and own the ServiceNow platform architecture and roadmap, aligned with enterprise strategy, including the integration of AI, automation, and data capabilities.

- Define instance strategy (dev/test/prod), environments, and governance model.

- Establish core data model aligned with CSDM.

- Define naming conventions, standards, and architectural principles.

- CSDM & Service Modelling

- Own the implementation of CSDM as the enterprise service language.

- Design service models for Connectivity, Network, Cloud⁢ and Cyber domains.

- Ensure consistent modelling of Business Services, Technology Management Services and Service Offerings.

- CMDB & Data Strategy

- Design and implement CMDB from scratch including class model and relationships.

- Define discovery, service mapping and data ingestion strategy.

- Establish CMDB governance, lifecycle and data quality controls.

- Manage and optimize license usage and platform costs.

- Integration & Ecosystem

- Drive integration strategy with enterprise systems (Entra ID, Azure, Microsoft Dynamics 365, Catalyst One, Microsoft 365..)

- Define integration patterns with OSS/BSS, monitoring and cloud systems.

- Enable event-driven and automated operations leveraging ServiceNow.

- AI & Intelligent Automation

- Define and lead the adoption of ServiceNow AI capabilities (e.g.,



Now Assist, Predictive Intelligence, AIOps, Virtual Agent).

- Identify, design, and implement AI-driven use cases across ITSM, ITOM, and CSM (TSM, TSOM)

- Collaborate with business stakeholders to prioritize AI use cases that deliver measurable value (efficiency, experience, cost reduction)

- Leadership

- Act as trusted advisor for executives and stakeholders, particularly on the adoption of AI and automation to drive business transformation.

- Guide developers and partners ensuring architectural consistency.

- Help build the ServiceNow Centre of Excellence.

Qualifications & Professional Skills
- Extensive experience as ServiceNow Architect (CTA-level or equivalent mindset).

- Proven experience building ServiceNow platforms from scratch.

- Hands-on experience with core ServiceNow modules (such as ITSM, ITOM, ITAM, CSM) and workflow automation. Ideally with TSM / TPSM & TSOM and CPQ (Sales) for Telecommunication.

- Experience with ServiceNow CPQ (e.g., Logik.ai) and Order Management, including product catalog modelling, pricing configuration, and order lifecycle orchestration is highly desirable.

- Strong knowledge of ServiceNow AI capabilities, including Generative AI (Now Assist), Predictive Intelligence, and AIOps, with demonstrated experience implementing AI-driven use cases on the platform

- Strong skills in integrations and APIs (REST/SOAP, web services, integration hubs, and connections with ERP/CRM systems such as SAP or Salesforce)

- Deep expertise in CMDB, CSDM and service modelling.

- Experience in Telco and/or MSP transformation highly desirable.

- Strong experience across Discovery, Service Mapping and integrations.

- ServiceNow certifications (CTA highly preferred).

- Familiarity with Agile / SAFe / DevOps methodologies

📌 Service Now Platform (India)
🏢 Cognizant
📍 India