Servicenow itsm

Job Title: Application Architect - Service Now ITSM - B9 **India** Duration: 15 Nov 2025 - 15 May 2026 No. of Positions: 5**Must be onsite at any of the following office locations: • Bengaluru • Delhi/New Delhi • Mumbai • Chennai • Pune • Hyderabad • Kolkata • Coimbatore • Noida • Bhubaneshwar • Ahmedabad • Kochi Job Requirements: Years of experience: 15+ Position Overview: - We are looking for an experienced and dynamic Application Architect specializing in Service Now IT Service Management (ITSM). - The ideal candidate will have over 15+ years of experience in Service Now ITSM implementations and design, a strong background in pre-sales activities and solutioning, and hands-on experience in Agile project management. - This role requires a candidate with expertise in creating scalable and innovative Service Now ITSM solutions while maintaining a deep understanding of the latest industry trends and best practices. - The ideal candidate should also hold the Service Now Certified System Administrator (CSA), Certified Application Developer (CAD), and Certified Implementation Specialist - ITSM (CIS-ITSM) certifications. - Service Now Certified Technical Architect (CTA) or Certified Master Architect (CMA) certifications are preferred. Key Responsibilities: • Lead the design, architecture, and implementation of Service Now ITSM solutions that meet client requirements and provide a seamless customer experience. • Work closely with clients to understand business needs, mapping out processes, and providing custom ITSM solutions that improve customer service operations. • Engage in pre-sales activities such as requirements gathering, solution design, estimation, and proposal creation, ensuring alignment with customer objectives. • Act as a trusted advisor to clients, guiding them through complex Service Now ITSM implementations and helping them realize the full potential of the platform. • Oversee the configuration and customization of Service Now ITSM modules, ensuring the delivery of high-quality, scalable solutions. • Design and implement integrations between Service Now ITSM and third-party systems (e.g., CRM, ERP, Monitoring applications) to streamline customer service workflows. • Collaborate with project management and technical teams to ensure timely and successful delivery of ITSM solutions, using Agile methodologies to manage sprints and backlogs. • Lead workshops and training sessions to educate clients and internal teams on Service Now ITSM best practices and the platform’s capabilities. • Troubleshoot and resolve complex issues related to ITSM implementations, providing effective solutions and continuous improvements. • Stay current with Service Now’s latest releases, capabilities, and trends within the ITSM space, integrating new features as appropriate. Required Qualifications: • At least 15 years of experience working with the Service Now platform, with a focus on ITSM implementations and solution design. • Hands-on experience with Service Now ITSM modules such as Incident Management, Problem Management, Change Management, Service Catalog, Knowledge Management, Service Portal, and Virtual Agent. • Proven track record of leading Service Now ITSM implementations from inception to deployment, including requirement analysis, design, and customization. • Strong pre-sales experience, including involvement in scoping, solutioning, estimation, and client presentations. • CSA (Certified System Administrator) Certified Application Developer (CAD), and CIS-ITSM (Certified Implementation Specialist - ITSM) certification are required. • Service Now Certified Technical Architect (CTA) or Certified Master Architect (CMA) certification preferred. • Solid experience with Agile project management, including backlog management, sprint planning, and delivering projects in iterative cycles. • Ability to work with cross-functional teams (e.g., business analysts, developers, and QA) to ensure solutions are delivered according to the client’s needs. • Strong understanding of ITSM workflows, best practices, and the overall customer service lifecycle. • Experience integrating Service Now ITSM with other systems • Exceptional communication and presentation skills, with the ability to interact effectively with clients at all levels. • Strong problem-solving skills and the ability to drive resolution on complex issues in a timely manner. Desired Qualifications: • Experience with Service Now Performance Analytics and reporting in the context of ITSM. • Familiarity with advanced Service Now features such as AI-driven customer support, automation, and self-service options. • Knowledge of ITIL and other frameworks, particularly those related to customer service operations. • Experience in managing and mentoring junior team members and sharing knowledge to build a high-performing team. • Experience in change management and supporting the adoption of new tools and technologies within customer service environments.