ServiceNow Architect- ITSM- CSM- UI Builder

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-safe.
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 Experience UI pages with UI Builder, including components, data resources and client state.
Integrations
Design and deliver integrations with REST/SOAP APIs, IntegrationHub spokes, MID Server, Scripted REST APIs and import sets.
Integrate ServiceNow with third-party tools such as Salesforce, Jira, SAP, Microsoft Teams, Azure AD / Okta, and monitoring and discovery tools.
Set up authentication methods (OAuth 2.0, SSO/SAML, Basic Auth) and error handling for integrations.
Leadership and Delivery
Lead technical workshops, design sessions and stakeholder presentations.
Mentor developers and administrators, run code reviews and make sure delivery quality is high.
Work with project managers on estimates, sprint planning and delivery timelines.
Plan upgrades, instance health checks and performance improvements.
Required Skills and Qualifications
10+ years of hands-on ServiceNow experience, including at least 3 years in an architect or technical lead role.
Deep expertise in ServiceNow ITSM and CSM modules.
Strong experience with App Engine, scoped applications, Flow Designer and IntegrationHub.
Hands-on experience with Workspaces, Service Portal and UI Builder (Next Experience).
Advanced scripting skills: JavaScript, Glide APIs, Business Rules, Script Includes, Client Scripts, UI Policies, UI Actions.
Proven experience designing REST/SOAP integrations and working with MID Server.
Solid understanding of CMDB, CSDM, ACLs, the security model and platform performance.
Familiarity with ITIL v3/v4 frameworks.
Excellent communication and stakeholder management skills.
Preferred Certifications
ServiceNow Certified Technical Architect (CTA) or Certified Master Architect (CMA)
Certified System Administrator (CSA)
Certified Application Developer (CAD)
Certified Implementation Specialist: ITSM
Certified Implementation Specialist: CSM
ITIL v4 Foundation
Nice to Have
Experience with ITOM, HRSD, SecOps or GRC modules.
Knowledge of Now Assist / generative AI capabilities and Predictive Intelligence.
Experience with ATF (Automated Test Framework) and CI/CD pipelines for ServiceNow.
Previous work in a consulting or ServiceNow partner environment.

Work arrangement
Yes