ServiceNow Solution Architect (ITSM and Service Catalog)

ServiceNow Solution Architect (ITSM and Service Catalog)

Location: Remote

Role Summary

We are looking for a highly experienced ServiceNow Solution Architect to lead the design and delivery of enterprise-scale ServiceNow solutions with a strong focus on ITSM, Service Catalog/Catalog Item Development, Workflow Automation, and Generative AI . The role involves defining solution architecture, driving platform governance, leading stakeholder engagements, and delivering scalable, business-aligned digital workflows.

Key Responsibilities

• Architect and govern ServiceNow solutions across ITSM and Service Request Management.
• Design and optimize Service Catalogs, Catalog Items, Record Producers, Approvals, and Flow Designer workflows.
• Lead GenAI initiatives leveraging ServiceNow AI capabilities, Now Assist, Virtual Agent, AI Search, and enterprise LLM integrations.
• Define integration architecture using REST APIs, Integration Hub, MID Server, and external platforms.
• Conduct discovery workshops, solution reviews, estimations, and architecture governance.
• Collaborate with business stakeholders, delivery teams, and leadership to drive platform adoption and value realization.
• Mentor technical teams and provide architectural guidance throughout project lifecycle.

Required Skills

• Deep expertise in ServiceNow ITSM and Service Catalog .
• Strong experience with Flow Designer, Integration Hub, CMDB, Knowledge Management, Employee Center .
• Hands-on experience with GenAI solutions, ServiceNow AI/Now Assist, Azure OpenAI, OpenAI, Copilot integrations, RAG, and AI Agents .
• Strong understanding of ITIL v4, enterprise architecture, governance, and platform best practices.
• Experience leading large-scale ServiceNow transformation programs.

Preferred Certifications

• CSA (Certified System Administrator)
• CIS-ITSM
• CAD
• CTA Journey / CTA Candidate
• ITIL v4 Foundation or Managing Professional
• Azure AI or GenAI-related certifications

Preferred Qualifications

• Experience in pre-sales, solution consulting, and executive stakeholder management.
• Proven track record of delivering enterprise ServiceNow implementations and AI-enabled workflow transformations.
• Strong communication, leadership, and client-facing consulting skills.