Jobs → Customer Support → ServiceNow ITSM Architect

About the Role We are looking for an experienced ServiceNow ITSM Architect to lead enterprise platform architecture, technical governance, integrations, and modernization initiatives. The ideal candidate will have strong expertise in ServiceNow ITSM modules, enterprise integrations, CMDB/ITOM, identity management, and legacy ITSM migration, including Ivanti HEAT. Key Responsibilities • Define ServiceNow enterprise architecture, technical roadmaps, and platform governance. • Design and optimize ITSM modules, including Incident, Problem, Change, Request, Service Catalog, CMDB, and Knowledge Management. • Lead integrations using IntegrationHub, MID Server, REST/SOAP APIs, and enterprise applications. • Provide technical expertise in JavaScript, Glide scripting, Flow Designer, Business Rules, Client Scripts, and UI Policies. • Drive legacy ITSM modernization and migration from Ivanti HEAT or other legacy platforms to ServiceNow. • Manage integrations with Active Directory, LDAP/AD LDS, ADAP, SSO, SAML, and OAuth. • Improve CMDB data quality, discovery, and service mapping across hybrid and multi-cloud environments. Requirements • 12+ years of overall IT experience in enterprise technology, ITSM, and systems integration. • 8+ years of hands-on ServiceNow architecture and implementation experience. • Strong expertise across ServiceNow ITSM modules and enterprise-scale platform design. • Experience with ServiceNow integrations, IntegrationHub, MID Server, REST/SOAP APIs, JavaScript, and Glide scripting. • Knowledge of Ivanti HEAT or other legacy ITSM platforms and migration strategies. • Strong understanding of Active Directory, LDAP/AD LDS, directory integrations, and enterprise identity management. • Experience with SSO, SAML, OAuth, CMDB, ITOM, and service mapping. • Proven experience in platform governance, technical architecture, and stakeholder management.